Telemarketing Assistant, LICA4 - São Paulo

This UNOPS position at LICA4 level is advertised and open to all applicants.

Candidates must meet the essential minimum requirements of the position and candidates not citizens of the country must comply with all eligibility requirements for employment in line with the prevailing legislative prerequisites in the country. PSP Telemarketing Assistant

Organizational Setting and Work Relationships
The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees and other persons of concern.
Private Sector Partnerships Service (PSP) sits within UNHCR's Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Sector Partnerships, identifying priority fundraising markets and regions.
Individual Giving (IG) is targeted at the general public to secure the support of individuals through regular, unrestricted donations, cash appeals and legacies. The aim is to generate both monthly and one-time donations from individuals using various channels and methods including direct mail, face-to-face fundraising, telemarketing, digital fundraising, DRTV and emergency fundraising, with focus on strong donor loyalty and lifetime value.
The purpose is to maximize the donor base from the individual giving (IG) for UNHCR, those with the ability to provide donations of between $1 to $10.000 (depending on local market conditions, as well as scope of responsibility) per year to UNHCR.

The United Nations High Commissioner for Refugees (UNHCR) office was established on December 14, 1950 by the General Assembly of the United Nations. The Agency is mandated to direct and coordinate actions to protect people in refugee status and solve refugee problems. Its main purpose is to safeguard the rights and welfare of refugees. It also has a mandate to help stateless people. For more information on UNHCR, its mandate and operations please visit http://www.unhcr.org.

UNHCR is almost entirely funded by voluntary contributions from governments and private donors. Private Sector Partnerships (PSP) Brazil is a priority market for PSP Americas, with the remit to increase awareness of UNHCR and raise funds from the private sector (individuals, corporates, foundations) in the country. The individual giving acquisition strategy has grown in the last years and it is expected to continue with this trend. UNHCR Brazil projects significant revenue growth in the next years coming from different acquisition channels. In order to maintain and optimize the new donors and the existing file, PSP Brazil is recruiting a person to supervise its telemarketing activities (In-house and external call center), ensuring optimization of acquisition and retention & development campaigns (lead conversion, recapture, retention, reactivation, upgrade etc.) and contributing to the achievement of targets.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR's core values of professionalism, integrity and respect for diversity.

Duties

Reporting to the Sr Donor Development Associate, the Telemarketing Assistant will be responsible for supervising, monitoring and reporting the telemarketing program that includes inhouse and call center teams. The main objective is to increase the Key Performance Indicators (KPI's) for development and multichannel campaigns (acquisition), further improving retention and loyalty in donor care activities (guarantee quality support and contact rates throughout multichannel communication, including phone, and whatsapp responses). In detail the Assistant must:

- Supervise the In-house telemarketing operation end-to-end and coordinate the external Call Center provider;
- Implement monitor and report on telemarketing inhouse and external (call center) activities for inbound and outbound calls;
- Support the development of telemarketing campaigns, writing and optimizing scripts and pitches;
- Daily monitor telemarketing teams to achieve Individual Giving targets in the main programs: lead conversion, upgrade, reactivation, recapture, welcome calls, etc.;
- Ensure that telemarketing teams works with clean and high-quality contact lists, by overseeing and supporting Donor Development team with database processes;
- Support administrative process that involve donor care and database registration;
- Collaborate to implement the strategy on Multichannel, retention activities and donations optimization;
- Maintain a professional communication with all key actors according to UNHCR ethical code;
- Reporting and Monitoring the main KPI¿s (daily, weekly, and monthly basis);
- Provide quality feedback and continuous training to the telemarketing team (callers);
- Motivate and incentive telemarketers implementing strategies when required;
- Provide support to lead conversion optimization. (Optimizing segmentation and lists in constant collaboration with Acquisition team);
- Manage, as administrator, different lead and contact lists in the systems provided by UNHCR (Dialing system, Lead platforms if required, etc.);
- Perform backups periodically (call backups);
- Perform financial reconciliations and closing batches (In coordination with database team).

Monitoring and Progress Controls

The hired person will be responsible for analyzing and optimizing the different telemarketing metrics to
guarantee results:

¿ Direct report to Donor Development Associate
¿ Weekly report update
¿ Monthly KPIs report
¿ Annual KPIs report
¿ Telemarketer¿s attendance
¿ Meet program¿s KPIs

Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For G4 - 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher

Field(s) of Education
Not applicable

Certificates and/or Licenses
Public Administration, Business Administration, Economics,
Marketing,                                or other relevant field.

Relevant Job Experience
Essential
- A minimum of two years of working experience supervising customer services, loyalty areas, communications, or supporter care;
-       Experience in a donor service role at a charity or non-for-profit;
-       Proven leadership with telemarketer/supporter care teams;
-       Proven experience of managing donor or customer records within a customer relationship database and dialing system administration;
-       Knowledge of MS Office, specifically: Word, Excel and Power Point.

Desirable
- Experience in private sector fundraising to individuals in market;
-       Salesforce experience.

Functional Skills
CO-Cross-cultural communication
CO-Drafting and Documentation
IT-Computer Literacy
PS-Digital fundraising
PS-Direct Marketing and Direct Response Fundraising
PS-Fundraising-face to face, mass appeal, digital, emergency, DRTV, etc.
PS-Private sector fundraising and partnerships
(Functional Skills marked with an asterisk* are essential)

Language Requirements
For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates. Key Competencies

¿ Strong responsibilities skills with a proven ability to motivate colleagues
¿ Capacity to analyze data
¿ Attention to details, high accuracy
¿ Result oriented
¿ Interest in the humanitarian activities or international organizations
¿ Excellent communication skills and strong interpersonal skills as a team player
¿ Ability to maintain strict confidentiality of donor information
¿ Excellent sales and customer service skills
¿ Ability to work in a fast-paced environment
¿ Ability to follow instructions
¿ Ability to work autonomously
¿ Proactive
¿ Teamwork
¿ Strong organizational, planning and problem-solving skills
¿ Comfortable dealing with stress and handling pressure Please note that UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing, training or any other fees).
Applications are welcome from all qualified candidates. UNHCR is committed to diversity and welcomes applications from all qualified candidates without distinction on the grounds of race, color, sex, national origin, age, religion, disability, sexual orientation and gender identity. All applications will be treated with the strictest confidentiality.
All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

A competitive compensation is offered based on the on UN salary for Brazil. For reference, please access the web page of the International Civil Service Commission at https://www.un.org/Depts/OHRM/salaries_allowances/salaries/brazil.htm The closing date of applications is 26 January 2022 (midnight Geneva time).

No late applications will be accepted. Only shortlisted candidates will be contacted. Shortlisted candidates may be required to sit for a written test and/or oral interview.