Telemarketing & Analytics Officer, NOA, Kuala Lumpur, Malaysia #117510 (Temporary Appointment) (Malaysian Only)

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential.

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone.

And we never give up.

For every child, Hope

How can you make a difference?

Under the direct supervision of the Fundraising Officer (Donor Acquisition) #105643, assist in the implementation of the Telemarketing operation by:

• Planning, developing, and implementing telemarketing activities to maximize donor acquisition efficiencies.
• Supporting and monitoring performance of the day-to-day operation of Telemarketing fundraising activities.
• Supporting the NOB Acquisition Fundraising Officer in campaign monitoring and analysis, forecast and test executions to achieve planned targets.

Key Functions/Accountabilities

Telemarketing Campaigns Implementation & Monitoring

• Monitor all campaign performance and agencies performance by analyzing campaign data and results tabulation on a daily, weekly and monthly basis
• To make recommendation based on data analysis to meet established targets, keeping supervisor informed and advised on actions for decision/follow up.
• To monitor all stages of donation data submissions for processing to ensure in compliance with the agreed deadlines.
• Listen to the recorded or live calls, monitoring and quality and giving feedback to the call center and agents, to improve effectiveness and results daily.
• To participate in call calibration for all campaigns initiative daily and to ensure the consistency in all call’s quality

Coordinate Telemarketing Programme for Acquisition

• Prepare Commission Reports for all Cost Per Acquisition (CPA) campaign and to verify invoices and submit to supervisor for approval
• Facilitate communication and workflow between UNICEF and agencies to enhance the efficiency and timeliness of operations and results.
• To arrange and attend monthly meetings with the agencies and interact with the supervisor to report about the operation progress, receiving guidance and suggesting necessary adjustments.
• Implementing timely and effective training and/or refreshing sessions with the agencies, inspiring them, and assuring they understand and retain information on UNICEF’s programmatic work, and become able to successfully transfer this information to the prospects or donors.
• Performs other assigned duties as required

Administrative

• To coordinate with Fundraising Assistant on telemarketing budgets and financial expenditures related to the agencies contracts by ensuring compliance with UNICEF rules and regulations, keeping supervisor informed and advised on actions for decision/follow up.
• Provide support on telemarketing and campaigns vendors contracting, funding utilization, operational, and results delivery.

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

• A university degree in one of the following fields is required: Marketing, Financial & Accounting, Business Administration, or equivalent experience in the communications industry such as telemarketing and/or direct marketing agencies. 
• A minimum of one year of professional experience in telemarketing operation supervision with analytics experience, preferably with background on CRM. Having 3 to 5 years of the same experience is highly desirable.
• Strong project management skills
• Strong interpersonal skills, with demonstrated verbal and written communications to maintain effective working relationships with all levels of project team
• Detail oriented with the ability to handle multiple assignments and deadlines, to prioritize assignments as necessary, and to work well under pressure
• Demonstrate data analysis skills, including marketing tracking and analytics. Strong Excel knowledge
• Fluency in English is required. Knowledge of another official UN language (Arabic, Chinese, French, Russian or Spanish) or a local language is an asset.

For every Child, you demonstrate…

UNICEF’s values of Care, Respect, Integrity, Trust, and Accountability (CRITA) and core competencies in Communication, Working with People and Drive for Results.

The UNICEF competencies required for this post are…

• Demonstrates Self Awareness and Ethical Awareness (1)
• Works Collaboratively with others (1)
• Builds and Maintains Partnerships (1)
• Innovates and Embraces Change (1)
• Thinks and Acts Strategically (1)
• Drive to achieve impactful results (1)
• Manages ambiguity and complexity (1)

To view our competency framework, please visit here.

Click here to learn more about UNICEF’s values and competencies.

Click here to learn more about UNICEF’s compensation, benefits and wellbeing.

Click here to lean more about UNICEF’s salary scale & structure.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons living with disabilities, to apply to become a part of the organization.

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check.

Remarks:

Mobility is a condition of international professional employment with UNICEF and an underlying premise of the international civil service.

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.