Call Center Manager

18 Jun 2012, Posted by admin in Uncategorized, No Comments. Tagged , , , , , , , , , ,

Call Center Manager


Kelly Anderson, 27, has worked for RuffaloCODY, which provides fundraising services to clients, for six years. She currently is the program center manager at the University of Cincinnati Telefund center.

My official title is program center manager. During the day I have a responsibility to maintain the relationship with our clients so that we can continue to have a contract here at the University of Cincinnati. I do all the back-end things for building the program: segmentation plans, operating plans, budgets so that we can pay people, hiring, training, recruiting and retaining employees – that’s a big part of it. Obviously the nighttime will be devoted to shift management sort of things.

This year our (fundraising) goal is $1.2 million. We’re looking for about 16,000 pledges; we only have 12,000.

I was a criminal justice major because I wanted to help people. I don’t really think my college experience prepared me to do any of that. What I get from fundraising and philanthropy is, you know, giving back in a different way. Not so much my time, but helping people raise money and things like that. I’m not where I thought I would be, but glad that I’m here.

I like to have an environment where everything’s open. We’re all friends, but we still maintain that this is still is a job. I want people to be happy about coming here. That makes it so people stay around longer, and when they stay around longer you get to build better relationships with them. It’s a nice environment to be in.

The worst thing? Nobody ever knows what I do. When I talk about it with people, with family and friends from home, they think that I’m still a caller, which is just not the case. People just don’t understand the importance. They play it down, like, “Oh, you’re a telemarketer,” and all that kind of stuff. We do such a great thing for the university, but then people hear that we call, and it’s automatically this negative connotation. I’d say that’s the worse.

I’ve had supervisors who have worked under me. I’ve trained them, and they’ve gone on to careers in development. So I think that’s the biggest motivating factor for me.

I have a really good ability to get to know people and see through lies. Things like that I get from college students. People at that age, getting this kind of job, can relate to a real person, and that’s just what I always try to be.

– Interview by Ashley Dang, photos by Amanda Ackerson-Wyllie

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