***PLEASE NOTE: Interested applicants must apply directly on our website listed below***
https://www.teenchallenge.ca/contact-us/employment?employmentid=1047

POSITION SUMMARY:

The primary responsibility of the Call Centre Supervisor is to supervise and book outreaches for each centre, oversee the call centre day-to-day operations/staff and maintain the system of bookings, tours and appointments through Call Centre’s best practices. The Call Centre Supervisor will serve as a liaison between potential church donors and Development Officers for all Teen Challenge centres. The incumbent is responsible for corresponding, verbally and nonverbally, with new and existing churches, sponsors and donors. Other responsibilities include: inputting received booking data into the database, training and supervising Call Centre associates, administrative staff and students, and perform administrative duties as required.

JOB DUTIES & RESPONSIBILITES:

Supervisor

• Oversee daily operations by supervising and leading staff and students in the Call Centre
• On-board new staff and students based upon Teen Challenge policies, procedures and Call Centre best practices
• Promote a culture of customer service that aligns with Teen Challenge’s mission, vision and core value
• Prioritize tasks and deadlines within a fast-paced work environment, on a regular basis
• Deliver and prepare scripts / information for caller representatives communicating outreach events to pastors, corporations, organizations, etc.
• Book outreaches, appointments and meetings on a consistent basis via verbal outbound correspondence
• Identify and assess donor/church needs (as it pertains to bookings), in order to achieve overall donor satisfaction
• Follow through with prospective leads based upon information produced by the Call Centre team and Prospect Researcher
• Input correct data gathered from correspondences into database(s)
• Act as a liaison between potential donors, Development Officers and Call Centre staff for all Teen Challenge centres
• Communicate bookings to the Call Centre and Marketing teams
  
  Other duties as assigned by the Director of Marketing & Communications

QUALIFICATIONS: 

• Minimum high school diploma
• Minimum 3-5 years of relevant work experience
• Call centre supervision experience an asset
• Exceptional written and verbal communication skills
• Strong work ethic and positive team attitude
• High level of sound and independent judgment, reasoning, resourcefulness, flexibility, adaptability, leadership, troubleshooting and discretion
• Demonstrated ability to clearly transmit and receive information by email, phone and in person
• Proficient in Microsoft Office Productivity Software
• Excellent attention to detail and ability to adapt within a changing fast paced environment
• Ability to apply patience, kindness and compassion on a daily basis
• Strong supervisory skills and proven ability to lead a team to succeed
• Self-motivated and able to work well under pressure

WORKING CONDITIONS:

• Manual dexterity required to use desktop computer and peripherals
• Ability to sit for long periods of time and type at a computer
• The atmosphere may vary from a calm to a fast paced setting depending on daily events
• Operate office equipment including computer, photocopier, scanner, phone, headset and other office equipment as necessary

***PLEASE NOTE: Interested applicants must apply directly on our website listed below***
https://www.teenchallenge.ca/contact-us/employment?employmentid=1047