Job purpose
The mission of the Tunnel to Towers Foundation is to honor the sacrifice of firefighter Stephen Siller who laid down his life to save others on September 11, 2001. We also honor our military and first responders who continue to make the supreme sacrifice of life and limb for our country. The Tunnel to Towers Foundation is committed to eradicating homelessness amongst our veterans.
The Manager is responsible for leading a high-volume in-bound call center team dedicated to delivering an exceptional donor experience. This role oversees the Supervisors to ensure strong frontline leadership, drive performance through coaching and accountability, and maintain operational excellence. The Manager partners with senior leadership to report on performance metrics, donor trends, and team effectiveness, while fostering a positive, mission-driven work environment.
Duties and responsibilities
- Directly oversee and develop Donor Services Supervisors managing inbound call center representatives.
- Coach and mentor supervisors to strengthen leadership effectiveness, accountability, and team engagement.
- Ensure supervisors are accurately tracking attendance, timekeeping, and adherence.
- Review coaching documentation and confirm supervisors are conducting consistent, effective coaching conversations and performance discussions.
- Promote a positive, professional, and supportive work environment that encourages development and accountability.
- Oversee daily inbound call center operations to ensure consistent service delivery and high-quality donor experience.
- Identify operational gaps and partner with leadership to implement process improvements. Ensure compliance with organizational policies, procedures, and service standards.
- Support supervisors in resolving escalated donor concerns and complex staff matters.
- Work closely with the Workforce Management team to ensure accurate staffing alignment, attendance tracking, and reporting integrity.
- Utilize Salesforce to monitor donor interactions and team activity.
- Create, modify, and analyze Salesforce reports and dashboards to support operational oversight.
- Use reporting insights to help supervisors coach effectively, identify behavioral and performance trends, and address opportunities proactively.
- Ensure data accuracy and consistency across systems.
- Serve as a liaison between senior leadership and the Donor Services team.
- Share organizational updates, process changes, and strategic initiatives with supervisors.
- Provide leadership with regular updates, operational insights, and recommendations.
- Participate in strategic planning discussions and contribute a frontline operational perspective.
Qualifications
- Bachelor’s Degree required.
- Minimum 2 years’ experience in customer service management.
- Excellent written and verbal communication skills.
- Exceptional organizational and time management skills.
- Experience in a nonprofit or donor services environment.
- Salesforce reporting and dashboard development experience.
- Strong research and analytical skills, with the ability to gather and present information effectively.
- Ability to multitask multiple projects and supervise personnel.
- Proficient in Microsoft Office/ Google Suite (or equivalent).
- Pre-employment screening, including a background check, is required.
Working conditions
Special working conditions may include changes in days worked, shift hours, and/or working conditions (e.g., outdoors or other locations) when participating in and assisting with special events as needed
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Vision insurance
Work Location: In person
