• Senior Telemarketing Associate – G7 – HRR016 – UNOPS Contract – Beirut, Lebanon (PSP Unit)
Interested qualified external persons meeting the requirements of the attached Job Description can apply online through the following website: https://lb.unhcrjobs.org/ no later than COB 22/07/2020.
Please note that only applications received through the above website will be accepted and no applications will be accepted through email.
Only short-listed candidates will be contacted. UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees). UNHCR strongly encourage qualified female applicants for this position, applications form individuals with special needs are encouraged. Shortlisted candidates may be required to sit for the written test and/or oral interview.
UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation. UNHCR has a ZERO TOLERANCE policy on sexual exploitation and abuse, and sexual harassment. Successful candidates will be subject to mandatory UN Sexual Exploitation and Abuse and Sexual Harassment clearance check prior to receiving an offer.
UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).
Organizational Context
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 have developed a $1 Billion Private Sector Fundraising Strategy 2018-2025. This strategy focuses on both Individual Giving and Private Sector Partnerships and identifies 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 per year to UNHCR.
UNHCR established digital connections to bring a broad base of supporters and leadership partners closer to refugees / PoCs and UNHCR’s work / mandate beside establishing and strengthening relations with different public and private sector partners in the MENA Region to cover funding gaps through digital and traditional multi-channel outreach.
In support of the LG and IG programmes in the MENA region, Private Sector Partnership Service (PSP) needs to hire a Senior Telemarketing Associate to handle all pre-acquisition telemarketing/tele fundraising efforts.
Functional Statement
Accountability
Training and Fundraising coaching for the team of callers.
Prepare a weekly/monthly report on the progress made and different calling KPIs.
Responsibility
Develop Annual strategy and income for the regular/monthly giving donors;
Develop the monthly donor’s journey with its products and ensure the journey is working effectively and efficiently;
Welcome new monthly donors on a daily basis and save unsuccessful donations;
Manage the inhouse telemarketing team that is composed of 4 staff, ensures that fundraising targets are being met and that callers are constantly and properly trained to be the voice of UNHCR;
Together with Head of IG fundraising develop annual telemarketing strategies, and income and expenditure targets;
Develop scripts, confirmations, journey products etc;
Prepare the calling segments, import them on the system, monitor the calls and churn the segments for different trials;
On a weekly basis prepare the reports: calls per agent per day, reachability per segment and segment status;
Develop skills in the telemarketing team, providing effective leadership to enable and motivate team members to operate to their full potential;
Establish and test a variety of telemarketing programs and tactics to acquire and retain donors;
Be responsible for roll out of budget plans on a monthly basis in accordance with strategy;
Monitor telemarketing programmes to ensure that the annual fundraising income meets targets, and that acquisition and retention programmes achieve the supporter number objectives;
Cooperate closely with the digital team to secure optimal timing and approach for conversion of supporters’ lists into donors;
Investigate phone append opportunities and keep updated on the latest techniques for tests to improve contact rates;
Investigate other opportunities for lead generation and acquisition;
Report on a monthly basis to the Head of IG on results, budget, development and issues of concern;
Support Quality control and effective training system for the team;
Manage and monitor the set-up between the TM agency and the payment processing services to ensure proper and smooth functionality of both systems.
Setting and meeting performance targets for speed, efficiency, conversion and quality;
Ensure that TM activities comply with the requirements of local legislation and keep up to date with all relevant charity law, regulations and codes of practice.
Perform other related duties as required.
Authority
Develop of fundraising telemarketing materials (Script, training manuals, FAQ,etc…)
NOTE:
Daleel Madani, the civil society network, serves as a platform for organisations to post their professional opportunities, but is not involved in the recruitment process. The hiring organisation is solely responsible for the job and candidate selection.
- Lebanon
- Beirut
- Beirut