Joy Houser

Call Center Manager

SC Stay Plus Housing, ERAP | NanMcKay Associates | Chicago, IL 2022 (contract)

• Manage/Lead two teams of Call Center Representatives and Supervisors
• Maintain an understanding of team workload and bandwidth, and enforce policies and manage expectations
• Maintain adherence to the scope of the ERAP program outreach and ensure KPI's are being met
• Maintain an understanding of team and individual performance and quality of service and calls
• Provide regular and frequent feedback, coaching and training to individual team members and Supervisors
• Monitor the pulse and morale of the CSR Team members working remotely
• Act as a subject-matter-expert in Genesys, Podio, and ERAP program including Administrative Plan

Call Center Manager/Project Manager

Donor Development and Channel Strategy | Moody Bible Institute | Chicago, IL 2019-2021

• Manage/Lead a team of 12 associates and 2 senior donor associates; mentoring, growing and coaching individual team members on a regular basis
• Maintain an understanding of team workload and bandwidth, and enforce the ratio guidance and expectations necessary to accomplish campaign goals throughout the year
• Recruit, hire, manage and onboard/train 90 students each semester for a bi-annual outbound fundraising campaign event
• Plan, manage and execute bi-annual Fundraising camapign for Channel Services, working together with Marketing and Stewardship departments to achieve campaign goals and KPI's
• Streamlined processes by learning and mastering new SaaS systems quickly to continue to improve customer service during fast-paced camapigns, always remaining agile, adaptable, and a team player
• Develop and maintain documentation for program guidance, fundraising campaigns and channel marketing
• Monitor the pulse and morale of the Donor Development team members, maintaining frequent communication with supported leaders across the Donor Development, Marketing and Alumni departments
• Communicating with C-level executives and multiple departments across organization, handling critical situations while maintaining the integrity of the organization
• Managing staffing needs, schedules, and budgets withing the Donor Development department
• Collaborating with Resident Life department to serve the needs of the Institute during the pandemic by creating a new volunteer-based Call Center for alumni outreach with a capacity of handling 500+ volunteers on a bi-weekly basis

Circulation Supervisor

Crowell Library | Moody Bible Institute | Chicago, IL 2012-2018

• Adapted processes based on feedback data and improved new student employee training materials resulting in better customer feedback; led 3 to 6 new student employee trainings each semester
• Communicated with internal and external stakeholders, including at the executive level, to advocate for resources and address complex data and prvacy issues
• Manage onboarding and training of all part-time employees, developed all-library training curriculum for continuing professional development
• Educated customers on various technology platforms to improve program access, relying on clear and concise methods of communicating effectively and with a positive attitude
• Provided Library coverage for Public Services and other Library departments as needed
• Maintained budget and schedulding needs in collaboration with the Public Services department and Technical Services department according to their needs

Assistant Program Director

Master's Commission Amsterdam-Noord | Amsterdam, Netherlands 2009-2011

• Managed the daily student schedule, housing, and programming
• Maintained a complex calendar, planning and organizing international and local trips, and setting up collaborative events with partners
• Mentored 12 students through hosting small groups focusing on topics of personal and professional development
• Provided administrative support to program head and other members of the Masters Commission Europe network
• Served on the planning committee for the Opwekking Festival, Youth department; helped plan and organize volunteers, resoruces, events and logistics for outdoor festival in the Netherlands for over 50,000 participants