Community Relations Supervisor

Big Brothers Big Sisters of Massachusetts Bay (BBBSMB) matches underserved youth with adult mentors in lasting one-to-one friendships supported by professional staff and is currently serving over 2,000 children annually. BBBSMB is at an exciting juncture and faces new challenges and opportunities as it seeks to scale its services to reach more children.

To accomplish this mission, BBBSMB is seeking a Community Relations Supervisor (aka Insides Sales Supervisor) to manage and be part of the Community Relations “insides sales” team.  The team is responsible for communications, critical thinking and customer service, to qualify “leads” and inbound inquires and, as appropriate, bring interested volunteers, youth and their families into the mentoring program enrollment process.  The CR team is accountable for meeting quantitative goals for volunteer enrollments, youth home visits and pipeline yield.  The Supervisor is responsible for both driving the team to exceed annual goals as well as provide own direct support to inquiring adult volunteers and youth and their families.

Key Responsibilities:

·Supervise Community Relations staff of three, ensuring the team’s focus on quality service, maximizing efficiency, tracking to and exceeding annual goals.

·Generate, analyze and report on key enrollment statistics on a weekly, monthly and quarterly basis and utilize these reports to improve enrollment yields.  Increase individual and departmental performance through analysis, forecasting and implementation of improved enrollment procedures.

·Work with Enrollment Supervisors and Community Relations Team to develop and manage a successful monthly schedule of enrollment interviews tied to monthly and quarterly goals.

·Work with Recruitment and Marketing teams to determine volunteer and youth recruiting priorities.

·Identify and propose process improvements that improve efficiency and accuracy without impairing ability to meet or surpass quantitative goals for high levels of customer service.

·Respond to e-mail, telephone and other expressions of interest about the Agency’s programs. Typically, this interest is expressed as an initial inquiry that can only be qualified through skillful sales/customer relations work. Not all inquirers seeking opportunities to volunteer or services for children fall within Agency selection criteria and “turn-downs” must be carefully and tactfully handled.

·Respond accurately and effectively to volunteers and youth inquiries, determine inquirer’s “fit” with current Agency needs, and then sell interested and qualified prospective volunteer and to move through the Agency’s enrollment  process.

·Meet established goals for the number and yield of enrolled potential volunteers and youth through the use of exceptional sales and relationship building skills.

·Ensure the successful transfer of information regarding all potential volunteers and youth participants from the Community Relations team to the Program Services team and the Recruitment team.

·Participate in Management team meetings and act as a leader of the agency.

Required skills and experience:

·3 to 5 years of proven sales, telemarketing or active customer service experience.  Sales experience in services, hospitality or other intangibles is strongly preferred.  Experience in community outreach is valuable.

·Bachelor’s Degree and some previous supervisory experience required.

·Experience with Salesforce, scheduling software and other technology tools preferred.

·Excellent bi-lingual Spanish verbal and written communications skills beneficial.

·Goal-driven approach to work with a demonstrated ability to develop a rapport with all levels within a company and lead a team.

·Understands the importance, and has proven ability, to successfully communicate with a wide range of diverse individuals across many communities.

·Strong analytical abilities (data maintenance, monitoring and analysis is important).

We respect, appreciate and support diversity and inclusion in all aspects of our organization and believe that our organization is greatly enhanced when we unite people of diverse backgrounds, experiences, and perspectives.  We are committed to a diverse workforce and we are an equal opportunity employer.  BBBSMB does not discriminate against employees or job applicants on the basis of race, religion, creed, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other legally protected basis, in accordance with applicable federal, state, or local law.

Imagine a career where your professional talents and skills can fuel BIG influence in the life of a child.  Be part of a work culture that wholeheartedly believes in their work; in the power of youth mentoring and the influence one person can have on a child’s life.  It’s time to love where you work and what you do, and be part of something that is positively impacting your community.  Take the first step and submit your cover letter and resume to careers@bbbsmb.org.