Call Center Section Head

Planning

-Develop periodic plans (monthly, quarterly, annual) for all that is required to be achieved from each individual and team member.

-Develop periodic plans commensurate with all activities of the institution (marketing, awareness) in coordination with the marketing, public relations and finance team.

-Develop an appropriate plan for the operation of the call center team (needs, assignments, tools).

-Create an appropriate plan to develop and improve the performance of the communication team

-Create an appropriate plan for all incoming and outgoing call scenarios.

-create an appropriate plan to grow the donor database and attract new donors.

Implementation

-Follow up the work of communication team and supervise the implementation of all investigators required from the individuals and the team.

-Evaluate and organize communication processes.

-Establishing, developing and organizing the database of donors and coordinating its distribution to the work team in a balanced manner that achieves the goals of individuals and the team overall.

-Establishing, developing and organizing a database of corporate donors and coordinating it with the corporate donation officer.

-Follow up and solve all problems and requests for donors with the individual donations officer.

-Going to Follow up on the return of funding, marketing and awareness campaigns.

Supervision and follow-up

-Follow up the team's performance and evaluation according to performance indicators.

-Develop and update performance indicators according to the data in real time (in coordination with the team manager).

-Follow up on all departments and inquiries received and issued by the call center team and follow up on responding to them.

-Supervising all the tools of the call center, following up on the workflow and ensuring its effectiveness.

-Supervise and develop team performance and implement the recruitment plan to achieve goals.

Reports

-Make appropriate periodic reports regarding work capacity and growth.

-Prepare appropriate periodic reports on donations, their sources and databases.

-Make an appropriate analysis of the reports (in coordination with the team manager).