We are always looking for talented people to join our spectacular team. Believe it or not, Phil Miller, President of DCM, started his career in this industry as a telephone representative. It was not his intention to start a career in telemarketing, he just needed a part-time job and loved the performing arts. Soon, Phil became a campaign manager and the rest, as they say, is history.
DCM has an ongoing need for the positions listed below. If one of the opportunities below interests you, please e-mail, fax, or mail a cover letter and your current resumé to:
| Maria Schafer, Manager of Recruitment and Training |
| DCM |
| 45 Main Street Suite 816 |
| Brooklyn, NY 11201 |
| email: mschafer@dcmtm.com |
| Tel: 718.488.5577, 5004 |
| Fax: 718.488.5598 |
Performing Arts Calling Center Director | Manager of Recruitment and Training
Campaign Manager | Assistant Manager | Telephone Representative
Performing Arts Calling Center (PACC) Director
REPORTS TO: Vice President of Client Services
SUPERVISES: PACC Administrative Staff, Director of Campaigns
Director will handle management of staff, operations, and client services for all telemarketing and telefundraising campaigns conducted out of DCM’s Performing Arts Calling Center. The PACC Director sets quarterly and yearly goals with the call center team to consistently look for ways to improve service, create efficiencies and increase employee satisfaction.
Staff management responsibilities include:
- Hiring, training, and supervising all floor managers, including Senior Manager, reporting department, and recruitment manager.
- Setting weekly management goals, meeting regularly with staff
- Creating and managing caller incentives
- Handling disciplinary and HR issues as needed.
- Scheduling campaigns.
Operations management includes:
- Creating and maintaining the call center budget
- Setting caller pay
- Assessing clerical needs
- Providing strategic leadership and analysis.
Client Services responsibilities include:
- Planning campaigns with clients
- Creating projections and lead schedules
- Managing call schedules
- Creating forecast reports
- Managing the script and letter writing process
- Completing final summaries of campaign results.
Other responsibilities include:
- Exceed client expectations and add value to the client’s relationship with DCM
- Build and maintain excellent relationships with clients and campaign managers
- Developing incentives and motivational tools for managers and callers
- Work collaboratively with the campaign team and all levels of management within and without DCM
- Schedule/plan the workload and timetable for allocated campaigns
- Arrange and attend periodic client meetings
- Oversee the development of materials/projects/deliverables through their successful completion
- Communicate updates and changes in policies, product, guidelines and procedure
REQUIREMENTS AND EXPERIENCE:
Strong leadership and team building skills
Arts telemarketing and telefundraising experience
Prior successful management experience
Strategic planning, marketing, forecasting and sales ability
Bachelor’s degree preferred
MS Office Skills (i.e.: Word, Excel, Internet)
Strong communication and presentation skills
5+ years experience in management
Manager of Recruitment and Training
DEPARTMENT: Client Services
REPORTS TO: Vice President of Client Services
Leads and manages candidate selection process to develop an experienced and talented, geographically diverse team of telemarketing and telefundraising campaign managers. Works with client services management staff to assure campaign management talent is available to lead onsite campaigns. Responsible for motivating and overseeing onsite managers, including performance and career management. Recruits and manages training for multiple field managers from candidate identification to selection. Builds communication channels between administrative staff, managers and clients. Develops and communicates messaging for DCM’s mission and the services it provides. The Manager of Recruitment and Training must be a creative problem solver able to manage staffing and training for all of DCM’s client base, and develop and implement solutions to campaign problems when they arise.
MAIN RESPONSIBILITIES
Build a team of professional campaign managers with both a service and a sales mindset:
- Create and maintain a successful, on-going recruitment program, developing managers from DCM calling rooms and other recruitment sources.
- Implement and supervise a professional manager training program, including the development of all collateral materials and logistical support.
- Structure and document compensation agreements with managers.
- Provide campaign and individual support for managers, including policy and professional development, campaign budget oversight, and troubleshooting as required.
- Provide on-going campaign assessment and enhancement ideas and respond to requests from clients, DCM administrative staff or managers for troubleshooting assessment and implementation.
- Manage and coordinate the time and resources of necessary campaign troubleshooters.
- Respond to Account Executive, client and/or manager requests for further training and guidance.
- Plan and write (or edit) monthly newsletter for campaign management and internal staff.
- Expand and maintain manager handbook and training materials.
- Develop new ways for communicating with managers and keeping them informed of DCM information and policies as well as industry news and information.
- Advise, coach, counsel and motivate managers; act as ombudsman for all managers.
- Maintain manager files (with admin staff) including current contact information and current and historical campaign assignment and production information.
Required Qualifications:
Prior experience managing a telemarketing or telefundraising campaign and large teams;
Excellent verbal and written communication skills;
Proven capability in assessing the talents, qualifications and weaknesses in campaign manager candidates;
Exceptional ability to teach, train and coach
Team building skills
Strong organizational and administrative skills
Excellent computer skills Microsoft Excel, Word, Outlook
Campaign Manager
DCM Managers are known for their dedication, professionalism and passion in serving our client's organizations. Many of our clients claim that the success of their campaigns lies squarely in the hands of these dedicated professionals. To succeed at DCM, a manager needs to be both independent and connected to the DCM team. Our best managers are creative in their approaches to solving problems on their campaigns, meticulous in their paperwork, highly confident in their ability to train telephone representatives, and extremely considerate to the needs of their client. This is an uncommon mix that makes for uncommon success.
Assistant Manager
Assistant managers are key individuals on DCM campaigns. On small campaigns, the assistant manager might run one shift a week, open up the office in the morning, or help train new telephone representatives. On large campaigns, an assistant manager might run a significant number of shifts with his/her own team of callers. Assistant Managers are also DCM's best campaign manager candidates. If you would like to become a campaign manager, this is the position to be in. The typical assistant manager works 1 to 6 shifts per week and many times doubles as a telephone representative.
Telephone Representative
At the heart of DCM's success is the telephone representative or "caller." Each caller will contact hundreds or even thousands of patrons on behalf of a client arts organization. For those patrons, the telephone representative is the organization and it is vital that each caller represent the client organization to the best of his/her ability. A winning attitude, good product knowledge, and a sincere love of the arts are the tools of the telephone representative. The typical telephone representative works 20 hours per week in the evening and on weekends.
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