Job Description
Summary
The Mission Advocate Supervisor is responsible for supervising a team of Mission Advocates to meet and exceed program metrics, donor engagement and satisfaction, and quality standards of excellence. The position will demonstrate leadership through acknowledging the fair and consistent application of St Joseph’s Indian School policies, while demonstrating a variety of coaching styles and techniques. This is an exempt position.
Accountability
Reports to the Mission Advocate Assistant Manager
Core Responsibilities
- Represents St. Joseph’s Indian School in a positive and professional manner – treating donors with the utmost respect and exceeding expectations with every contact.
- Promotes and leads staff toward the organization’s mission, vision and values. As a supervisor – inspires trust, develops staff and manages performance.
Responsibilities
- Performs usual and customary supervisory duties including hiring, discipline and preparing performance evaluations.
- Supports and develops the Mission Advocates by providing and delivering a high level of coaching in call performance and continuous development of advanced donor care skills. This skill development will be reinforced through call observations/monitoring and role playing in an effort to create an environment where the donor care and engagement process and techniques become an area of unconscious competence.
- Works closely with Mission Advocates to resolve donor complaints and call escalations.
- Manages a team of Hybrid Mission Advocates both in the office and working from home.
- Works with Management, analyzes behaviors and metrics to construct and drive MAC performance and develops and deploys corrective performance action plans as required.
- Leads by example and models the desired level of MAC performance and behavior to promote a positive working environment.
- Supervises timely follow-up to voicemails.
- Supervises test calling campaigns before roll out to Mission Advocate Center staff and provides feedback.
- Creates track reporting as requested by Mission Advocate Assistant Manager on projects undertaken.
- Is proficient in Donor Studio Enterprise Application software.
- Assists in the creation of incentives such as contests and campaigns designed to develop a fun, working atmosphere in order to motivate the MAC Specialists to perform at a high level.
- Assures that all Mission Advocates receive the appropriate level of training required to perform at the desired level. Ascertains that the specialists have working equipment, passwords and the support needed to do their job.
- Analyzes inbound call volume and outbound campaigns on a constant basis. Makes recommendations if more specialists are required or if a change of process will assist in meeting Mission Advocate Center objectives.
- Performs other responsibilities as required by the Mission Advocate Assistant Manager.
Qualifications
- High school diploma required, bachelor’s degree preferred
- Two or more years of call center experience preferred
- At least two years of supervisory experience preferred
- An understanding of nonprofit organizations
- Familiarity with Microsoft Office Suite
- Effective communication skills
Skills
- Able to work effectively in a team-oriented, high-demand and fast-paced environment.
- Able to maintain high level of confidentiality and work with highly sensitive data and information.
- Demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work-related activities are completed in an accurate and timely manner.
- Solid communication and listening skills to effectively deal with management, staff and/or outside contacts.
- Ability to become familiar with SJIS CRM and Donor Studio Enterprise software.
- Demonstrated leadership skills to effectively develop and lead a high performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution and handling difficult donor situations in a proactive and positive manner.
- Must possess strong verbal skills and command of English language with a particular emphasis on proper grammar.
- Must be a self-motivated team player of excellent character and personal integrity.
- Display an energetic and enthusiastic personality creating an inclusive working environment.
- Demonstrate a reasonable understanding of Native American culture.
- Able to communicate, support and model the mission of St. Joseph’s Indian School in-depth.
Schedule
- Monday-Thursday, 9am-5:30pm and Friday 8:00 am to 5:00 pm.
- Evening or weekend work may be required
Physical Demands
- Uses both hands and wrists repetitively for prolonged periods