Supervisor, Contact Center

Missouri Botanical Garden•St. Louis, MO

1d•$19

About The Position

The Contact Center Supervisor leads the integrated customer service team serving patrons by phone and email for ticket transactions, memberships, donations, event registrations, and visitor information at the Missouri Botanical Garden, Sophia M. Sachs Butterfly House, and Shaw Nature Reserve. The supervisor develops strategies to increase membership conversion, cross-selling, and revenue, and maintains procedures and documentation to prepare staff for promotions, events, and programs across all three sites. This role builds relationships with staff throughout the organization and reports to the Director of Membership and Development Operations within the Institutional Advancement Division. The position supervises three full-time and four part-time regular Membership and Contact Center Assistants, the Garden receptionist, and temporary part-time staff. The supervisor oversees daily service operations, staffing, training, performance, scheduling, customer issue resolution, and support for major member and public events. The role also monitors service and productivity goals, coordinates information across locations, and uses patron feedback to recommend improvements to communications and CRM configuration. The position requires the ability to work evenings, weekends, and holidays, in addition to regular business hours. The work includes an indoor shared office setting and may require working outdoors in varied weather conditions. A bachelor's degree in Business, Communications, Nonprofit Management, or a relevant field is required, although an equivalent combination of skills, education, and experience may be considered.

Requirements

At least two years of experience in a nonprofit, arts/culture, box office, customer service, phone center, or sales environment.
Prior supervisory experience, including scheduling, managing, and motivating a customer-facing team.
Bachelor’s degree in Business, Communications, Nonprofit Management, or a relevant field; an equivalent combination of skills, education, and experience may be considered.
Proficiency with Microsoft Office Word, Excel, PowerPoint, Outlook, and Teams.
Ability to communicate effectively in English, verbally and in writing.
Ability to communicate effectively at all levels and interact comfortably with the general public.
Ability to work effectively in a fast-paced, high-volume environment, adapt on short notice, and resolve escalated customer service issues with sensitivity.
Punctuality, dependability, self-motivation, ability to multitask, and ability to work with minimal supervision.
Willingness and ability to work evenings, weekends, and some holidays in addition to regular business hours.
Basic math proficiency, including addition, subtraction, multiplication, division, and calculating percentages and decimals.
Ability to exercise independent judgment, assess other divisions’ needs, and solve problems related to membership event program support.
Valid driver’s license.
Ability to pass a background screening and motor vehicle report (MVR) to meet minimum insurance underwriting criteria.
Ability to make frequent telephone calls and manage vendor communications; use a computer keyboard and sit for extended periods.
Ability to lift and carry 20 pounds, assist with event setups, perform tasks at varying heights, use stairwells, and move around the facility.
Ability to work both indoors and outdoors, including in varied weather conditions.
Enthusiastic support for the Garden, its mission, fundraising programs, vision, and leadership.

Nice To Haves

Fundraising or membership experience.
Experience with Tessitura or a similar CRM, fundraising database, constituent database, or ticketing system.
Technology fluency and curiosity.
Experience in a call center or with phone systems.
Professional experience using social media platforms.

Responsibilities

Supervise staff handling phone and online/email communications about tickets, memberships, donations, event registration, classes, accessibility requests, and general visitor information.
Hire, train, schedule, evaluate, set goals for, and coach Contact Center staff.
Develop and adjust schedules for the Contact Center and frontline membership station to manage call and email volume while meeting quality standards.
Create and carry out training plans, procedures, and documentation covering Tessitura, Freshdesk, Cuseum, phone systems, programs, events, and visitor information across three sites.
Represent Contact Center needs on the Tessitura superusers group and provide insight into the patron experience with the CRM.
Develop and implement strategies to increase membership conversion and upgrades, cross-selling, philanthropic support, and other revenue opportunities.
Set and monitor goals established by Institutional Advancement leadership for call volume and quality, email response rates, and other productivity measures.
Collaborate with frontline supervisors and program managers to share information and ensure consistent service across the three sites.
Maintain the Contact Center as a hub for current procedures, programs, and updates.
Work with leadership on communication plans for new events, programs, and procedures affecting members and visitors.
Serve as the first point of contact for escalated customer service issues, work toward resolution, and track issues escalated to other departments.
Provide phone and email coverage as needed.
Oversee and delegate additional Contact Center tasks, including outbound calls, data cleanup, and mail preparation.
Support major member and public events by ensuring appropriate phone support, staff training, and troubleshooting.
Create and distribute patron feedback reports and recommend improvements to communications and CRM configuration.
Ensure safety standards are followed, inform staff and volunteers of safety practices, and monitor compliance.
Meet attendance guidelines and follow established policies and procedures.
Promote teamwork, cooperation, and respect in interactions with employees, managers, volunteers, visitors, and others.
Perform other duties as assigned.