Role Overview:
Encoura is hiring students to work as Engagement Ambassadors at the University of Delaware Engagement Center. Engagement Ambassadors conduct meaningful digital and traditional interactions with alumni, parents, and friends. The part-time Engagement Ambassador may contact prospects using text, video, or phone while conducting themselves as a professional representative of one of Encoura's partner institutions.

Engagement Ambassadors can gain experience in marketing, networking, fundraising and sales negotiations while working at the Engagement Center. If you’re looking for a rewarding part-time position that boosts your resume and communication skills, see below to learn more and apply today!

A Day in the Life:

• Contact donors and prospects to collect donations, verify information, and share institutional updates.
• Capable of following a script when reaching out to prospects.
• Accurately enter data into our computer system.
• Meet or exceed goals as outlined by your manager.
• Work a minimum number of shifts each week/month.
• Pass new hire and compliance trainings.

About You:

• Current student at University of Delaware
• Demonstrated strong command of English (both verbal and written).
• Capable of effectively communicating with a variety of individuals.
• Working knowledge of Microsoft Office.
• Must be able to operate in an office setting and routinely use standard office equipment such as computers, phones, etc.
• Must be able to work in an environment where the noise level is moderate.
• This is largely a sedentary role; Infrequent light physical effort is required (minimum of five pounds).

The entry-level wage for this role starts at $15.25 / hour with the opportunity for longevity-based merit increases. The upper wage range is based on longevity, locality, and performance. Employees new to Encoura should expect to start at the entry-level wage. This ongoing part-time position does not qualify for health benefits.  Encoura complies with all state and local laws that require specific forms of paid time off.

Center Hours:

• Monday - Friday 6:00 - 9:00 pm Eastern Time (ET)

Directions:

196 South College Ave,
Newark, DE 19711

UD Engagement Call Center is located at 196 South College Ave. (Across from Morris Library and in between the Center for Black Culture and the Visitor's Center.) Please go around the back to find the entrance.  Paid parking located in the visitor center's lot or street parking on Kent Way.

Questions - reach out to:

Toni McNeill
Engagement Center Manager 
Toni.McNeill@Ruffalonl.com

Role Overview 
The Engagement Center Manager (ECM) is responsible for building and leading a high performing team of Engagement Ambassadors who connect with alumni, parents and friends of a college or university or other institution. The ECM enthusiastically motivates staff and leverages Encoura’s engagement platform to deliver personalized, omni-channel outreach including phone, text, and personalized video to every constituent. This role offers valuable experience in team building, program management, budgeting, and other critical skills needed for long-term success in fundraising and engagement. The ECM works onsite and is responsible for managing the day-to-day operations of the engagement center’s fundraising program. 

A Day in the Life 

• Build and sustain a strong engagement culture by recruiting, hiring, coaching, and developing a team of part time Engagement Ambassadors and Supervisors.
• Deliver an exceptional client experience through consistent communication with clients and Encoura internal teams.
• Utilize insights to develop and execute daily outreach strategies that maximize constituent engagement. Examples of daily outreach strategies include telephone, texting, and video. 
• Monitor program performance and adjust tactics to achieve both short- and long-term client goals.
• Maintain positive, collaborative relationships with clients, coworkers, and leadership.
• Coordinate efforts with program-specific support teams to ensure seamless execution.
• Manage Encoura’s engagement platform to deliver personalized, omni-channel outreach to every constituent.
• Design and implement strategies to motivate and retain staff members.
• Analyze program results and reporting data, including forecasting, projections, and statistical analysis to drive program improvements.
• Serve as the site’s HR and payroll liaison, coordinating with HR to support staffing, performance management, timekeeping, and compliance.
• Actively monitor program budget and expenses to ensure financial performance and efficiency. 

Role Progression 

• Within 1 month, you’ll: Build strong stakeholder relationships, understand client goals and obligations, lead effective coaching and team huddles, support recruitment and payroll needs, learn reporting and escalation processes, and understand key metrics and calculations.
• Within 3 months, you’ll: Lead calling shifts and adapt leadership style to align with employee skill levels, enforce performance standards, use metrics and data to coach, address performance in client meetings, complete required reports, and know when to resolve issues internally or involve the client.
• Within 6 months, you’ll: Manage programs independently by using segmentation to guide strategy, optimize staffing and outreach through data, anticipate risks with solutions, and drive measurable improvement in key KPIs. 

About You 

• Associate’s degree or equivalent experience.
• Strong supervisory and leadership ability demonstrated in past work experience; former call center, fundraising or enrollment experience a plus.
• Demonstrated organizational skills that support successful managing of a multi-faceted engagement center and accompanying student staff.
• Excellent spoken and written communication skills.
• Multi-task oriented, with the capabilities to effectively execute multiple managerial duties simultaneously.
• Must be able to analyze statistics and offer insight into statistical trending of program/project; comfort with mathematics is required.
• Proficient in Microsoft Office (specifically Microsoft Word, PowerPoint, and Excel).
• Ability to thrive in an environment with limited oversight.
• Dedication to a unique afternoon and evening schedule (Sunday – Thursday, 12:30 pm to 9:30 pm).
• Position predominantly includes sitting/standing for long periods of time, close vision through the use of a computer screen; extensive keyboarding, talking, hearing, and infrequent light physical effort is required (minimum of fifteen pounds). 
• Successful candidates will be required to complete and pass a CLEAR™ identity verification as part of the pre-employment screening process.
  • CLEAR™ Candidate FAQ

The annual base salary range for this exempt position is $55,500–$60,000 and reflects the midpoint through maximum of the established range for this role. Encoura establishes compensation using national market data, internal equity considerations, and organizational budget factors to ensure fairness and consistency across the organization. Employees in this role are eligible for Encoura’s comprehensive benefits package, which includes health insurance, retirement contributions, paid time off, and other programs that support employee well‑being.  

What Sets Us Apart 

• Mission driven culture
• Comprehensive health and benefits package
• 401k company match that vest immediately upon participation
• Paid holidays
• Paid parental leave