Engagement Center Manager

Role Overview
The Engagement Center Manager (ECM)is responsible forbuilding and leading a high performing team of Engagement Ambassadors who connect with alumni parents and friends of a college or university or other institution. The ECM enthusiastically motivates staff and leveragesEncourasengagement platform to deliver personalized omni-channel outreach including phone text and personalized video to every constituent. This role offers valuable experience in team building program management budgeting and other critical skills needed for long-term success in fundraising and engagement. The ECM works onsite andis responsible formanaging the day-to-day operations of the engagement centers fundraising program.

A Day in the Life

• Build and sustain a strong engagement culture by recruiting hiring coaching and developing a team of part time Engagement Ambassadors and Supervisors.
• Deliver an exceptional client experience through consistent communication with clients and Encoura internal teams.
• Utilize insights to develop and execute daily outreach strategies that maximize constituent engagement. Examples of daily outreach strategies include telephone texting and video.
• Monitor program performance and adjust tactics to achieve both short- and long-term client goals.
• Maintain positive collaborative relationships with clients coworkers and leadership.
• Coordinate efforts with program-specific support teams to ensure seamless execution.
• Manage Encouras engagement platform to deliver personalized omni-channel outreach to every constituent.
• Design and implement strategies to motivate and retain staff members.
• Analyze program results and reporting data including forecasting projections and statistical analysis to drive program improvements.
• Serve as the sites HR and payroll liaison coordinating with HR to support staffing performance management timekeeping and compliance.
• Actively monitor program budget and expenses to ensure financial performance and efficiency.

Role Progression

• Within 1 monthyoull:Buildstrong stakeholder relationships understand client goals and obligations lead effective coaching and team huddles support recruitment and payroll needs learn reporting and escalation processes and understand key metrics and calculations.
• Within 3 monthsyoull:Lead calling shifts and adapt leadership style to align with employee skill levels enforce performance standards use metrics and data to coach addressperformance in client meetings completerequired reports and knowwhen to resolve issues internally or involve the client.
• Within 6 monthsyoull:Manage programs independently by using segmentation to guide strategyoptimizestaffing and outreach through dataanticipaterisks with solutions and drive measurable improvement in key KPIs.

About You

• Associates degree or equivalent experience.
• Strong supervisory and leadership ability demonstrated in past work experience; former call center fundraising or enrollment experience a plus.
• Demonstrated organizational skills that support successful managing of a multi-faceted engagement center and accompanying student staff.
• Excellent spoken and written communication skills.
• Multi-task oriented with the capabilities to effectively execute multiple managerial duties simultaneously.
• Must be able to analyze statistics and offer insight into statistical trending of program/project; comfort with mathematics is required.
• Proficient in Microsoft Office (specifically Microsoft Word PowerPoint and Excel).
• Ability to thrive in an environment with limited oversight.
• Dedication to a unique afternoon and evening schedule (Sunday Thursday 12:30 pm to 9:30 pm).
• Position predominantly includes sitting/standing for long periods of time close vision through the use of a computer screen; extensive keyboarding talking hearing and infrequent light physical effort is required (minimum of fifteen pounds).
• Successful candidates will be required to complete and pass a CLEAR identity verification as part of the pre-employment screening process.
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The annual base salary for this exempt position is $80168.40. Encoura establishes compensation using national market data internal equity considerations and organizational budget factors to ensure fairness and consistency across the organization. Employees in this role are eligible for Encouras comprehensive benefits package which includes health insurance retirement contributions paid time off and other programs that support employee wellbeing.

About Us

Encouras mission is to empower students and institutions to create meaningful connections so everyone can make the most informed decisions to achieve their goals. Since 1972 the Company has evolved its products and services to better represent the link between students and higher education institutions and to create the highest probability of student success.

Encouras expertise now spans enrollment research marketing student success and advancement and provides an unmatched combination of higher education experience and innovative solutions for colleges and universities. The Company also offers Encourage the nations largest free college and career planning program used by millions of high school students and educators nationwide.

It is the policy of the Company to provide equal employment opportunities to all qualified applicants without regard to race color religion sex sexual orientation gender identity national origin age protected veteran or disabled status or genetic information. All applicants must be eligible to work in the U.S.

Encoura endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require reasonable accommodation to complete any part of the application process or are limited in the ability and need an alternative method for applying please contact the Talent Team.

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Manager