Overview
The position is responsible for managing the external donor care operations team, ensuring an exceptional donor experience across communication channels. It emphasizes data-driven decision making, operational efficiency, and continuous improvement in systems and service processes.
Key Responsibilities
- Maintain and monitor daily and weekly dashboards to track service quality and team performance.
- Support the coordination of donor care activities including inbound calls, emails, and welcome calls.
- Ensure consistent use of SOPs and knowledge bases in donor interactions.
- Prepare routine reports on service quality and donor engagement metrics.
- Provide input into workload forecasting and scheduling based on historical contact volumes.
- Assist in maintaining shift schedules and tracking team availability.
- Support the supervisor in resource allocation and task prioritization.
- Respond to donor inquiries and pledge cancellation requests using approved communication guidelines.
- Escalate complex retention cases to the supervisor or relevant teams.
- Support donor engagement efforts through outbound calls and follow-ups.
- Participate in quality assurance activities such as call audits and CSAT reviews.
- Assist in onboarding and training sessions for new team members.
- Provide feedback to improve donor interaction scripts and service delivery.
- Collect and compile data on donor queries, contact patterns, and cancellation reasons.
- Assist in preparing performance summaries and identifying recurring issues.
- Support the supervisor in analyzing trends and proposing improvements.
- Monitor donor contact channels (email, phone, chatbot) for usability and performance.
- Report system issues and improvement suggestions to BIS/IT teams.
- Assist in testing and documenting CRM and chatbot updates.
- Support the maintenance of chatbot flows and escalation logic.
- Monitor chatbot interactions and report drop-off trends or unresolved queries.
- Coordinate with the supervisor on chatbot updates and integration with live support.
- Track donor journey touchpoints such as welcome calls, failed payments, and cancellations.
- Collect donor feedback and share insights with the supervisor.
- Support alignment of service operations with donor engagement strategies.
- Perform other duties as assigned by the supervisor, including support to donor retention and engagement initiatives.
Required Experience
- Minimum of 1 year of professional experience in customer service operations, preferably in the nonprofit, fundraising, or donor support environment is required
- 3 years of professional experience in Customer Service operations is desirable.
- Proven track record in managing teams, operational KPls, and service improvement initiatives is desirable.
- Demonstrated experience in workforce planning/ scheduling based on contact arrival trends (calls/emails) is required.
- Hands-on experience managing CRM flows and improving process efficiency (e.g., reducing clicks in Salesforce) is required.
- Experience in building and maintaining chatbotjourneys and automated donor support tools is required.
- Relevant experience at country level, particularly in development, fragile settings and humanitarian contexts is desirable.
Qualifications
A first-level university degree in Business Administration, Communications, Nonprofit Management, Customer Experience, or other relevant fields is required.
