Contact Center Supervisor
This position is no longer open.
The Alumni Relations Department is looking for a Contact Center Supervisor reporting to the Director of Annual Giving. This is a central position that is based on the Beirut campus with occasional commuting to the Byblos campus.Role Summary
The Contact Center Supervisor is mainly responsible for supervising the operations of the Contact Center, by overseeing a team of students/contracted resources that reach out to alumni in order to support alumni engagement and participation in alumni events, fundraising through annual giving campaigns (such as phonathon campaigns), alumni record updates, and support donor stewardship when requested, through various communications channels and means (telephone, email, etc.).
Main Duties & Responsibilities
- Ensures the proper implementation of the alumni engagement and fundraising campaigns under the direction of the Director of Annual Giving
- Supervises the day-to-day operations of the contact center ensuring smooth operations
- Recruits, hires, trains, and supervises center representatives (student volunteers / contracted resources); processes contract issuance
- Develops and implements schedules and shifts to ensure adequate coverage and efficient operations
- Monitors team performance, provides feedback, and addresses any issues or concerns to maintain high standards of outreach quality
- Liaises with relevant departments to troubleshoot and resolve any technical issues to minimize disruptions to outreach activities
- Monitors the proper use of communication software and CRM systems, ensuring data is accurately recorded
- Ensures that all outreach activities adhere to agreed-upon scripts and upholds the LAU values and reputation
- Follows up on post-outreach actions, including email pledge reminders, follow-up calls and conversion steps
- Ensures that all data collected during outreach efforts is accurately recorded and shared with relevant entities, including the Advancement Services Office
- Generates reports on Contact Center activities, performance metrics, and campaign outcomes
- Tracks and analyzes key metrics such as contact rates, donation commitments, and overall engagement effectiveness
- Assists in preparing contact center budget reports and forecasts as required
- Performs other duties pertaining to this job as assigned
Minimum Required Qualifications
- Bachelor’s degree in Business Administration, Management, Communication, or a related field
- Minimum 5 years of similar work experience in customer service, soliciting funds, outreach campaigns or donor engagement, out of which 2 years are in a call/contact center environment
- Proven experience in supervising a call/contact center function
- Proficiency in CRM software and communication tools
- Excellent verbal and written communication skills, with a strong attention to detail and the ability to maintain professionalism in all interactions
- Fluency in both spoken and written English and Arabic
Interested candidates should email their CVs with a letter of interest outlining the applicant’s relevant experience to vacancy1@lau.edu.lb, specifying the job title in the subject line.
CVs should include the exact month and year while listing the candidate’s professional experience and educational background.
Closing date for accepting applications is Tuesday, November 12, 2024.
No applications will be accepted after this date, and only shortlisted candidates will be notified.
The Lebanese American University is an Equal Opportunity Employer.