Make-a-Wish Looking for Donor Care Team Lead at Toronto, ON Full Time

Is it to be part of an organization that is child-focused, values employee experience and is an inspiring workplace? If so, Make-A-Wish is for you!

Make-A-Wish® Canada creates life-changing wishes for children with critical illnesses. We are on a quest to bring every eligible child’s wish to life because a wish is an integral part of a child’s treatment journey. Research shows children who have wishes granted can build the physical and emotional strength they need to fight a critical illness.

“It’s been wonderful to have this wish to look forward to… It’s wonderful to see [Rowan] with something that brings him pure joy after all he’s been through and missed out on!”

–Melissa, mom to wish kid Rowan (age 5, leukemia), who wished for an indoor jungle gym.

• Meaningful opportunities to make an impact
• An environment where you feel valued and inspired
• An attractive compensation package, including Benefits, RRSP, Paid Vacation, Additional Paid Leaves
• Work/life balance and flexibility
• Employee Wellness Program
• Corporate discounts
• Continuous learning, development and internal training opportunities
• Fun employee activities, contests and more!

Make-A-Wish® Canada is committed to fostering a culture that aims to change lives while offering a rewarding employment experience where your contributions make a true difference every day!

MISSION, VISION AND VALUES

Our mission is, together, we create life-changing wishes for children with critical illness.

Supported by our vision to grant the wish of every eligible child.

Our values are Child-Focused, Integrity, Impact, Innovation, and Community.

We are looking for a Donor Care Team Lead (Phone Operations) to join our team at Make-A-Wish Canada.

Reporting to the Director of Donor Care, the Donor Care Team Lead will supervise the phone team who are responsible for managing all inbound and outbound interactions with donors, participants and volunteers. The Team Lead will ensure the team provides a best-in-class experience and will accurately enter data into our CRM systems. The successful candidate will develop and maintain performance metrics that will allow for an efficient operation of the team. They will also work closely with Finance, CRM, IT and Revenue Development teams to design, implement, and continually optimize ongoing donor care experience projects. The hours of operation for Donor Care are 8am to 7pm EST, Monday to Friday.

This role can be based out of any of our Make-A-Wish Canada offices and is a full-time, permanent position.

• Collaborating closely with the Director, Donor Care, provides recommendations to improve Donor and participant experience while accurately and efficiently processing donations and capturing data in our CRM’s
• Responsible for inbound and outbound phone operations, developing and maintaining KPI’s to monitor performance and improve SLA’s
• Supervises phone gift entry, acknowledgement, tax receipting processes into CRM systems (Salesforce, Donor Drive, Crowd Change) while ensuring ongoing quality and integrity of data entry
• Develops new consistent processes that provide first call resolution, and improves donor and participant experience
• Develops quality assurance program to monitor, train, coach and evaluate inbound/outbound teams
• Responsible for ensuring compliance with data integrity standards within Salesforce, Donor Drive and Crowd Change to ensure supporter records are always up-to-date and accurate
• Works collaboratively with colleagues across the organization to provide ongoing guidance of data entry and acknowledgement letter processes
• Responsible for the day-to-day management of the Phone team including supporting hiring, training, coaching and professional development
• Responsible for maintaining training materials for gift entry and phone support to ensure team members are kept up to date with the latest information for consistent gift entry and donor experience
• Collaborates with the Gift Processing Team Lead to create a culture of success and collaboration
• Provides back up phone support to donor care team to ensure donations and customer services calls are responded to in a timely matter
• collaborates with Finance, IT and CRM teams to support monthly and year end reconciliations, telephony, and CRM systems
• Work in compliance with the Occupational Health and Safety Act and its regulations
• Other duties as assigned.

• Completion of post-secondary education, or equivalent combination of education, training, and related experience
• A minimum of 3 years’ experience in donation processing, contact center, or operations, preferably in the not-for-profit sector
• Exceptional leadership skills with a proven track record to inspire, motivate and develop team members
• A team player with excellent organizational, time management, communication (written and oral), problem solving, negotiation and analytical skills
• Exceptional organizational, project management and analytical skills with the ability to multi-task in a fast-paced environment
• Knowledge of CRA tax receipting requirements and general accounting procedures
• Strong working knowledge of CRM environments – Salesforce is an asset
• Advance level of proficiency in MS Office
• A clear Criminal Background Check required
• Fully vaccinated against COVID-19 at least 14 days prior to their first day of work, subject to relevant accommodations or exemptions.

• Office environment with occasional requirements to work outside of regular office hours
• Occasional day/overnight travel

PHYSICAL/MENTAL EFFORT

• Works under pressure of tight deadlines, with high volume workload, and with multiple demands, changing priorities.
• Demonstrates emotional resiliency to be able to conduct cold-calls and continue to develop key stakeholder relations.
• Ability to work independently and exercise sound judgement.