Supervisor-Donor Relations

Title: Supervisor, Donor Relations Operations

Employee Working

Location:

Virtual/Hybrid (Canada)

Employment Status: Full-time Permanent

The Canadian Red Cross (Red Cross) – an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada’s Best Employers 2026, we are committed to having an accessible, diverse, inclusive, and barrier‑free work environment.

The Supervisor, Donor Relations Operations provides hands‑on leadership and daily operational oversight for both internal Donor Relations Representatives and outsourced donor contact centre teams. The role ensures donor services are delivered consistently, effectively, and in line with established service standards.

Working closely with frontline staff, the Supervisor manages daily staffing and workflows, monitors individual and team performance, delivers coaching and quality feedback, and addresses operational issues and service escalations as they arise. The Supervisor ensures teams follow approved policies and procedures while meeting service level, quality, and productivity expectations in a fast‑paced, service‑driven environment.

As the primary operational point of contact for the outsourced contact centre vendor, the Supervisor supports clear communication, alignment on performance expectations, and the successful implementation of operational or process changes. Through regular collaboration with internal partners and frontline teams, the Supervisor contributes to operational stability, continuous improvement, and a positive, donor‑focused experience.

• Provide high‑performance day‑to‑day supervision and coaching to Donor Relations Representatives, supporting performance, engagement, and development
• Oversee daily workflows and staffing coverage to meet service levels, quality standards, and operational priorities. This includes workload distribution to meet service level, and productivity targets.
• Coach, support, and develop Donor Relations Representatives through regular feedback, performance monitoring, and quality reviews
• Support the delivery of a consistent, donor‑centered experience across internal and outsourced contact centre teams
• Monitor performance and quality metrics, using insights to guide coaching, identify risks, and support continuous improvement.
• Support onboarding and ongoing skill development to ensure adherence to organizational policies, service standards, and donor care expectations
• Lead daily operational activities such as team huddles, check‑ins, and issue follow‑ups to reinforce priorities and maintain engagement
• Act as the primary day‑to‑day operational liaison with the outsourced contact centre vendor, supporting alignment on performance expectations, processes, and service updates, and issue resolution.
• Monitor vendor performance against established KPIs and quality standards, and collaborate with vendor supervisors to address performance or operational issues
• Collaborate with internal teams (e.g., Training, Technology, Compliance) to support operational readiness and coordinate the implementation of approved operational changes, including updates to articles, canned responses, tools, and reference materials, ensuring clear communication and consistent adoption across Donor Relations internal and outsourced teams.
• Review donor interactions, escalations, and quality insights to identify risks, trends, and opportunities for improvement
• Ensure timely handling of escalations, incident reporting, and follow‑up in line with established policies and procedures
• Support the day‑to‑day execution of quality assurance activities, including phone and email interaction reviews, calibration, and scorecard discussions
• Escalate recurring or systemic operational issues and participate in issue resolution and continuous improvement initiatives
• Use contact centre systems and productivity tools (Genesys, SharePoint, Microsoft Teams, reporting and QA platforms) to support operational oversight and performance tracking
• Ensure ethical fundraising practices, donor privacy standards, and incident…