Manager, Volunteer Support Services
About The Position
The Manager, Volunteer Support Services is responsible for leading the day-to-day operations of the Volunteer Contact Center, ensuring timely, accurate, and consistent support for volunteers across all stages of the volunteer journey. This role oversees staff, communications, and processes to deliver a high-quality volunteer experience while managing high inquiry volumes, peak operational periods, and complex escalations. The Manager plays a critical role in strategic development of the volunteer support standards, translating volunteer policies, timelines, and operational updates into clear guidance for contact center teams, and serves as a key liaison between Volunteer Operations, Marketing, Legal, and Technology. This role reports to the Head of Volunteers.
Requirements
- Bachelor’s degree or equivalent professional experience
- 5+ years of experience in contact center operations, customer support, service delivery, or a related field
- 2+ years of experience managing teams, including performance management, scheduling, and training
- Demonstrated experience supporting high volume inquiries with defined service level expectations
- Experience working with Salesforce, CRM ticketing systems, or contact center platforms
- Experience developing or maintaining scripts, knowledge bases, or standard response frameworks
- Experience supporting large volunteer programs, nonprofit organizations, major events, or public-facing initiatives
- Experience scaling operations for time-bound or milestone-driven programs
- Strong people-management and coaching skills, with ability to lead teams through high-pressure periods
- Excellent written and verbal communication skills, with an emphasis on clarity, empathy, and consistency
- Proven escalation management and problem-solving skills for sensitive or complex inquiries
- Strong organizational skills and attention to detail, particularly when managing policies and critical information
- Ability to analyze trends, metrics, and feedback to improve processes and volunteer experience
Responsibilities
- Lead and manage the Volunteer Contact Center team, including staffing, scheduling, training, and performance management
- Oversee daily contact center operations across all channels (email, phone, chatbot escalation, CRM/ticketing tools)
- Ensure consistent, accurate responses aligned with approved volunteer policies, FAQs, and communications
- Manage escalation workflows for complex, sensitive, or time critical volunteer inquiries
- Monitor contact volume, response times, trends, and volunteer feedback; use data to drive continuous improvement
- Partner closely with Marketing, Legal, and Technology, and other cross functional teams to stay aligned on program updates
- Support peak periods such as application launch, onboarding, training, and Games time operations
- Support volunteer communications outside of the contact center as needed
- Develop and maintain knowledge bases, scripts, and training materials for contact center staff
- Contribute to volunteer experience planning and readiness activities leading up to and during the Games
- Support the volunteer program operations as needed for onsite activations with Volunteer in Community programming and at the Volunteer Experience Center as needed
- This role will be focused on the Volunteer Program but may rotate to support other organizational communication phases as needed.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
