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Job Opportunity at Unhcr

2 months ago

กรงเทพมหานคร, Thailand United Nations High Commissioner for Refugees (UNHCR) Full time

**Position 1**

**Title of Position**

**Tele-Fundraising and Call Centre Supervisor**

**Contract type **UNOPS

**Effective date **As soon as possible

**Duration **Initially for one (1) year

**Job Requisition Number **JR2204337

**Closing Date**15 January 2023**

**Purpose and Scope of Assignment**
(Concise and detailed description of activities, tasks and responsibilities to be undertaken, including expected travel, if applicable)

Under the supervision of the Assistant PSP IG Officer (Donor Development and Retention), the contractor will perform the following responsibilities:

- Manage contact centre operations including responsibility to supervise resources on
- outbound operations to cultivate UNHCR donors and recruit regular giving donors in line with PSP Thailand’s priority.
- outbound operations to engage with existing donors and lapsed donors for the following tasks:
i) Upgrade - increase the regular gift value as priority or succeed an extra one-off donation

ii) Reactivation - understand the cancellation reason and convince donors to reactivate the recurring donation

iii) Conversion - thank donors for one-off donation and convert to recurring gift donors as priority or succeed a repeated one-off donation

iv) Payment recapture - check personal information and bank details to understand the donation’s failure reason and activate a new recurring donation Conversion - thank donors for one-off donation and convert to recurring gift donors

v) Loyalty call - thank donors for continuous support, update them on specific matters, check if communication materials have been received, ask if they want more information, conduct surveys on donor preference and experience.

vi) Welcome call - thank and welcome donors, check personal and financial details, check information given by recruiters, give possible additional information about donations, conduct surveys on donor preferences and experience.

vii) Special appeal - cultivate UNHCR donors and recruit extra one-off donation or additional regular giving donors
- inbound operations to give information about UNHCR’s fundraising activities,manage queries related to PSP Thailand fundraising program and provide information and answers to queries from donors and public.
- Supervise the tele-fundraiser to process the donation in CRM accurately, legibly, and completely.
- Analyze operation performance ensuring that all required KPIs are met.
- Ensure that the tele-fundraisers are working effectively with donor-centric attitude.
- Supervise donation management in line with The Personal Data Protection Act and PCI compliance.
- Providing real time floor support to tele-fundraiser taking calls
- Coach and monitor tele-fundraiser’s performance according to team KPIs or established monitoring standards
- Generate daily/weekly/monthly operation performance to report PSP Thailand and suggest improvement and constructive recommendation.
- Prepare monthly incentive and salary documents
- Perform other duties as required

**Conditions**:

- If any of recurring donor from new acquisition, reactivation and conversion tasks recruited by the team cancels or being payment rejected within three months after approval, the incentive from mentioned donation will be fully returned to UNHCR.
- In case of termination of contract, prior to the end of the month, the incentive will not be paid.

**Qualifications and Experience**
(List the required education, work experience, expertise and competencies of the individual contractor. The listed education and experience should correspond with the level at which the contract is offered.)

a. Education (Level and area of required and/or preferred education)
- University degree in one of the following areas: Sales and Marketing, Business Administration, Public Relations or any related fields.

**Work Experience**
(List number of years and area of required work experience. Clearly distinguish between required experience and experience which could be an asset.)
- Minimum 2 years of experience in supervisor role for telesales, fundraising, business development or related fields.
- Minimum 5 years of outbound call centre experience in telesales, fundraising, business development or related fields.

**Key Competencies**
(Technical knowledge, skills, managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired competencies)
- Contact centre management and supervisory skills
- Good knowledge of Tele-fundraising and telesales
- Results driven
- Analytical thinking
- Excellent communication skills in written and spoken Thai
- Ability to motivate the team
- Strong leadership
- Pleasant interpersonal skills
- Computer skill: Microsoft outlook, excel, word, PowerPoint, experience with contact centre system.
- Acts with integrity, honesty, and responsibility

**Desirable**:

- Excellent communication skills in written and spoken English
- Knowledge of custome

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