Hardship Level (not applicable for home-based)

A (least hardship)

Family

UNOPS LICA4

2022-12-01

June 5, 2023

1. General Background
(Brief description of the national, sector-specific or other relevant context in which the individual contractor will operate)

UNHCR is the UN Refugee Agency and takes the lead in providing international protection for more than 103 million refugees and displaced people worldwide.

Private Sector Partnerships Service (PSP) is a fast growing global division with offices across the world. UNHCR has developed a private sector engagement strategy to achieve, by 2025, the long-term goal of maximizing sustainable and flexible contributions from the private sector to raise $1 billion annually.

In Thailand, PSP has been achieving outstanding results since its establishment in May 2008. Through its diversified fundraising channels; face to face, digital and multi-channel fundraising programmes. As the number of existing donors reached 35,000 donors, it is necessary to enhance donor development program to ensure excellent donor service as well as boost performance of donor development activities through a dedicated contact centre. The in-house contact centre will expedite the growth of fundraising activities through a collective team handling donor development calls with the sales driven working environment.

In order to continue the successful growth, PSP Thailand is now looking for a highly motivated and results driven Tele- Fundraising and Call Centre Supervisor, with a career background in contact centre, call centre management, telesales or related business development to supervise in-house tele-fundraising contact centre.

2. 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

3. Monitoring and Progress Controls
(Clear description of measurable outputs, milestones, key performance indicators and/or reporting requirements which will enable performance monitoring)
The contractor’s performance will be monitored by contact centre team performance and assigned tasks delivery.

Tele- Fundraising and Call Centre Supervisor Payment Instruction
The total remuneration package for the position of Tele- Fundraising and Call Centre Supervisor comprises of the following components:

1. Fixed salary
-The contractor will receive fixed salary of 40,000 Baht with requirement to supervise the team to complete assigned tasks of Upgrade, Conversion, Reactivation, Payment recapture, Loyalty call, Welcome call and Special appeal (Special campaign) every month.

Conditions:
-If the contractor underperforms three months consecutively and/or three times within a year, the contract will be terminated.
-If UNHCR determines, in its sole discretion, that improper performance created by the Contractor, UNHCR has its rights terminate the Contract.
-The contractor is required to supervise outbound call operations to reach the agreed contact rate and KPIs

2. Incentive system

-The incentive is calculated on monthly basis, from the first day to the last day of each month based on the data obtained in CRM system. The incentive will be paid in the following month.
-The contractor will receive an additional 10% from total team incentive on top of fixed salary. The team incentive is calculated by success tasks performed by all tele-fundraisers in the team as indicated in the following detail:
i) Reactivation and Conversion: 150% of total donation amount. The incentive for one-off donation is 1% of total donation amount.
iii) Upgrade: 100% of total monthly uplift amount. The incentive for one-off donation is 1% of total donation amount.

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.

4. 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.

b. 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.

c. 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 customer segmentation and analysis approaches
– Experience in training fundraising or sales representatives in telemarketing agencies
– Experience of coordinating the day-to-day work with internal and external parties

Standard Job Description

Required Languages

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Desired Languages

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Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn’t require a functional clearance