Fundraising Call Center Supervisor at Mersal

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Job Description

Lead, coach, and supervise Fundraising Agents and Senior Fundraising Agents to ensure the achievement of individual and team targets.
Monitor daily fundraising activities and ensure compliance with operational standards and service levels.
Track and analyze fundraising performance data to identify trends, opportunities, and areas for improvement.
Prepare and present daily, weekly, and monthly performance reports and dashboards.
Monitor key performance indicators (KPIs), including conversion rates, donor retention, agent productivity, and fundraising revenue.
Ensure accurate and timely updates of donor information and interactions within the CRM system.
Manage financial donation campaigns and monitor progress toward fundraising targets.
Supervise post-donation follow-up activities to strengthen donor engagement and retention.
Evaluate the donor experience and implement initiatives to improve satisfaction and loyalty.
Oversee in-kind donation operations and coordinate with relevant departments to ensure smooth fulfillment.
Conduct regular performance reviews, coaching sessions, and development plans for team members.
Monitor call quality and ensure adherence to fundraising policies, procedures, and quality standards.
Collaborate with Finance, Marketing, Programs, and Operations teams to support fundraising objectives.
Identify process improvement opportunities and implement corrective actions based on performance analysis.
Develop and maintain performance dashboards and management reports to support data-driven decision-making.
Handle escalated donor complaints and ensure their timely resolution.
Support the recruitment, onboarding, training, and development of fundraising team members.
Ensure the confidentiality, accuracy, and integrity of donor data and fundraising records.
Drive continuous improvement initiatives to enhance fundraising effectiveness, operational efficiency, and donor retention.

Requirements & Qualifications

3–5 years of relevant experience in contact center operations, fundraising, sales, or a related field.
Previous experience supervising or managing a team is essential.
Strong understanding of contact center operations, performance management, and KPI monitoring.
Experience in fundraising operations, donor engagement, or donor retention is highly preferred.
Strong analytical skills with the ability to interpret performance data and prepare reports.
Familiarity with CRM systems and performance dashboards.
Excellent leadership, coaching, and team management skills.
Strong communication, problem-solving, and conflict-resolution abilities.
Ability to manage multiple priorities and work toward targets in a fast-paced environment.

TalentIT Analysis

Quick Role Summary

Opportunity as "Fundraising Call Center Supervisor" at Mersal located in المعادي on a Full-Time basis, suited for Fresh Graduate candidates. Key details from listing: • Lead, coach, and supervise Fundraising Agents and Senior Fundraising Agents to ensure the achievement of individual and team targets. • Monitor daily…

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