The Fort Worth Symphony Orchestra Association seeks an experienced call center manager to lead the company’s Telemarketing and Telefunding activities in the Patron Development Center (PDC). The position reports to FWSO’s VP of Marketing, with a “dotted line” reporting relationship to the VP of Development for the Telefunding campaign. The position manages a team of up to 8 part-time callers in newly upgraded space at the FWSO offices.
The standard work hours for this position are as follows:
Monday 12 p.m. – 8 p.m.
Tuesday 12 p.m. – 8 p.m.
Wednesday 12 p.m. – 8 p.m.
Thursday 12 p.m. – 8 p.m.
Friday 9 a.m. – 2 p.m.
Saturday 10 a.m. – 1 p.m.
Association: The Fort Worth Symphony Orchestra Association has grown to become one of the most successful orchestras of its size in the United States, with an annual budget of $13.5 million, a 200+ concert season, and a $25+ million endowment fund. The FWSO attracts music lovers of all ages with a ten-concert Symphonic Series, a seven-concert Pops Series, several blockbuster Specials, and a five-week outdoor summer music festival, Concerts in the Garden that attracts more than 35,000 listeners from 28 states.
Develop weekly staffing schedule and manage day-to-day operations in the PDC
Manage employee access to center (e.g. key cards, alarm system)
Participate in bi-weekly meeting with Box Office team to coordinate sales messages
Participate in bi-weekly meeting with Development team to coordinate fundraising messages
Support shift and encourage good phone manner and dialing habits
Produce and distribute call sheets
Train and asses new hires. Recruit new staff as needed
With VP Marketing and VP Development, develop call center productivity metrics and provide daily and weekly reports
Develop levels for calling productivity (e.g. excellent, good, fair), and set minimum standard for continued employment
Involve VP Marketing as needed to address employee issues and concerns
Maintain accurate payroll records and sales transactions. Ensure ticket orders and donation orders are accurate and complete, and transfer daily to the box office or development office
Support evaluation of options for call center software, and assist with implementation as needed
Other responsibilities as requested
Minimum of 7 years’ experience in a call center environment
Knowledge of classical music preferred
Proven track record in revenue generation through telesales efforts
About Fort Worth Symphony Orchestra
The Fort Worth Symphony Orchestra is one of the most successful orchestras in the United States, performing an impressive 200 concerts each year for an audience of 200,000 adults and children from all walks of life. Throughout the last 20 seasons, Music Director Miguel Harth-Bedoya has transformed the Orchestra into an ensemble that is admired the world over for its artistic excellence and commitment to community engagement. As the principal resident company of the acoustically-superb Nancy Lee and Perry R. Bass Performance Hall, the Orchestra performs a broad range of symphonic and pops concerts. The FWSO is recognized nationally for the strength and uniqueness of its collaborations with other organizations including the Fort Worth Opera, The Cliburn, Texas Ballet Theater, and the Children's Education Program at Bass Performance Hall. The Orchestra's annual summer music festival, Concerts in the Garden, has grown to be one of the largest and most successful summer outdoor festivals of its kind in Texas, attracting an annual audience of nearly 45,000. The FWSO is a 46-week orchestra with an annual budget of $13 million and an endowment of $23 million.