Senior Manager, Customer Engagement

Tulane University   New Orleans, LA   Full-time     Management
Posted on September 3, 2022
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The Senior Call Center Manager/Analyst is responsible for overseeing the overall achievements of the Engagement Center. This professional position reports directly to the Director of Annual Giving Campaigns. The Senior Call Center Manager/Analyst is responsible for administering an effective and dynamic calling program as a strategic part of the University’s Annual Giving Campaigns program. The Senior Manager will oversee the Annual Giving Campaign’s outbound call center (located at 2510 Calhoun Street, New Orleans, LA 70118) and supervise a staff of approximately 50 part-time student callers who are part of the team that contacts Tulane University alumni, parents, friends and other constituents, via phone, to secure financial contributions, secure record updates, and share university updates. This position is responsible for Engagement Center operations including but not limited to recruitment, interviewing, hiring, training, scheduling, retention, supervision, and discipline of student callers. The Senior Manager helps direct and implement the Engagement Center strategy. In partnership with the Senior Business Analyst, Annual Fund, the Senior Manager will oversee data related responsibilities to include but are not limited to reporting, data management and pledge fulfillment. This position will monitor systems and processes to maximize Engagement Center efficiency and return on investment.

Tulane University

New Orleans , LA