Supervisor, Donor Response

Job Description

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A day in the life of a Supervisor, Donor Response

At Samaritan’s Purse, the Gospel really is the center of all we do!  We start each day with a time of devotions and prayer.  We hear from members of our staff, both from IHQ and our global offices, as well a special guest speakers who encourage us in God’s word.  We then join together to prayer for one another, as well as praying for staff and volunteers who serve around the globe.  We get paid to start each day this way! 

Job Duties

• Oversight
  • Supervise the day-to-day activities of individual full-time representatives and seasonal associate staff
• • Be readily available as immediate “go to” for difficult or escalated situations
  • Build a healthy culture and unity among the team
  • Conduct annual performance reviews 
• Coverage 
  • Manage and schedule staffing to ensure capacity is optimal throughout the year:
    • Six-day, two-shift, 8am — 12 midnight schedule
    • Predictable volume fluctuations by season
    • Unpredictable spikes in calls related to disaster or media events
• Quality
  • Evaluate performance of every representative to ensure meeting or exceeding quality standards related to professionalism, accuracy, timeliness, and ministry in interactions with donors
  • Monitor and audit the quality of phone calls, emails, and written correspondence
  • Suggest improvements to workflow, donor experience, scripting and other procedures
• Coaching
  • Maintain a thourough knowledge in SP programs and Response Center procedures
  • Provide ongoing coaching and assistance to representatives as needed 
• Problem Solving
  • Continually evaluate workflow, donor experience, scripting and other procedures
  • Recommend improvements that will bring greater effectiveness and efficiencies
  • Receive and resolve escalated calls from within the team
  • Listen effectively and discern to identify issues and resolve conflict
• Hiring
  • Assist with initial interview and screening process for candidates for Representative.
  • Assist with onboarding and training as needed. 

Check out why people love serving with Samaritan’s Purse: https://bit.ly/2F8Nom5

Qualifications & Experience

• Maintain a personal, active relationship with Jesus Christ and be a consistent witness for Jesus Christ.

• Bachelor’s degree (B.A.) with five (5) years management experience and/or training; or equivalent combination of education and experience.

• 12 credit hours of college-level Biblical studies strongly preferred.

• Ability to establish and build key relationships

• Detail oriented

• Strong time management skills

• Strong collaboration and communication skills

Job Location: North Wilkesboro, NC

Type (Full-Time/Part-Time/Associate): Full-time

Benefits

• Medical, prescription, dental & vision insurance
• Flexible Spending Account (FSA)
• Long term and short term disability insurance
• Term Life insurance
• 401(k) retirement savings plan
• Paid holidays, vacation, and sick/personal time

Samaritan’s Purse Mission Statement:

Samaritan’s Purse is a nondenominational evangelical Christian organization providing spiritual and physical aid to hurting people around the world. Since 1970, Samaritan’s Purse has helped meet needs of people who are victims of war, poverty, natural disasters, disease, and famine with the purpose of sharing God’s love through His Son, Jesus Christ. The organization serves the Church worldwide to promote the Gospel of the Lord Jesus Christ.

Samaritan’s Purse Statement of Faith:

* We believe the Bible to be the inspired, the only infallible, authoritative Word of God.  (1 Thessalonians 2:13; 2 Timothy 3:15-17)

* We believe that there is one God, eternally existent in three persons:  Father, Son, and Holy Spirit.   (Matthew 28:19; John 10:30; Ephesians 4:4-6)

* We believe in the deity of the Lord Jesus Christ, in His virgin birth, in His sinless life, in His miracles, in His vicarious and atoning death through His shed blood on the cross, in His bodily resurrection, in His ascension to the right hand of the Father, and in His personal return in power and glory.   (Matthew 1:23; John 1:1-4 and 1:29; Acts 1:11 and 2:22-24; Romans 8:34; 1 Corinthians 15:3-4; 2 Corinthians 5:21; Philippians 2:5-11; Hebrews 1:1-4 and 4:15)

* We believe that all men everywhere are lost and face the judgment of God, that Jesus Christ is the only way of salvation, and that for the salvation of lost and sinful man, repentance of sin and faith in Jesus Christ results in regeneration by the Holy Spirit. (Luke 24:46-47; John 14:6; Acts 4:12; Romans 3:23; 2 Corinthians 5:10-11; Ephesians 1:7 and 2:8-9; Titus 3:4-7)

* We believe in the present ministry of the Holy Spirit, whose indwelling enables the Christian to live a godly life.   (John 3:5-8; Acts 1:8 and 4:31; Romans 8:9; 1 Corinthians 2:14; Galatians 5:16-18; Ephesians 6:12; Colossians 2:6-10)

* We believe in the resurrection of both the saved and the lost; the saved unto the resurrection of eternal life and the lost unto the resurrection of damnation and eternal punishment.  (1 Corinthians 15:51-57; Revelation 20:11-15)

* We believe in the spiritual unity of believers in the Lord Jesus Christ and that all true believers are members of His body, the church.  (1 Corinthians 12:12, 27; Ephesians 1:22-23)

* We believe that the ministry of evangelism and discipleship is a responsibility of all followers of Jesus Christ.   (Matthew 28:18-20; Acts 1:8; Romans 10:9-15; 1 Peter 3:15)

* We believe God’s plan for human sexuality is to be expressed only within the context of marriage, that God created man and woman as unique biological persons made to complete each other.  God instituted monogamous marriage between male and female as the foundation of the family and the basic structure of human society.  For this reason, we believe that marriage is exclusively the union of one genetic male and one genetic female.   (Genesis 2:24; Matthew 19:5-6; Mark 10:6-9; Romans 1:26-27; 1 Corinthians 6:9)

* We believe that we must dedicate ourselves to prayer, to the service of our Lord, to His authority over our lives, and to the ministry of evangelism.   (Matthew 9:35-38; 22:37-39, and 28:18-20; Acts 1:8; Romans 10:9-15 and 12:20-21; Galatians 6:10; Colossians 2:6-10; 1 Peter 3:15)

* We believe that human life is sacred from conception to its natural end; and that we must have concern for the physical and spiritual needs of our fellowmen.   (Psalm 139:13; Isaiah 49:1; Jeremiah 1:5; Matthew 22:37-39; Romans 12:20-21; Galatians 6:10)