Re-advertisement: Telemarketing Consultant - UNICEF Bucharest, Romania, office-based full-time consultancy

Contract

This is a Consultancy contract. More about Consultancy contracts.

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, equity.

Why working for UNICEF video

How can you make a difference?

Scope of Work:

The fundamental mission of UNICEF is to promote the rights of every child, everywhere, in everything the organization does — in programs, in advocacy and in operations. The equity strategy, emphasizing the most disadvantaged and excluded children and families, translates this commitment to children’s rights into action. For UNICEF, equity means that all children have an opportunity to survive, develop and reach their full potential, without discrimination, bias or favouritism. To the degree that any child has an unequal chance in life — in its social, political, economic, civic and cultural dimensions — her or his rights are violated. There is growing evidence that investing in the health, education and protection of a society’s most disadvantaged citizens — addressing inequity — not only will give all children the opportunity to fulfil their potential but also will lead to sustained growth and stability of countries. This is why the focus on equity is so vital. It accelerates progress towards realizing the human rights of all children, which is the universal mandate of UNICEF, as outlined by the Convention on the Rights of the Child, while also supporting the equitable development of nations.

Strategic office context:

In 2018, UNICEF started a new five-year country partnership with Romania. The overall aim of the partnership is to continue to accelerate the universal realization of child rights and improve the situation of excluded children living in marginalized communities with large minorities and in most vulnerable and deprived areas. This is accompanied by promoting a culture of rights, social norms and alliances that will benefit all children and enhance equity and solidarity in the country.

Also, UNICEF continues to be the ‘Voice’ for children and adolescents, advocating and communicating around key national policies, social issues, mind sets and attitudes. In the current country programme, UNICEF in Romania continues to raise funds locally, both for national projects and for other countries.

More details about UNICEF in Romania work for children are available at www.unicef.org/romania and https://www.facebook.com/UNICEFRomania

How can you make a difference?

Purpose of Activity/Assignment:

The private sector’s role as a key contributor to other resources is expected to grow. UNICEF fundraises from both the private individuals and corporate sector and is bringing on the market new techniques with excellent results in other markets.

In line with its Private Sector Fundraising Plan (PSP) for 2018-2022, the Country Office is increasing its fundraising efforts from private individuals, with a focus on building long term sustainable income, through monthly (pledge) donations. This will be achieved primarily by growing the number of pledge donors acquired through various channels: face-to-face, telemarketing etc.

Under the general supervision of the Fundraising (FR) Officer and the direct supervision of the Donor Stewardship Consultant, the Telemarketing FR Consultant will provide support to telemarketing campaigns for donor stewardship and value maximization. The Consultant will act as a point of contact for third parties (telemarketing agencies etc.) and will support the implementation of donor stewardship and value maximization campaigns.

The Telemarketing (TM) FR Consultant will work in close cooperation with the Fundraising Officer, Donor Stewardship Consultant, Database Management Associate, FR Campaign Coordinator and other relevant staff and FR suppliers (for example, telemarketing agencies) in order to implement telemarketing FR campaigns, for obtaining efficient results, according to established Key Performance Indicators (KPIs).

This is a full-time office-based constultancy for period of one year.

Tasks/Milestone

Deliverables/Outputs

Timeline

Provides support to telemarketing campaigns

Relationship with telemarketing agencies maintained according to agreed procedures

Ongoing

Telemarketing (TM) campaigns are implemented according to agreed procedures

Ongoing

Daily monitoring reports of TM campaign key performance indicators (KPIs)

Ongoing

TM campaign scripts

Ongoing

Solutions proposed to optimize TM campaigns KPIs

Ongoing

Maintains donor data

Donor data from TM campaigns is reconciled, and donations confirmed in various platforms, as per procedures.

Ongoing

Donor databases are transferred accurately and timely to TM agencies

Ongoing

Donor databases from TM campaigns are maintained accurately and according to procedures

Ongoing

Donor database is regularly cleaned up and updated

Ongoing

Provides donor service

Calls, e-mails to donors’ requests provided in due time

Ongoing

Outbound calls to donors are made timely and according to various campaign objectives (donor nurture, value maximization etc.).

Ongoing

Donor feedback is collected and donor data updated accordingly in various databases.

Ongoing

Other tasks, upon request.

Ongoing

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

• University degree in Economics, Marketing, Public Relations, Communication, Social Sciences, Fundraising, or another relevant field.
• A minimum of five years of work experience in telemarketing or servicing large number of customers / individual donors is a must.
• A minimum of three years of relevant work experience coordinating the activities of an agency or of a team of in-house telemarketers is required.
• Experience in working with donor databases is required.
• Experience in working in the non-profit sector or INGOs is an advantage.
• Proven skills in telemarketing, managing relationships with large number of customers / individual donors, involving query resolution and response.
• Very good PC skills: Outlook, Microsoft Office, Microsoft excel (advanced level). Experience in working with large databases is a strong advantage.
• Proven writing skills to create scripts, response to donors and various types of texts.
• Proven communication skills to effectively respond to donor/customer queries through telephone calls, e-mails.
• Romanian native speaker. Very good knowledge of English, spoken and written, is a must.

UNICE Core values and competencies:

UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS).

Core Competencies required

 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.

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment.

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:

Please submit your online application along with financial offer Financial bid_telemarketing.docx for this consultancy.

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

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.