Call Center

Description:

Acquire the Fire aggressively attempts to fill arenas with young people, providing an atmosphere in which they can encounter God.  The Acquire the Fire Regional Manager plays an integral role in making this happen.   This person must have a desire to develop strong working relationships with various types of youth workers, think outside of the box, and be willing to commit themselves to the success of their event(s).  Reporting to the Acquire the Fire Contact Center Director, the Regional Manager will lead the daily activities of their call team.  The individual will manage, coach and support the activities of the contact center representatives and will also be responsible for hitting specific activity metrics and performance targets.

Primary functions:

• Responsible for promoting and recruiting attendance for large-scale events
• Represent Acquire the Fire in the public eye of each city, serving as a proactive liaison between potential attendees and the Acquire the Fire Operational/Event Staff
• Become an expert on the demographics/needs/preferences of each city
• Network with influential key players in each city; develop strategic partnerships
• Work with marketing to provide city with the most effective promotional efforts (emails, print pieces, radio, etc.)
• Problem-solve and resolve customer disputes
• Maintain a consistent blog and implement city specific viral marketing
• Research additional ways to gather leads and make connections with Decision Makers
• Professional development of Team Captains when applicable
• Daily provides direction, motivation and oversight of call team
• Service observes, consistent feedback, and coaching of call team
• Manage vacation/sick time and incident reports; hold call team accountable to goals
• Strategically delegating lists to call team; preventing numerous calls in a short period of time
• Maintain the integrity of the database by ensuring that it is updated properly
• Report and track the progress of event; ability to interpret, diagnose, and project current event attendance in conjunction with historical measurement

Performance measurements

• Revenue goals [paid seats filled benchmarks]
• Productivity and conversion targets
• Quality assurance review scores
• Intern satisfaction