Telemarketing Channel Coordinator

About the role

The Telemarketing Channel Coordinator supports UNICEF Portugal’s fundraising mission by overseeing the operational performance of its telemarketing channel. Reporting to the Head of Individual Giving, the role ensures that external telemarketing agencies deliver high‑quality donor interactions and meet defined KPIs.

Key responsibilities

• Guarantee successful execution of all telemarketing campaigns by securing capacity, quality, and resources required to meet volume, average donation, fulfilment, attrition and ROI targets.
• Monitor daily, weekly and monthly performance of two external agencies, develop dashboards, and implement corrective actions when KPIs deviate.
• Conduct comparative performance analysis between agencies and design tailored improvement plans.
• Act as the operational bridge between Campaign Managers and agencies, communicating scripts, targeting, volumes and expected outcomes.
• Participate in campaign planning to assess feasibility, ensure readiness and align timelines.
• Ensure script accuracy, messaging compliance and adherence to UNICEF brand and safeguarding policies.
• Coordinate mystery‑shopper initiatives, call listening, audits and field visits to maintain high donor experience standards.

Required profile

• Proven experience managing telemarketing or call‑center operations, preferably in a non‑profit environment.
• Strong analytical mindset with ability to track performance metrics and generate actionable insights.
• Excellent coordination skills to liaise between internal campaign teams and external agencies.
• Understanding of donor acquisition, conversion, retention and upgrade processes.

Required skills

What we offer

• Opportunity to contribute to UNICEF’s global mission of protecting children’s rights.
• Collaborative work environment with international impact.