Team Lead, Donor Care

at  Canadian Cancer Society

Job Title: Team lead, Donor Care
Location: Toronto, Vancouver, Hamilton, Montréal, or any other CCS office Location (Detailed office location information can be found by visiting this link: https://cancer.ca/en/contact-us)
Work Model: Hybrid Work Model
Salary Band: 5 ($56,000 - $84,000 CAD)

QUALIFICATIONS:

• Completion of related post-secondary education, and or 2 or more years of experience in a senior customer service role. Previous leadership roles considered an asset
• Over 1-2 years of experience in the similar field
• Highly developed customer service, communication and problem-solving skills to ensure best in class service is provided to all CCS constituents and stakeholders
• Solid interpersonal skills that allow one to work effectively in a diverse working environment
• Experience working in SalesForce, Luminate Online, Deloitte Cornerstone, Fundraise Up or other online fundraising software an asset
• Ability to work in a fast-paced, multi-tasking team environment
• Strong skillset to develop training methodogies that are effective in driving team performance
• Experience managing people considered an asset
• Strong customer service, communication, and interpersonal skills
• Excellent attention to detail and analytical skills
• Experience working in a team-oriented environment

• Operations
• Support Donor Care (DC) operations to include project support (attending meeting and providing subsequent staff training as required
• Participate in campaign discovery discussions to provide feedback and insights from donors and participants
• Oversee the assignment of tasks to staff within their team
• Provide assistance to Managers and Senior Manager with strategic development and planning for upcoming campaigns.
• Backup support for phones, email and live chat during busy campaigns and events through the year

Leadership

• Mentor, provide direction to Donor Care Representatives
• Ability to look for enhancements autonomously and create solutions to streamline day-to-day operations of Donor Care
• Create a team culture of productivity and high performance through goal setting and performance management
• Handling escalations from donors, as required
• Utilize systems and reports to identify opportunities for efficiency improvements.
• Confident with a broad understanding of DC processes, bringing a business mindset to the table
• Enhanced knowledge and understanding of our databases, processes and CCS scope of work
• Ability to enhance relationships with donors, partners, stakeholders
• Provide guidance, coaching and training to team members, ensuring they have the skills needed to be successful

• Coach and train the team to exceed productivity targets

Training

• Work with campaign and departmental leads to ensure training is regular and concise
• Support Managers and Senior Manager with queue management, reviewing dashboard and checking call flows as needed
• Contribute to our culture of justice, belonging, equity, diversity, and inclusion by ensuring that all staff feel represented and heard regardless of their gender, age, religion, ethnicity, and nationality or race.