Senior Contact Center Lead - Membership & Fundraising

Missouri Botanical Garden; St. Louis (MO); On-site; USD 55,000 - 75,000; Full time

Job summary

The Missouri Botanical Garden seeks a Contact Center Supervisor to lead a combined team across three sites: the Garden, Sophia M. Sachs Butterfly House, and Shaw Nature Reserve.

You will guide phone and email support for tickets, memberships, donations and registrations while improving service and revenue opportunities. Responsibilities include scheduling, training, process documentation, and acting as Tessitura superuser to optimize patron experience across locations.

Qualifications

• Minimum 2 years in non-profit, arts/culture, box office, customer service, phone center, or sales environment.
• Prior supervisory experience with scheduling, coaching and performance management.
• Fundraising or membership experience strongly preferred.
• Experience with Tessitura or a similar CRM is highly preferred; strong tech fluency.
• Ability to communicate effectively with diverse staff, volunteers, and patrons.

Responsibilities

• Supervises Contact Center staff in daily phone and email interactions for tickets, memberships, donations, events and info.
• Manages staff schedules, coverage, and performance goals while maintaining quality standards.
• Develops and maintains procedures for Tessitura, Freshdesk, and Cuseum; trains staff on systems.
• Serves as Tessitura superuser voice for the Contact Center and patron experience.
• Drives membership conversion, upgrades and cross-selling across three Garden sites.

Skills

Supervisory

Staff training

Scheduling

CRM Tessitura

Freshdesk

Cuseum

Communication

Leadership

Education

Bachelor's degree

Tools

Tessitura

Freshdesk

Cuseum

MS Office

Job description

The Missouri Botanical Garden seeks a Contact Center Supervisor to lead a combined team across three sites: the Garden, Sophia M. Sachs Butterfly House, and Shaw Nature Reserve.

You will guide phone and email support for tickets, memberships, donations and registrations while improving service and revenue opportunities. Responsibilities include scheduling, training, process documentation, and acting as Tessitura superuser to optimize patron experience across locations.