Operations Director - Call Center

Operations Director - Call Center 

RESPONSIBILITIES

Reporting to the Managing Director, the purpose of this role is to be responsible for directing and delivering high quality telephone fundraising campaigns to target. A successful applicant will be experienced at effective management of a telephone operations team in a creative and busy environment. Including the development and leadership of an operations team headed by a Campaign Centre Manager through use of process and technology. The applicant must be keen to support and maintain a growing fundraising team, and to constantly look for ways to improve the quality of calls that are being delivered, as well as the performance of all aspects of the operation. In addition, continuing to provide an outstanding service to both internal and external clients through troubleshooting and the use of new approaches. The Operations Director will also oversee the recruitment of new staff into the business, as well as the fulfillment requirements of our clients. Main responsibilities:

• Manage client campaigns in liaison with Account Managers
• Personal line management and development of Campaign Centre Manager
• Manage quality, results and productivity for Fundraising Campaigns on a day to day basis
• Promote and develop the desired call centre and fundraising culture
• Grow and develop the operational side of the business
• Manage budgets and forecasts

REQUIREMENTS

• Previous senior management experience in a call center
• Experience in telephone fundraising management in either a charity or agency environment a strong asset
• Proven track record of budget management and delivery
• Strong business acumen and background in operational delivery
• Ability to lead a team – strong leadership skills
• Ability to recommend and drive the business as it expands
• Solid MS Office skills
• Bilingual French/English, spoken and written
• Positive, energized approach and excellent communication skills
• Analytical ability, flexibility and willingness to take ownership/responsibility
• Motivation of self and others particularly to fundraise
• Ability to work in an ever changing and challenging environment