Floor Supervisor - UW- Madison (part-time)

ion Philanthropy LLC•Madison, WI

1d•$20

About The Position

PURPOSE: The Floor Supervisor supports our partnership with Wisconsin University. This role engages, stewards, and cultivates alumni, donors, and friends of the university through proactive outreach and exceptional customer service, helping to increase engagement and philanthropic support for university programs, scholarships, and strategic initiatives. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned. The Floor Supervisor serves as a student supervisor, playing a crucial leadership role in the Engagement Center. This position involves leading calling shifts, coaching Student Engagement Specialists, ensuring call quality, and assisting in day-to-day operations. Floor Supervisors help drive performance, maintain team morale, and troubleshoot challenges in real-time.

Requirements

Have a positive attitude on and off the phones
Maintain a clean attendance record
Meets performance requirements (pledge rate, DPH, etc.)
Proven knowledge of the steps of the phone call and Vanilla Soft
Previous experience as a Student Engagement Specialist

Responsibilities

Build team atmosphere and employee ownership
Provide feedback to new student engagement specialists as well as BEC Executive Team
Discreetly handle any confidential or performance-based information regarding coworkers
Update any BEC trackers/spreadsheets
Answer student engagement specialists' questions and provide moral support
Facilitate game playing
Provide on-the-fly feedback to portions of the call that are overheard
Share observations with the leadership team on the strengths and areas of opportunity of the program and student engagement specialists
Assist student engagement specialists in coding prospects and answering other Software questions (i.e., Vanilla Soft, Sling, etc.)
Complete two monitor forms each shift and constructively disseminate the strengths and areas of opportunity of the phone call
Knowledgeable on which student engagement specialists are trained on which constituencies and able to determine which ambassadors should be assigned which prospects by reviewing Vanilla Soft reports
Ability to run shift on your own at the discretion of BEC Executive Team
Come an hour early to help set up and leave up to an hour after the shift is completed
Set a good calling example by always following the steps of the phone call
Set a good example of professionalism by following Policies and Procedures
Other duties as assigned by BEC Executive Team