Supervisor, Contact Center

Must have the ability to work evenings, weekends and holidays. 

Summary 

The Contact Center Supervisor leads the integrated customer service team responsible for providing exemplary service to patrons on the phone and through email with ticket transactions, memberships, donations, event registrations, and visitor information at the Missouri Botanical Garden, Sophia M. Sachs Butterfly House, and Shaw Nature Reserve. The supervisor implements strategies to increase membership conversion, cross selling, and revenue generated by the Contact Center team. The supervisor develops user-friendly, up-to-date procedures and documentation to prepare staff for new promotions, events, and programs across all sites. The Contact Center Supervisor builds relationships with a variety of staff across the Garden’s three locations and reports to the Director of Membership and Development Operations within the Institutional Advancement Division.

Essential Duties and Responsibilities

• Supervises Contact Center staff in the day-to-day handling of phone and online/email communication with patrons for tickets, memberships, donations, event registration, classes, accessibility requests, and general information. Responsible for hiring, training, scheduling, evaluation, goal setting, and coaching.
• Develops and adjusts staff schedule for Contact Center and frontline membership station, managing time and skills strategically, to successfully handle call and email volume while meeting quality standards.
• Creates and executes training plan, procedures, and up-to-date documentation to ensure team has a comprehensive understanding of the Tessitura CRM, Freshdesk email platform, Cuseum digital membership card software, and phone systems, membership and development programs, events, and visitor information across the three sites.
• Serves on the Tessitura superusers group to represent the needs of the Contact Center and provide insight on the patron experience with the CRM.
• Creates and implements strategies towards a fundraising and sales-focused environment that drive membership conversion/upgrades, cross selling of events and locations, philanthropic support, and other revenue opportunities.
• Sets and monitors goals and expectations established by IA leadership regarding call volume and quality, response rate of emails, and other productivity markers.
• Collaborates with other frontline supervisors and program managers to ensure information sharing and consistent level of service across three sites. Establishes Contact Center as hub of most up-to-date information for procedures, programs, updates, etc.
• Works with leadership to craft communication plans around the rollout of new events, programs, and procedures that will affect members and visitors.
• Acts as first point of contact for elevated customer service issues and works to resolve to mutual satisfaction. Escalates to other departments as needed, while tracking issues through resolution.
• Provides phone and email coverage on an as needed basis.
• Oversees and delegates additional tasks for Contact Center team, including but not limited to, outbound calling to members and registrants, data cleanup projects, and mail preparation.
• Supports major member and public events by ensuring appropriate phone support, training, and troubleshooting.
• Creates and distributes patron feedback reports and provides suggestions to appropriate departments to improve communications and CRM configuration for best possible patron experience.
• Ensures that all applicable safety standards are followed; informs staff and volunteers of safety guidelines and safe working practices and routinely monitors to enforce them.
• Meets expected attendance guidelines.
• Follows and adheres to established policies and procedures, including but not limited to Employee Handbook, Garden Safety Guidelines and Department Policies.
• Behaves and communicates in a manner that promotes and fosters a culture of teamwork, cooperation, and respect with all employees, supervisors/managers, volunteers, visitors and others.
• Performs other duties as assigned.

Supervisory Responsibilities: This position supervises 3 full-time and 4 part-time regular Membership and Contact Center Assistants, the Garden receptionist, and temporary part-time staff.

Core Competencies

• Communication– Listens to others and asks questions for clarification; Writes clearly and presents information accurately; Speaks professionally and responds well to questions; Supports positive visitor relations.
• Collaboration–Demonstrates teamwork and promotes respect in the workplace; Engages in problem solving and group initiatives; Cooperates in implementing procedures and process improvements; Strives for positive visitor experiences.
• Accountability– Demonstrates commitment to responsibilities and adaptable to changes; Effectively prioritizes, troubleshoots and takes appropriate actions; Follows policies and procedures, meets deadlines, quality, and safety standards; Strives to proactively, address visitor and internal colleagues’ concerns.
• Problem Solving– Identifies and resolves problems; Includes supervisor before taking action as necessary; Recommends solutions, demonstrates creativity and resourcefulness; Exhibits sound and accurate judgment in decision making process; Includes appropriate people in making decisions.
• Stewardship– Promotes and adheres to sustainability, safety and security protocols; Fosters a culture of respect, diversity and inclusion; Demonstrates effective and prudent use of Garden resources; Maximizes contributions during work hours.
•  Leadership - Incorporates a cluster of knowledge, skills and abilities required for management of people, budgets and assigned business functions/operations

Qualifications/Experience

• Minimum of two (2) years of experience in non-profit, arts/culture, box office, customer service, phone center, or sales environment required.
• Prior supervisory experience required, including scheduling, managing, and motivating a customer-facing team.
• Fundraising or membership experience strongly preferred.
• Experience working with Tessitura or a similar CRM, fundraising database, or ticketing system strongly preferred, with technology fluency and curiosity a must.
• Demonstrated ability to communicate effectively at all levels; must enjoy and feel comfortable interacting with the general public.
• Demonstrated ability to work effectively in a fast-paced, high-volume environment, to adapt on short notice, and to manage escalated customer service issues with resolve and sensitivity.
• Must be punctual, dependable, self-starter, and possess the ability to effectively multi-task and work under minimal supervision.
• Must be willing to work nights, weekends, and some holidays in addition to regular business hours.
• Enthusiastically supports the Garden, its mission, fundraising programs, vision, and leadership.
•  The Garden is committed to the safety and wellbeing of our employees, volunteers and guests.  All staff are strongly encouraged to receive all vaccinations as recommended by your healthcare provider prior to hire date.  The Garden reserves the right to require future proof of current vaccination status, based on local health department guidelines.  When international travel is necessary for Garden business, staff must be able to obtain required travel clearances, driving permits, and vaccinations for all countries where travel is required.
• The requirements and duties listed are representative and not exhaustive of the knowledge, skill, and/or abilities required.

Education                                       

• Bachelor’s degree in Business, Communications, Nonprofit Management, or relevant field required.
• An equivalent combination of skills, education and experience may be considered.

Computer Skills:

• Proficiency with Microsoft Office Word, Excel, PowerPoint, Outlook, and Teams required.
• Experience with Tessitura or similar constituent database strongly preferred.
• Experience in a call center or with phone systems a plus.
• Experience using social media platforms in a professional setting preferred.

Language Skills 

• Ability to communicate effectively in English (verbal and written).                            

Mathematical Skills

• Proficient basic math skills; requires ability to perform addition, subtraction, multiplication and division; calculate percentages and decimals, etc.

Reasoning Ability

• Requires ability to exercise independent judgment and to accurately assess other divisions’ needs and considerations in making decisions related to membership event program support, and effective problem solving skills.

Certificates, Licenses, Registrations

• Must possess and maintain a valid driver’s license.
• Must have the ability to pass a background screening and motor vehicle report (MVR) to meet minimum insurance underwriting criteria.

Physical Demands

• Requires ability to make frequent telephone calls and manage communication with vendors.
• Ability to utilize computer keyboard (typing) and sit for extended periods of the work day.
• Must be able to lift and carry 20 pounds when transporting supplies and assisting constituents; occasional hands-on participation with event set-ups required.
• May be required to perform tasks at varying heights (i.e., step stool ladders, etc.).
• Ability to move up and down stairwells (multiple MBG buildings have stairs); move about facility frequently throughout work day; frequent standing, reaching and stooping - 25% or more of the workday may be spent standing on feet.
• Must be able to work both indoors and outdoors.

Work Environment 

• Indoor office setting; shared work space, office environment with multiple staff within the department, operate standard office equipment to include computer, copier, fax machines, and other equipment.
• Ability to work outdoors in all weather conditions (i.e., humid conditions, temperatures over 100°F as well as temperatures below 0°F, in rain, snow and other inclement weather conditions as needed).

Contacts with Individuals/Organizations inside/outside the Garden 

• Institutional Advancement Division staff.
• Multiple Garden divisions.
• Garden members, donors, visitors, volunteers and vendors.
• Colleagues in other non-profit organizations.

Supervisor

• Director, Membership and Development Operations