Floor Supervisor - UW- Madison (part-time)

Floor Supervisor - Part-Time

University of Wisconsin 

PURPOSE: The Floor Supervisor supports our partnership with Wisconsin University. This role engages, stewards, and cultivates alumni, donors, and friends of the university through proactive outreach and exceptional customer service, helping to increase engagement and philanthropic support for university programs, scholarships, and strategic initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

The Floor Supervisor serves as a student supervisor, playing a crucial leadership role in the Engagement Center. This position involves leading calling shifts, coaching Student Engagement Specialists, ensuring call quality, and assisting in day-to-day operations. Floor Supervisors help drive performance, maintain team morale, and troubleshoot challenges in real-time.

• Build team atmosphere and employee ownership
• Provide feedback to new student engagement specialists as well as BEC Executive Team
• Discreetly handle any confidential or performance-based information regarding coworkers
• Update any BEC trackers/spreadsheets
• Answer student engagement specialists' questions and provide moral support
• Facilitate game playing
• Provide on-the-fly feedback to portions of the call that are overheard
• Share observations with the leadership team on the strengths and areas of

opportunity of the program and student engagement specialists

• Assist student engagement specialists in coding prospects and answering other Software questions (i.e., Vanilla Soft, Sling, etc.)
• Complete two monitor forms each shift and constructively disseminate the strengths and areas of opportunity of the phone call
• Knowledgeable on which student engagement specialists are trained on which constituencies and able to determine which ambassadors should be assigned which prospects by reviewing Vanilla Soft reports
• Ability to run shift on your own at the discretion of BEC Executive Team
• Come an hour early to help set up and leave up to an hour after the shift is completed
• Set a good calling example by always following the steps of the phone call
• Set a good example of professionalism by following Policies and Procedures
• Other duties as assigned by BEC Executive Team

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty with energy and enthusiasm. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• Have a positive attitude on and off the phones
• Maintain a clean attendance record
• Meets performance requirements (pledge rate, DPH, etc.)
• Proven knowledge of the steps of the phone call and Vanilla Soft
• Previous experience as a Student Engagement Specialist

SCHEDULE

• Part-time, hourly shift-based role.
• Flexible scheduling aligned to academic obligations.

COMPENSATION

• $20.00 per hour