Ideal Standard International Egypt
Fundraising Call Center Supervisor
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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.
EGjobank 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, within Marketing & Sales. 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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Application Tips
- Tailor your CV headline to match "Fundraising Call Center Supervisor" and feature measurable achievements in the top third of your resume.
- Customize your cover note for المعادي: explain why this location and work arrangement suit your availability and how you add value to the team.
- Highlight relevant practical experience, key responsibilities, and specific business impact.
- Showcase practical projects, accredited certifications, and strong language skills to complement experience.
- After applying, monitor your status from your dashboard and stay prepared for an interview invitation.
Readiness Checklist
- Updated CV in standard PDF format with a professional filename
- Skills aligned with the stated role requirements
- Availability for work in المعادي or remote if specified
- Measurable achievement examples prepared for interview talking points
- Egyptian Job Bank candidate profile ready for application tracking
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