ABOUT UNICEF
UNICEF is the world’s leading children’s rights organization, working for children in 190 countries to save lives, defend rights, and help fulfill their potential. We are funded entirely by voluntary contributions and are committed to making a lasting difference for children.
JOB PURPOSE
Under the direct supervision of the Head of Individual Giving, this role is responsible for the operational management, performance, and continuous improvement of UNICEF Portugal’s telemarketing channel.
While campaign strategy is defined by the Campaign Managers, the Telemarketing Channel Manager is accountable for ensuring that the channel has the capacity, quality, and operational readiness to deliver the required results through two external telemarketing agencies.
The role manages the daily execution of all telemarketing activities, including acquisition, conversion, upgrade, reactivation, retention and inbound/outbound campaigns, ensuring high performance, brand integrity, strong donor experience, and consistent delivery of KPIs such as volume, average donation, fulfilment rate, attrition and ROI.
The Telemarketing Channel Manager plays a critical role in ensuring UNICEF Portugal’s growth in new pledge donors and strengthening donor lifetime value through high‑quality, well‑executed telemarketing activities.
Strong execution of this channel contributes to increased brand visibility and strengthens UNICEF’s position in Portugal as an organisation committed to transparency, professionalism and impact.
KEY RESPONSIBILITIES
1. Channel Delivery & Performance
- Ensure the successful execution of all telemarketing campaigns by guaranteeing the capacity, quality and resources required to deliver the KPIs and timelines defined by the Campaign Managers.
- Monitor daily, weekly and monthly performance of both agencies, ensuring delivery against volume, quality and cost KPIs.
- Develop and implement performance dashboards, reporting routines and corrective action plans whenever deviations occur.
- Conduct comparative performance analysis between the two agencies and implement improvement plans tailored to each.
2. Coordination with Campaign Managers
- Act as the operational bridge between Campaign Managers and the agencies, ensuring clear communication of campaign requirements, scripts, volumes, targeting and expected outcomes.
- Participate in planning discussions to assess operational feasibility and channel impact, ensuring readiness and alignment with campaign timelines.
- Guarantee the operational implementation of all strategic decisions made by the Campaign Managers.
3. Quality Assurance & Donor Experience
- Ensure the quality, accuracy and compliance of all scripts, messaging and donor interactions, in line with UNICEF brand guidelines and safeguarding policies.
- Coordinate Mystery Shopper initiatives, call listening, call audits and field visits to measure quality and provide direct feedback.
- Maintain high standards of donor experience, ensuring transparency, integrity and consistency across all agencies.
4. Agency Management & Oversight
- Lead the day‑to‑day management of two telemarketing agencies, ensuring strong governance, performance monitoring and timely decision-making.
- Oversee hiring, training, coaching and motivation processes within the agencies, including team leaders, agents and administrative staff.
- Develop and implement motivation plans to boost performance and engagement.
- Ensure proper budget execution for the telemarketing channel, including cost control, CPA optimisation and ROI maximisation.
5. Operational Planning & Continuous Improvement
- Develop monthly and quarterly operational monitoring plans for each agency, enabling rapid identification of issues and activation of action plans.
- Analyse campaign outcomes and prepare evaluation reports with recommendations for optimisation based on cost–benefit analysis.
- Promote a culture of continuous improvement within agencies, ensuring adoption of best practices, data-driven decisions and operational excellence.
QUALIFICATIONS AND COMPETENCIES OF A SUCCESSFUL CANDIDATE
EXPERIENCE & EDUCATION:
- University degree in Management, Marketing, Communication, Business Administration or a related field.
- Minimum of 5 years’ experience in customer service, call centre operations, sales management, telemarketing, supplier/agency management or similar roles.
- Experience in telemarketing campaigns is a strong asset.
- Experience with data and database management is desirable.
SKILLS & COMPETENCIES:
- Commitment and drive for results
- Analytical thinking and problem-solving
- Planning and organising
- Strong communication skills and ability to work with people
- Integrity, diversity and inclusion
- Ability to follow procedures and ensure compliance
- Excellent communication and writing skills in Portuguese.
- Good working knowledge of English is required.
WHAT WE OFFER
- Hybrid work model with flexibility.
- A sustainable office environment.
- Additional vacation days and a special day off for your birthday.
- Flexible afternoons for family time.
- Fresh fruit in the office.
- Health insurance.
- Onsite doctor 1x/month.
- Opportunities for professional growth within a dynamic team.
VALUES
UNICEF’s work is guided by the values of Care, Respect, Trust, Integrity, Accountability, and Sustainability. We are committed to upholding these values in all that we do.
UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will undergo rigorous reference and background checks and are expected to adhere to these standards and principles.
