Supervisor, Donor Relations Operations

Title: Supervisor, Donor Relations Operations

Employee Working Location: Virtual/Hybrid (Canada)

Employment Status: Full-time Permanent

The Canadian Red Cross (Red Cross) - an inspirational not for profit organization, helps people and communities in Canada and around the world in times of need and supports them in strengthening their resilience. As a Canada's Best Employers 2026, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment.

The Supervisor, Donor Relations Operations provides hands-on leadership and daily operational oversight for both internal Donor Relations Representatives and outsourced donor contact centre teams. The role ensures donor services are delivered consistently, effectively, and in line with established service standards.

Working closely with frontline staff, the Supervisor manages daily staffing and workflows, monitors individual and team performance, delivers coaching and quality feedback, and addresses operational issues and service escalations as they arise. The Supervisor ensures teams follow approved policies and procedures while meeting service level, quality, and productivity expectations in a fast-paced, service-driven environment.

As the primary operational point of contact for the outsourced contact centre vendor, the Supervisor supports clear communication, alignment on performance expectations, and the successful implementation of operational or process changes. Through regular collaboration with internal partners and frontline teams, the Supervisor contributes to operational stability, continuous improvement, and a positive, donor-focused experience.

In this role, you will:

• Provide high-performance day-to-day supervision and coaching to Donor Relations Representatives, supporting performance, engagement, and development
• Oversee daily workflows and staffing coverage to meet service levels, quality standards, and operational priorities. This includes workload distribution to meet service level, and productivity targets.
• Coach, support, and develop Donor Relations Representatives through regular feedback, performance monitoring, and quality reviews
• Support the delivery of a consistent, donor-centered experience across internal and outsourced contact centre teams
• Monitor performance and quality metrics, using insights to guide coaching, identify risks, and support continuous improvement.
• Support onboarding and ongoing skill development to ensure adherence to organizational policies, service standards, and donor care expectations
• Lead daily operational activities such as team huddles, check-ins, and issue follow-ups to reinforce priorities and maintain engagement
• Act as the primary day-to-day operational liaison with the outsourced contact centre vendor, supporting alignment on performance expectations, processes, and service updates, and issue resolution.
• Monitor vendor performance against established KPIs and quality standards, and collaborate with vendor supervisors to address performance or operational issues
• Collaborate with internal teams (e.g., Training, Technology, Compliance) to support operational readiness and coordinate the implementation of approved operational changes, including updates to articles, canned responses, tools, and reference materials, ensuring clear communication and consistent adoption across Donor Relations internal and outsourced teams.
• Review donor interactions, escalations, and quality insights to identify risks, trends, and opportunities for improvement
• Ensure timely handling of escalations, incident reporting, and follow-up in line with established policies and procedures
• Support the day-to-day execution of quality assurance activities, including phone and email interaction reviews, calibration, and scorecard discussions
• Escalate recurring or systemic operational issues and participate in issue resolution and continuous improvement initiatives
• Use contact centre systems and productivity tools (e.g., Genesys, Sharepoint, Microsoft Teams, reporting and QA platforms) to support operational oversight and performance tracking
• Ensure ethical fundraising practices, donor privacy standards, and incident reporting requirements are consistently followed

What we are looking for:

• Minimum 3-5 years of relevant experience, or an equivalent combination of education and experience
• Post-secondary education or comparable experience
• Bilingualism (English and French) is mandatory - the role requires the ability to coach staff and support operations in both official languages
• Experience leading or supervising frontline teams in a customer service, contact centre, or operational environment
• Strong coaching and communication skills, with the ability to provide clear direction and constructive feedback
• Experience monitoring operational or quality metrics and using data to support performance improvement
• Comfort working in a high- performance, fast-paced environment with changing priorities and service demands
• Experience working with or supporting outsourced service providers in an operational capacity
• Strong collaboration, problem solving, critical thinking and a solution-oriented mindset
• Collaborative, results-driven, and enjoys working close to operations and supporting frontline teams in a fast-paced, service-oriented environment.
• Solid operational mindset, and a passion for delivering a positive donor experience.
• Experience coaching others, monitoring performance, responding to day-to-day issues, and working closely with internal partners and outsourced teams to ensure consistent, high-quality service.
• Proficiency with contact centre tools and Microsoft Office applications (Outlook, Teams, SharePoint)

Working Conditions

• Ability to assume on-call duties on a periodic basis outside of business hours.
• Requires significant attention to detail and concentration and ability to mentally process large amounts of information.
• The work pace is often unpredictable with significant time pressures.
• Ability to adapt to frequent and often urgent changes in priorities, make decisions under pressure, and work at an
  unpredictable pace.
• Requires concentration, attentiveness, and attention to detail.
• Ability to adapt to changes in work priorities and respond to time-sensitive needs.
• Applicants whose first language is not English may be required to perform the responsibilities of the role in English
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our FAQ for more information.
• If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC)
• As we work with and support people (managers, colleagues, beneficiaries/customers, volunteers, donors and external partners) and communities in Canada and around the world, applicants whose first language is not English may be required to perform