Call-A-Ram Program Manager

Colorado State University
Fort Collins, Colorado, United States
20 Aug 2017
End of advertisement period
17 Sep 2017
Contract Type
Full Time

Description of Work Unit

Annual giving is the organized process of seeking funds on a recurring basis from a broad constituency. Identifying alumni, friends, parents, and other individuals with an affinity to Colorado State University and soliciting a gift each year accomplish this. Annual Giving strives to engage and educate potential donors to include the University in their annual philanthropic plans, and to identify and solicit annual donors with capacity for making leadership annual gifts of at least $1,870. This position reports to the Associate Director of Annual Giving, Direct Marketing.

Position Summary

The Call-A-Ram Program Manager participates as an essential member of the Annual Giving team and provides oversight and coordination of Call-A-Ram, CSU’s telephone outreach program. The CAR Program Manager’s primary responsibility is the day-to-day supervision of Call-A-Ram, including assisting with student recruitment, supporting the hiring of students, motivating caller success through an incentive program, boosting caller retention, training, and participating in the planning, implementation, and evaluation of phonathon campaigns. Call-A-Ram is a year round phonathon program calling alumni, friends, parents, and students of CSU. Calls are made to garner financial support of colleges, units, and programs at CSU. This position reports to the Associate Director of Annual Giving

Required Job Qualifications

  • Bachelor’s Degree in Liberal Arts, Business, Communications, or related field
  • Experience managing part time or student employees
  • Willingness to work Sunday, Noon – 9:00, and Monday – Thursday, 12:30 – 9:30

Preferred Job Qualifications

  • Fundraising experience in a University setting
  • Experience working with CAMPUSCALL dialing software
  • High comfort level with data and database software
  • Comfortable in a metrics-driven environment
  • Experience writing for development, particularly phonathon scripts and materials
  • Ability to train new employees and coach existing employees
  • Knowledge of hiring practices and policies
  • Demonstrated knowledge of and relevant ability with, culturally diverse communities among potential target and constituent populations.
  • Excellent written and verbal communication skills

Diversity Statement

  • Reflecting departmental and institutional values, candidates are expected to have the ability to advance the Department’s commitment to diversity and inclusion.

Essential Duties

Job Duty Category Program Execution and Evaluation Duty/Responsibility

Program Execution and Evaluation

  • Manages approximately 30 student callers and a $150,000+ budget for student payroll and incentive programs.
  • Oversee the day-to-day shift management of the call center before, during, and after students arrive. Responsible for opening and closing the call center each day.
  • Provides a professional yet fun atmosphere in the call center.
  • Establish and create motivation contests and games for each shift to motivate, engage, and incentivize student callers.
  • Responsible to track each caller and donor pledge fulfillment.
  • Establish calling sessions and segmentations for the calling calendar annually.
  • Analyze and create reports to make recommendations to the Associate Director.
  • Authorize calling scripts and revise as needed. Identify areas for improvement or areas of opportunity.
  • Administers updates, maintenance, and provides recommendations on the phonathon dialing software, currently CAMPUSCALL; ensure equipment and supply needs are met for call center

Percentage Of Time 40% Job Duty Category Student Supervision and Training Duty/Responsibility

  • Plan, design, implement and manage a retention strategy to motivate and reward high quality callers.
  • Devise, design, and develop detailed schedules for all calling shifts.
  • Determine all aspects of operations for the entirety of each calling shift including evaluating the quality and consistency of calls through monitoring and coaching with each caller, while maintaining a professional and motivating atmosphere in the call center.
  • Establish metrics to measure and track training effectiveness
  • Oversee ongoing student recruitment efforts, keeping the required number of students on staff to meet the fundraising goals for the call center.
  • Responsible to evaluate the quality and consistency of calls through monitoring and coaching each caller.
  • Collaborate with the Associate Director of Annual Giving and UA Human Resources to hire student callers; coordinate the hiring process and payroll paperwork every two weeks.
  • Facilitate onboarding and training for callers.
  • Ensure confidentiality of prospect, donor and student caller information, and PCI Compliance.

Percentage Of Time 40% Job Duty Category Program Planning Duty/Responsibility

  • Work in tandem with the Annual Giving department to plan calling sessions and segmentations and establishing the calling calendar for the year.
  • Collaborate with the Alumni Association, the colleges and units, and other appropriate departments to develop and maintain system of sharing pertinent information learned through phonathon calls.
  • Utilize good judgment in notifying supervisor of important information resulting from call sessions, regarding student callers, donors, prospects or otherwise.
  • Maintain ongoing knowledge of philanthropic, annual giving and phonathon trends.

Percentage Of Time 15% Job Duty Category Participate as member of the Annual Giving team Duty/Responsibility

  • Participate in all required meetings, including Annual Giving staff meeting, divisional meetings, and facilitate a weekly meeting with student supervisors
  • Actively participate as a staff member in the Division of University Advancement, attend Division-wide meetings and trainings, support Division-wide priorities and initiatives and serve on committees as time permits.

Percentage Of Time 5%

Application Details

Special Instructions to Applicants

Please demonstrate in your cover letter and resume any and all of the preferred qualifications that you meet. References will not be contacted without prior notification of candidates.

A $4,000 moving allowance may be negotiated at the time of hire. This position requires working non-standard hours, including early mornings, evenings, and weekends.

Conditions of Employment

Pre-employment Criminal Background Check (required for new hires), Valid Driver’s License

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EEO Statement

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.