Senior Telemarketing Executive

: Amnesty International Thailand

: 31 May 2023

18 / June / 2023

Purpose of the role

The Senior Tele-Marketing Executive (STM) is responsible for the overall management and delivery of the Tele-Marketing programme. Amnesty International Thailand (AITH) partners with Tele Marketing agencies to contact new and existing supporters and ask them for regular financial support.

The STM is responsible for ensuring our tele-marketing campaigns meet performance targets, are compliant with fundraising and data regulations and our values and standards of supporter care. The STM provides expert guidance to the fundraising department in how to work with TM agency partners to ensure that they consistently delivery on their performance objectives.

Main responsibilities

Planning;

1. To perform as a member of the Fundraising management team, working with the Fundraising Director, IS Specialist and seconded specialists and other managers to develop the TM fundraising strategy and deliver team objectives and plans. Participate in fundraising strategic and operational planning.

Operational and resource management:

2. In doing this to support, develop and motivate the team in delivering financial and campaigning benefits to AITH whilst meeting our highest supporter care standards.

3. To work with commissioning team managers and other internal teams to plan and schedule the work of the TM agency, ensuring adequate staff resources, appropriate management of supporter data and delivery of campaigns to deadline.

4. To work closely with the Database manager to ensure that the correct data is made available on time for the TM campaigns and that workload and staffing plans can be made months in advance.

5. To work closely with commissioning teams across AITH to shape the brief, delivery and evaluation of their campaigns and make suitable recommendations. To ensure monitoring and reporting of performance against agreed targets. This will include;

- Regular reporting during a campaign

- Comprehensive post campaign evaluations

- Evaluation of the tele-marketing programme

6. To translate campaign briefs into work plans for the team, including objective and target setting, cost per call quotations, scripts, team briefings, database requirements, timelines and deadlines.

7. Actively role model and display behaviours that reflect AITH’s organization values and agreed behaviour framework.

Relationships and networking:

8. To build relationships with fundraising team [as well as others in the organization] in order to facilitate the delivery of an excellent tele-marketing function for the benefit of the whole organization. To ensure that any themes noticed when communicating with our supporters is fed back in a timely way to the wider organization.

Compliance:

9. To ensure that the team complies with the Data Protection Act and all other statutory and policy obligations.

10. To provide tele-marketing expertise and guidance to the wider team.

11. Manage the relationship with external tele-marketing agencies, ensuring that any calling campaigns they conduct on behalf of AITH are compliant with our standards, policies and values

Other:

12. To undertake any other relevant duties or projects delegated by the line manager, which are in line with the responsibilities of the post.

Essential qualifications:

· Bachelor’s degree in any field.

· A minimum of 1-3 years of experience in customer service/telesales/telemarketing/fundraising.

· Calm demeanor under pressure. Possess a service-oriented mindset, problem-solving skills, and a great team player.

· Knowledge and/or experience in Microsoft Excel, database systems, reporting, and management.

· Preliminary to elementary English communication skills would be an advantage.

· Decisiveness and attention to detail.

· Proficient with MS Office and Call Centre software programs.

· Strong knowledge of performance evaluation techniques and customer service metrics.

· Driven and result oriented.