University of New England

Annual Fund Phonathon Manager

Overview

The Phonathon Manager will play a vital role in stewarding the Annual Fund Phonathon program. This position will run from September 2008 through May 2009.  This position requires attendance at all Phonathon sessions (Monday-Thursday 5:30-9:30pm).  In addition to supervisory duties, shift responsibilities will include pledge and other data entry, as well as the reporting of nightly totals.   

Duties

General

• Understand the mission and goals Institutional Advancement, and Alumni Advancement Office, primarily the Annual Fund.
• Gain working knowledge of the complex constituency base that we serve as well as an understanding of the programs and services provided by the University in order to address alumni, parents, and friends concerns.
• Manage and direct callers with professionalism and understanding and maintain confidentiality of donor and student information at all times.
• Raise Annual Fund monies for the University of New England.

Specific Duties to include but not limited to:

• Maintain supervisory control of each calling session.  Responsible for assisting in the hiring, training, managing, and motivating of 20-40 student callers, including 2-3 lead callers.
• Report directly to the Director/Associate Director of Alumni Advancement, who will provide long-range leadership for the program.
• Attend and Manage all calling sessions (Mondays and Thursdays 5:30-9:30pm).
• Organize nightly bonus schemes/games with lead callers/student supervisors.
• Motivate and assist callers, monitoring calls and give immediate feedback.
• Handle calls with difficult donors.
• Update nightly/monthly/yearly goals and totals charts.
• Email nightly stats to the Director/Associate Director of Alumni Advancement.
• Manage the student caller timesheet/payroll process including updating payroll tracking sheets.
• Provide feedback to the Director/Associate Director of Alumni Advancement regarding the program and individual caller performance.
• Notify Director/Associate Director of Alumni Advancement of any problems IMMEDIATELY
• Maintain the Phonathon Calling Center
• Keep materials neat and organized.
• Maintain care for the telephones and computer equipment.
• Keep supplies stocked and organized and inform Director/Associate Director of Alumni Advancement when additional supplies/materials needed.
• Keep track of pledge sheets, remittance envelopes, and window envelopes.  Be proactive to notify the Director/Associate Director of Alumni Advancement when additional sheets are needed.

Annual Training Requirements

• Code of Conduct
• Ergonomics
• Fire Safety
• Sexual Harassment