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Job Number:  39557
Queen’s Telefundraising Services (QTS) Coordinator
Job Posted: Wednesday, 8 November 2017
Closing Date: Sunday, 26 November 2017
(in 7 days)
Queen's University
Region: Eastern Ontario Type: Full time
Location: Kingston Salary: (not entered)

Department of Alumni Relations and Annual Giving, Office of Advancement

Investing in the lives of our students and alumni makes a difference now and into the future. Would you like to become part of this great work?

 

The Department of Alumni Relations and Annual Giving seeks to develop informed, involved and invested stakeholders to promote a culture of alumni philanthropy and volunteerism. Queen’s Telefundraising Services (QTS) programs play a key role in building deeper engagement by informing stakeholders about the life and work of the university. The QTS team comprises of approximately 45 dynamic Queen’s students who connect with alumni and parents from the heart of campus to share stories and information, while promoting the opportunity to invest in our university.

 

Reporting to the Associate Director, Annual Giving, the incumbent provides leadership to student employees and is responsible for planning, implementing and evaluating the strategy for raising maximum charitable revenues from alumni, parents and other stakeholders primarily through Queen’s Telefundraising Services. The incumbent is responsible for recruiting, training, motivating, and managing a team of up to 45 student callers per academic year to fulfill university telefundraising goals.

 

This position requires work on weekends and evenings on a regular basis.

 

Duties of the Queen’s Telefundraising Services (QTS) Coordinator:

  • Works closely with the Associate Director, Annual Giving to ensure that Queen’s Telefundraising Services’ programs reflect the strategic objectives of Alumni Relations and Annual Giving specifically, and Advancement-shared goals more broadly.
  • Coordinates all telefundraising services for Annual Giving programs, including recruiting, hiring, training, motivating and managing casual student staff; identifies and recommends solutions where necessary, and delegates telefundraising tasks to student supervisory staff for implementation of related projects.
  • Provides work direction, and technical/functional guidance to student employees. Schedules and assigns work, and oversees its completion. Coordinates and monitors work flow.
  • Schedules and approves student employees’ hours of work. Monitors and oversees attendance.
  • Participates in screening and interviewing of job candidates, and provides input into student staff selection.
  • Reviews assignments and provides feedback on work to student employees. Provides input on work performance to management staff.
  • Provides orientation and on-the-job training to student employees. Provides coaching and feedback on work quality issues, providing related day-to-day supervision. Escalates unresolved performance and/or disciplinary matters to the Associate Director. 
  • Provides training to student callers on Call Centre software (i.e. SmartCall); analyzes data and manipulates lists using SmartCall to track employee performance and compare results against departmental objectives and metrics.
  • Understands the emerging trends of alumni, parent, donor and volunteer attitudes, perspectives and behaviours, including demographic cohort trends. In consultation with the Associate Director, designs and implements innovative and strategic telefundraising initiatives that address these trends and assists in meeting the university’s alumni engagement, volunteerism, and philanthropic goals.
  • Develops effective liaison with Advancement staff, faculties, schools, and departments to help determine strategies that meet their medium and long-term goals, and ensures Queen’s Telefundraising Services effectively segments, solicits and communicates with Queen’s alumni, parents and friends. Makes recommendations for improvements in fundraising initiatives based on feedback from clients and stakeholders.
  • Provides prompt, accurate and courteous customer support when handling customer inquiries and concerns received through telefundraising calls, redirecting as appropriate.
  • Assembles and analyzes data to evaluate program performance; provides accurate and timely program analysis and statistical reporting to key stakeholders on program fulfillment; monitors, recommends and implements improvements to processes and systems designed to enhance program effectiveness. Demonstrates commitment to continuous improvement through applied benchmarking efforts and data driven decision-making.
  • Through ongoing analysis, effectively manages risk, anticipates challenges, investigates issues and makes recommendations that may have cross-functional impact.
  • In collaboration with the Associate Director, Annual Giving and Advancement Communications & Marketing, ensures that Queen’s Telefundraising Services’ communication plans are fully integrated and support the Annual Giving plan. Ensures that key messages are consistent and appropriate for alumni and parents. Ensures that any crisis communication plan is implemented swiftly and appropriately by callers.
  • Writes creative content for all Queen’s Telefundraising Services’ programs for alumni, parents, and friends including telephone scripts, emails and creative videos to ensure effective messaging of Queen’s program’s objectives, donor stories and impact of giving. Liaises with other areas in Annual Giving and Advancement, including Advancement Communications & Marketing, to ensure messaging is consistent with overall Queen’s brand and Advancement themes and objectives.
  • Ensures all Queen’s Telefundraising Services’ student employees complete an ethics agreement and receive training in compliance with Payment Card Industry (PCI) standards. Tracks and analyzes training programs by examining data quality and telephone calls to identify future training needs and makes modifications as required.
  • Consults with Information Technology Management to ensure technical support services for Queen’s Telefundraising Services’ programs are operating effectively and efficiently.
  • Undertakes other duties as assigned in support of the unit and/or department.

 

Qualifications Required:

  • University degree required, preferably at the honours level.
  • Minimum two years of professional experience in an institutionally relevant setting; with relevant experience in fundraising, mass communications, direct marketing, and relationship-building programs.
  • Demonstrated successful experience working with a diverse group of staff to achieve shared priorities, combined with an ability to lead and coordinate student recruitment, supervision, and motivation.
  • Demonstrated experience in program analysis, tracking, and reporting results.
  • Proven experience writing and editing in a variety of formats.
  • Familiarly with Payment Card Industry (PCI) compliance, and other federal and provincial legislation pertaining to telefundraising communications including accessibility, privacy, security and anti-spam.
  • Advanced knowledge of operating systems including Windows, Microsoft, large database management systems (i.e. Advance), Call Centre software (i.e. SmartCall), and internet tools for data and statistical analysis. An aptitude to learn new software applications is an asset.
  • Knowledge and understanding of emerging trends and technology developments to optimize the Annual Appeal relationship building programs through Queen’s Telefundraising Services on the web.
  • Knowledge and understanding of Queen's culture and organization considered an asset.
  • Consideration will be given to an equivalent combination of education and experience.

 

How to Apply:
Please mention you saw this posting on WorkInNonProfits.ca.
To apply or for additional details on this continuing appointment, including essential competencies and special skills, please visit Career Q, on our Human Resources website. The application deadline is Sunday, November 26, 2017. The University thanks all who express an interest in this position and advises that only those selected for interviews will be contacted.
Contact Details:
Carla Ferreira Rodrigues
Queen's University
99 University Ave
Kingston, ON, K7L 3N6

Tel: 6135336000
E-mail:
www:   queensu.njoyn.com/cl4/xweb/Xweb.asp?tbtoken=YV1dRFUSMhxwFHB4Q1NJEyM7A3ldcyMvb1xZUFoRDmNbXzIf


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