Engagement Center Manager - University of Delaware

Engagement Center Manager - University of Delaware

Newark, Delaware

The Engagement Center Manager (ECM) is responsible for building 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 leverages Encoura’s engagement 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 and is responsible for managing the day-to-day operations of the engagement center’s fundraising program.

• 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 Encoura’s 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 site’s 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.

• Within 1 month: Build strong 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 months: Lead calling shifts and adapt leadership style to align with employee skill levels, enforce performance standards, use metrics and data to coach, address performance in client meetings, complete required reports, and know when to resolve issues internally or involve the client.
• Within 6 months: Manage programs independently by using segmentation to guide strategy, optimize staffing and outreach through data, anticipate risks with solutions, and drive measurable improvement in key KPIs.

• Associate’s 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‑faced 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 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.

Encou…