Phone Banker Lead

About MF Professional Services, Inc.

MF Professional Services, Inc. (MFPS) provides human resources, payroll, benefits administration, and operational support to mission-driven organizations. This position may perform services on behalf of MFPS clients, including Mi Familia Vota and Mi Familia en Acción.

Position Summary

The Phone Bank Lead coordinates daily phone-based community outreach, voter education, and civic-engagement activities. This position supervises an assigned team of Phone Bankers who contact community members using approved scripts, systems, and outreach materials.

The Phone Bank Lead conducts shift launches, assigns call lists, trains and coaches employees, monitors performance and data quality, reviews timekeeping records, and prepares required reports. The position may also make calls and model effective outreach techniques for the team.

This is a temporary position. The duration of the assignment will depend on campaign timelines, available funding, and organizational needs. Temporary employment does not guarantee continued employment or an extension of the assignment.

Essential Responsibilities

• Coordinate the daily operation of assigned phone-banking programs.

• Conduct shift launches covering approved scripts, call lists, goals, schedules, compliance requirements, and reporting expectations.

• Assign call lists and ensure employees have access to necessary systems, equipment, and materials.

• Train Phone Bankers on approved scripts, phone-banking platforms, data entry, voter-contact procedures, confidentiality, and workplace expectations.

• Supervise, schedule, coach, and motivate assigned employees.

• Monitor calls, contacts, responses, conversion rates, data quality, and other assigned performance measures.

• Observe calls and review results to provide timely feedback, support, and retraining.

• Conduct shift debriefings and communicate operational concerns, trends, or resource needs to management.

• Contact community members by telephone and model effective outreach practices when needed.

• Use only approved scripts, talking points, and program materials.

• Communicate respectfully and provide accurate, approved information.

• Review employee data entries for accuracy, completeness, and timeliness.

• Use VAN, PDI, predictive dialers, spreadsheets, databases, or other designated platforms.

• Maintain accurate staffing, shift, performance, incident, and program records.

• Prepare and submit required daily, weekly, and campaign reports.

• Monitor employee timekeeping records and follow up on missing or inaccurate entries within assigned authority.

• Protect confidential employee, voter, supporter, community, and organizational information.

• Follow applicable voter-contact, privacy, communications, data-security, and program requirements.

• Promptly report suspected data-quality, confidentiality, payroll, performance, conduct, or compliance concerns.

• Foster a professional, respectful, inclusive, and accountable team environment.

• Perform other related duties as assigned.

Qualifications

• Previous phone-banking, voter-contact, community-outreach, organizing, advocacy, or campaign experience required.

• Previous experience leading, supervising, training, or coaching employees or volunteers strongly preferred.

• Experience using VAN, PDI, predictive dialers, or comparable phone-banking and voter-contact systems required.

• Strong leadership, verbal communication, active-listening, coaching, and interpersonal skills.

• Ability to establish expectations, monitor performance, and provide constructive feedback.

• Strong organizational, time-management, documentation, and problem-solving skills.

• Ability to manage multiple employees, priorities, deadlines, and performance goals.

• Ability to learn and consistently apply approved scripts, policies, and program procedures.

• Ability to use computers, telephone systems, databases, spreadsheets, and standard office applications.

• Strong attention to detail and ability to enter and review data accurately.

• Ability to handle confidential information with discretion.

• Experience working with Latino or other diverse communities preferred.

• Conversational proficiency in English and Spanish preferred.

• Ability to work flexible schedules, including evenings, weekends, and extended campaign-style hours.

Physical and Work Requirements

This position may operate in an office, call-center, remote, or hybrid environment, depending on program and operational needs.

The employee must be able to remain seated and work at a computer or telephone for extended periods; communicate continuously by telephone, video conference, or in person; and operate a computer, headset, keyboard, telephone, and other standard office equipment.

The position may occasionally require lifting or moving materials weighing up to 25 pounds. Employees working remotely must comply with applicable confidentiality, information-security, technology, productivity, and workspace requirements.

Reasonable accommodations will be considered for qualified individuals with disabilities.