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Consultancy - Telemarketing Consultant, Beijing, China

Beijing (China)

  • Organization: UNICEF - United Nations Children’s Fund
  • Location: Beijing (China)
  • Grade: Consultant - Contractors Agreement - Consultancy
  • Occupational Groups:
    • Sales and Marketing
  • Closing Date: 2020-02-20

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We are looking for a temporarily an experienced consultant for 11.5 months, starting from 26 August to conduct callcenter agency training and quality check, to make sure both agencies can deliver high quality result.

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, Care

The individual contractor is needed to carry out data process work as well as agency training, monitoring, one-to-one coaching and guidance, and monitor the report generation and efficiency, so that UNICEF could strengthen campaign results to better support programme as well as keep good relationship with UNICEF supporters.

How can you make a difference?

Being responsible for supporting TM manager to operate telemarketing campaign, including data reporting, quality control, monitor callcenter representatives’ work and provide training/coaching and answering questions to improve performance of callcenter staff.

Based in UNICEF’s office in Beijing on working days. Frequent visit to onsite callcenter is necessary. Details please find from following major task/deliverables and timeframe.

Major Tasks, Deliverables & Timeframe

 
 
Task
Deliverable
Payment (% of fee)
1.

Training and monitoring

 

1.      Provide face to face training to callcenter staff

2.      Listen to phone recording and identify problems

3.      Coaching and FAQ with callcenter staff

4.      Explain to callcenter on common problems and how to correctly answer them

5.      Collect programme information and deliver to callcenter

6.      Improve scripts, eDMs, sms, etc. quality

40%
2.

Report and quality

 

1.      Monitor QC/Training/leader’s daily work.

2.      Support on report generation and formatting.

3.      Conduct simple data analysis.

35%
3.

Data import and export

 

1. Download data from various platforms.

2. Query and modify data.

      3. Collating data accurately.

 

20%
4.

General administration:

Provide administrative support as per supervisor requested.

5%

Monthly workplan agreed separately with supervisor for each month, payment effected against successful completion of the plan.

Complete submission of deliverables as per expected standard and quality as assessed by the supervisor is a prerequisite for payment of any fee. UNICEF reserves the right to adjust or withhold payments for late deliverables or for deliverables not meeting expected quality.

To qualify as an advocate for every child you will have…

    • A college degree or above.
    • At least 2-year experience working with call center as trainer, leader or QC.
    • Native Mandarin Chinese skills, reading and writing.
    • Proficiency in Microsoft Office.
    • Excellent communication skills, ability to coordinate in a team setting, and communicate effectively with different teams and individuals;
    • Proficiency in Microsoft Office.
    • Able to complete task on time, detail-oriented candidate is desirable.
    • Excellent organizational skills.

For every Child, you demonstrate…

UNICEF’s core values of Commitment, Diversity and Integrity and core competencies in Communication, Working with People and Drive for Results.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
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