Manager, Volunteer Support Services

Key Responsibilities

• Lead and manage the Volunteer Contact Center team, including staffing, scheduling, training, and performance management
• Oversee daily contact center operations across all channels (email, phone, chatbot escalation, CRM/ticketing tools)
• Ensure consistent, accurate responses aligned with approved volunteer policies, FAQs, and communications
• Manage escalation workflows for complex, sensitive, or time critical volunteer inquiries
• Monitor contact volume, response times, trends, and volunteer feedback; use data to drive continuous improvement
• Partner closely with Marketing, Legal, and Technology, and other cross functional teams to stay aligned on program updates
• Support peak periods such as application launch, onboarding, training, and Games time operations
• Support volunteer communications outside of the contact center as needed
• Develop and maintain knowledge bases, scripts, and training materials for contact center staff
• Contribute to volunteer experience planning and readiness activities leading up to and during the Games
• Support the volunteer program operations as needed for onsite activations with Volunteer in Community programming and at the Volunteer Experience Center as needed

Requirements

• Bachelor’s degree or equivalent professional experience
• 5+ years of experience in contact center operations, customer support, service delivery, or a related field
• 2+ years of experience managing teams, including performance management, scheduling, and training
• Demonstrated experience supporting high volume inquiries with defined service level expectations
• Experience working with Salesforce, CRM ticketing systems, or contact center platforms
• Experience developing or maintaining scripts, knowledge bases, or standard response frameworks
• Experience supporting large volunteer programs, nonprofit organizations, major events, or public‑facing initiatives
• Experience scaling operations for time‑bound or milestone‑driven programs

Background

• Strong people‑management and coaching skills, with ability to lead teams through high‑pressure periods
• Excellent written and verbal communication skills, with an emphasis on clarity, empathy, and consistency
• Prowled escalation management and problem‑solving skills for sensitive or complex inquiries
• Strong organizational skills and attention to detail, particularly when managing policies and critical information
• Ability to analyze trends, metrics, and feedback to improve processes and volunteer experience