Call Center Manager Job ID 1676

Heifer International • Little Rock, AR

3d • Hybrid

About The Position

The Call Center Manager is responsible for the day-to-day operations and performance of donor support channels, including phone, email, chat, and related touchpoints. This role ensures high-quality donor interactions, service level performance, and effective execution of donor service strategies to support retention and revenue goals. The Manager leads internal and external service teams, manages vendor relationships, and partners with Donations Processing and Fulfillment/Acknowledgment teams to ensure consistency across the donor experience. This role works closely with Marketing and Philanthropy to support campaign execution and donor engagement across all service channels.

Requirements

• Bachelor’s degree plus 8 years or more years of relevant experience, including at least three (3) years of people management experience in a customer service or call center environment.
• Experience managing call center or donor service operations.
• Proven success and experience with data entry, databases, and completing reports.
• Demonstrated interpersonal and leadership skills, with the ability to engage effectively, think strategically, and navigate complex situations with diplomacy and sound judgment.
• Inclusive and collaborative leadership style, with the ability to build alignment across diverse teams, perspectives, and organizational levels.
• Strong written and verbal communication skills, including the ability to develop clear, professional reports, presentations, and documentation.
• Service-oriented leadership approach, with the ability to engage, support, and motivate teams while maintaining accountability for results.
• Ability to assess processes, identify gaps, and implement improvements to enhance efficiency and effectiveness.
• Strong organizational and prioritization skills, with the ability to manage multiple initiatives and meet deadlines in a fast-paced environment.
• Ability to handle sensitive information with discretion and maintain strict confidentiality.
• Regular communication across multiple channels, including in-person, phone, and electronic interaction with colleagues and external stakeholders.
• Ability to work at a computer for extended periods, including sitting and moving as needed.
• Ability and willingness to work in a hybrid environment, including regular in-office presence as required by business needs.
• Willingness and ability to travel as required.

Nice To Haves

• Experience working with external vendors or outsourced service providers.
• Experience in nonprofit or fundraising environments.

Responsibilities

• Manage internal and external call center operations across all donor channels (phone, email, chat, social, mail).
• Ensure delivery of high-quality, donor-centric service to supporters and internal stakeholders.
• Monitor and manage KPIs and service level agreements (SLAs) to ensure performance targets are consistently met.
• Oversee quality of donor interactions by reviewing reports, volumes, response times, and service outcomes.
• Analyze service metrics and implement improvements to enhance efficiency, quality, and donor satisfaction.
• Ensure fundraising objectives are supported through effective service delivery, including upselling and cross-selling where appropriate.
• Oversee escalations and ensure timely resolution of complex donor issues across channels.
• Receive and respond to elevated concerns from staff, donors, and vendors.
• Oversee call center expenses and monitor budget performance, identifying variances and opportunities for cost efficiency.
• Partner with the Director to support budget development, forecasting, and financial planning for call center operations.
• Partner with Donations Processing and Fulfillment/Acknowledgment Managers to ensure consistency and coordination across donor support functions.
• Align call center operations with organizational initiatives, campaigns, and donor engagement strategies.
• Oversee recruitment, interviewing, hiring, and onboarding for permanent and temporary staff.
• Lead, coach, and develop team members through regular meetings, training, and performance management.
• Manage training programs and ongoing development of Donor Services Representatives.
• Oversee staffing, scheduling, and workforce planning to meet service demand and volume fluctuations.
• Foster a high-performing, service-oriented team culture focused on accountability and continuous improvement.
• Manage relationships with external call center vendors and temporary staffing agencies to coordinate volumes, staffing, and service levels.
• Ensure vendor performance aligns with organizational standards and service expectations.
• Support implementation and optimization of call center technology platforms in partnership with internal teams.
• Review and assess technology needs and workflow improvements on an ongoing basis.
• Develop and maintain the call center knowledge base to support consistent service delivery.
• Identify and implement process improvements to enhance operational efficiency and scalability.

Benefits

• Health and wellness benefits including Flexible Spending Account and/or Health Saving Account
• Employee assistance program
• 403(b) retirement plan (match 1% employee to 2% employer up to a maximum of 4% match +3% employer discretionary contribution regardless of employee contribution)
• 22 vacation days in addition to 12 statutory and discretionary holidays, and 10 sick days per year
• Employer-paid life insurance and accidental death & dismemberment (AD&D)
• Professional development and annual merit increase opportunities
• Optional critical illness insurance, legal assistance plan and pet protection

What This Job Offers

• Job Type: Full-time
• Career Level: Manager