Hardship Level (not applicable for home-based)

A (least hardship)

Family

UNOPS LICA1

2024-10-01

October 8, 2024

1. General Background

The United Nations High Commissioner for Refugees (UNHCR) is mandated to lead and coordinate international action to protect and assist refugees, forcibly displaced and stateless people.

Private Sector Partnerships Service (PSP) sits within UNHCR’s Division of External Relations (DER) and is responsible for mobilizing resources from the private sector for refugees, forcibly displaced and stateless people. UNHCR has developed a Private Sector Fundraising Strategy focusing on both Individual Giving and Private Philanthropy, identifying priority fundraising markets and regions.

Tele- Fundraiser (Project Development Leader) is responsible to raise funds for UNHCR Thailand as a member of a team by signing up recurring donors to the programme from allocated lead data by UNHCR Thailand; As a Tele- Fundraiser (Project Development Leader) , the staff will build, maintain and lead a minimum of 2 Tele Fundraisers, in addition, to train and motivate team of Tele Fundraisers by building a strong, supportive, and productive team environment which upholds professional standards and the aims, values, and reputation of UNHCR. This position supports the In-house Tele Fundraising and Donor Development programme in generating sustainable income for UNHCR Thailand Multi-Country Office.

2. Purpose and Scope of Assignment

Tele- Fundraiser (Project Development Leader) is required to perform the following duties under the supervision of the Associate PSP Officer:

Sales
– Acquire regular giving and one-off donors according to the set target and in line with the code of conduct set by UNHCR Thailand.
– Acquisition call programme include:
o Lead conversion-
 Conduct outbound calls to approach potential UNHCR donors
(leads) and recruit regular giving donors.
– Achieve outbound operations to engage with existing donors and lapsed donors for the following tasks:

o Existing donor development call programme include;

 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
• provide impressive and pleasure donor experience.

 Rehash monthly donation to be 6 or 12 monthly donation.
• During the welcome call, provide benefits of 6 or 12 monthly
donation and rehash monthly donation to be 6 or 12 monthly
donation.

 Upgrade –
• increase the regular gift value or
• succeed an extra one-off donation or
• succeed an extra recurring donation.

 One-time donation conversion –
• thank donors for one-off donation and
• convert to recurring gift donors or
• repeated one time donation.

o Lapsed donor development call programme include;

 Recapturing of lapsed donors within 12 months –
• understand the cancellation and rejection reason of lapsed
donors and convince donors to reactivate the recurring
donation.

 Reactivation of lapsed donors more than 12 months –
• understand the cancellation reason and rejection reason of
lapsed donors and convince donors to reactivate the
recurring donation.
Advocacy

– Represent UNHCR Thailand on the call and ensure that the call conversation is performed in a professional manner, including tone of voices and communications.

– Perform the call activities while ensuring that all required key performance indicators (KPIs) are met.

Administration

– Manage and delegate call database for all contact types for team members to ensure performance maximization.
– Conduct donation management for any calls in line with The Personal Data Protection Act and PCI compliance.
– Process the donation and ensure that team’s pledge in CRM accurately, legibly, and completely.

Programme Performance

 Close monitor and analyze team performance ensuring that all targets and KPIs are met or exceeded.
 Maintain and grow the teams in order to establish strong core teams that consistently meet the required targets.

Performance Management of Staff

 Conduct performance evaluations of fundraisers under the contractor’s supervision.
 Lead tele fundraisers in preparing achievable work plans.
 Where targets are not being met by individual tele fundraisers ensure they are effectively following performance management procedures to get them back on target or take disciplinary action as required.
 Ensure any disciplinary action taken is done in line with organizational policy and tele fundraising staff performance policy.

Monitoring and Reporting

 Set daily targets for team and ensure that team targets are achieved or surpassed by monitoring individual and team performance.
 Monitor team member’s punctuality, time management and attitude.
 Give feedback to the team about individual and team result.
 Provide basic daily, weekly, monthly, quarterly and yearly reports to the supervisor and team.

Support

 Provide skill trainings to team members.
 Motivate and encourage team members to perform and create positive working environment
 Lead by example by having positive attitude, punctuality, good time management, professionalism, problem solving ability, and performance consistency.
 Relay organizational information to team members.
 Find creative ways to motivate and encourage own team to achieve targets.
 Comply with team’s KPIs and other department’s monitoring standards

Others

 Tele- Fundraiser (Project Development Leader) may be asked to perform other similar duties as required.

3. Monitoring and Progress Controls

The contractor is required to establish, maintain and lead, a minimum of 2 tele fundraisers.

The contractor’s performance will be monitored by his/her individual donor recruitment of approved donors which will be available one month after the sign up date, donor development performance and success conversion rate with agreed KPIs with the supervisor.

Conditions: if the contractor underperforms two 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.

Tele- Fundraiser (Project Development Leader) Payment Instruction
The Total Remuneration Package for the position of Tele- Fundraiser (Project Development Leader) comprises of the following components:

1. Fixed salary
The contractor will receive fixed salary of 10,000 Baht with requirement to complete assigned tasks of training, reporting, administration tasks such as lead management every month.

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 incentive is calculated by success tasks with success donation transaction result performed by Tele- Fundraiser (Project Development Leader) as indicated in the following detail:

Call tasks Incentive for monthly donation Incentive for every 6 months donation and yearly donation
Acquisition 210% 240%
Reactivation 210% 240%
Recapturing 210% 240%
Conversion
(from One Time to Regular Giving) 210% 240%
Conversion (from One Time to repeated One Time donation) 1% 1%
Conversion (from Regular Giving to Regular Giving) 210% 240%
Upgrade (all regular giving donors) 100% 100%
Rehash (from Monthly Regular Giving to every 6 months donation and yearly donation Regular Giving) 60% 60%
Welcome call (all regular giving donors) 5% 5%

Note: Incentive will be calculated with total monthly donation amount.

Conditions:
I. Advanced tier bonus: the tier bonus will be released at 70% of the number of recruited donors using the minimum donation THB 600 to calculate multiplied by 210%. This calculation is for all fundraisers.
II. Reconciled tier bonus: The remaining balance will be calculated and adjusted based on actual amount donated by approved donors and type of donations*** and will be transferred in the following month.
III. Claw back tier bonus: if any of recurring donor recruited by the contractor cancels or being rejected within the first four months, the tired bonus of the donor will be fully returned to UNHCR.
IV. In case of termination of contract, prior to the end of the month, the incentive will not be paid.

Additional Bonus

• The contractor will receive an additional 10% of team incentive which is calculated from approved donors recruited by fundraisers (first generation***** only and the team bonus will be calculated until the fundraiser (s) reach Tele Fundraiser Team Leader position) under the contractor’s leadership.

• Over one year of service: If the service period is over one year, additional 5% will be added to the fixed and incentive system, excluding team bonus.

• Personal recruitment: If the contractor personally recruited a new tele fundraiser, THB3,000 bonus will be added to the bonus system which each THB1,000 will be paid according to the conditions below

I. THB1,000 will be paid to the contractor if the tele fundraiser achieves 1 Reactivation sign up within the first 7 days

II. THB1,000 will be paid to the contractor if the tele fundraiser achieves 6 Reactivation sign ups within the first 15 days

III. THB1,000 will be paid to the contractor if the tele fundraiser achieves 12 Reactivation sign ups within the first month

Additional Support

• Daily Subsistence Allowance: if the contractor is assigned to work in other locations outside his/her work station for more than 10 hours, Daily Subsistence Allowance (DSA) per the office’s Administrative Instruction and Travel Authorisation for the In-house Tele Fundraising and Donor Development programme will be provided to the contractor.

• Internet fee for telemarketing activity: if the contractor is assigned to do tele fundraising activity on an online system designated by the office for special cases and the contractor operates the system via his/her own technical device such as mobile, laptops or tablet, Internet fees of THB300 per month or THB 13.79 per day will be provided to support the contractor.

*Sign up of a recurring donor means the donor who gave consent to make a committed giving donation. However, the transaction is being submitted and awaits bank confirmation. Donation must be via valid credit card only, must be over the age of 25, provides all necessary information for banking and/or credit card transaction, and donates at least THB600 Baht monthly (or THB3,600 every six months, THB 7,200 yearly). The donor must be informed about UNHCR’s long-term message and given all current information about donor development and retention.

** Approved donors are the donors whose donation was successfully debited. The donor must be a recurring donor who donates via valid credit card only, must be over the age of 25 and provides all necessary information for banking and/or credit card transactions, and donates at least THB600 monthly (or THB3,600 every six months, THB7,2000 yearly).

***Type of donations are monthly, six-monthly, and yearly donations

**** Accepting Debit Card Donation: the In-house Tele Fundraising and Donor Development programme aims to accept 100% Credit Card donations because it’s proven to deliver sustainable funding for refugees. The option of accepting Debit Card donations will be activated in emergency situations only. The contractor will receive 50% of the Tier bonus calculation for credit card approved donor and if any of the recurring debit card donor recruited by the contractor cancels or was rejected within the first five months, the tired bonus of the donor will be fully returned to UNHCR.

***** First generation means tele fundraiser (s) directly under the contractor’s supervision and will end the title when they become Tele Fundraiser Team Leader position

4. Qualifications and Experience
a. Education
• University degree in one of the following areas: Communication, Sale and Marketing, or Public Relations or any related field.

b. Work Experience
• Experience in direct sales, tele sales and marketing, or related field (fundraising and marketing, etc.)

c. Key Competencies

Competencies
– Basic knowledge of Tele-fundraising or tele sales and marketing
– Identify with the cause of the organization
– Ability to motivate and lead a team
– Results driven

Qualities
– Acts with integrity, honesty, and responsibility
– Excellent communication skills
– Positive and highly motivated
– Outstanding leadership and interpersonal skills

Standard Job Description

Required Languages

Thai

,

,

Desired Languages

,

,

Additional Qualifications

Skills

Education

Certifications

Other information

This position doesn’t require a functional clearance

Home-Based

No