Telemarketing Officer

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Description

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The position of Telemarketing Officer at the NOB level reports to the Partnerships Specialist. Under the supervision of the Partnerships Specialist, the post is required to manage and oversee all telemarketing activities. The incumbent will be responsible for supporting the acquisition activities through telemarketing activities as well as overseeing retention outreach and supporter loyalty journeys.

This position leads all telemarketing activities in the individual giving section in the country office, and works closely with the retention, acquisition and marketing services team. This post primarily focuses on strategic planning and the day-to-day supervision of the telemarketing channel as a key communication channel with UNICEF supporters. This post will also assist with the implementation of acquisition and retention activities.

Key functions, accountabilities and related duties/tasks:

• Lead and manage the telemarketing team
• Provides supervision to all telemarketing activities, including strategic planning, reporting, monitoring, and budgeting.
• Coordinate team members engagement with other teams to foster collaboration for integrated campaigns.
• Identifies training opportunities to meet staff development needs.
• Provides support to team whenever needed.

Leads and manages the telemarketing agencies:

• Develops solid relationships with external suppliers to optimize the telemarketing services.
• Provides supervision to the agencies for all activities (includes but not limited to welcome call, reporting back call, inbound calls etc.)
• Creates and innovates best supporter experiences and maximizes satisfaction.
• Establishes clear performance KPIs and goals to call center agencies; and provides timely guidance to enable agencies to achieve their goals.
• Setup telemarketing agents motivation plan and improve performance of agents

Oversees telemarketing campaigns and support systems:

• Oversees all the telemarketing activities on budget, KPI and performance, report to supervisor timely
• Provides guidance and direction for analysis, planning, implementation and management on all telemarketing campaigns
• Contribute to setup/improving telemarketing systems (Omni-channel, data distribution) for increased efficiency and supporter satisfaction.
• Implement risk mitigation measures and constantly ensure market surveillance to minimize risk

Coordination and Effective Communication:

• Closely cooperate and integrate across all activities to ensure achievement of Individual Giving goals
• Work with other teams within the country office through building effective collaborative relationships accordingly – notably with Communications, Supply, Operations.
• Constantly seek opportunities that brings innovation to telemarketing operations or to improve supporter satisfaction.

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

• A university degree is required in one of the following fields: business administration, marketing, or other relevant area.
• A minimum of two years of professional experience in telemarketing campaigns and management of call center operations is required.
• Knowledge of current trends in telemarketing and omnichannels
• Excellent data literacy including ability to analyse client data
• Able to clearly articulate ideas and concepts in written and oral form; specific skills required in developing campaigns
• Proven ability to effectively manage relationships with call centres, marketing agencies and suppliers
• A team player, creative and innovative
• Fluency in English and the local Chinese language of the duty station is required

Source:  https://jobs.unicef.org/cw/en-us/job/570539

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