Job Title: Existing Donor Support Assistant Vacancy Notice: VN-022-20-MEX Position Number 022-20
Location: Ciudad de Mexico Position Grade: LICA 4 Closing Date: 2020-02-16
Organizational Context

The United Nations High Commissioner for Refugees (UNHCR) office was established on December 14, 1950 by the General Assembly of the United Nations. The Agency is mandated to direct and coordinate actions to protect people in refugee status and solve refugee problems. Its main purpose is to safeguard the rights and welfare of refugees. It also has a mandate to help stateless people. For more information on UNHCR, its mandate and operations please visit

UNHCR is almost entirely funded by voluntary contributions from governments and private donors. Private Sector Partnerships (PSP) Mexico is a priority market for PSP Americas, with the remit to increase awareness of UNHCR and raise funds from the private sector (individuals, corporates, foundations) in the country. The individual giving acquisition strategy has grown in the last years and it is expected to continue with this trend.

UNHCR Mexico projects significant revenue growth in the next years coming from different acquisition channels. In order to maintain and optimize the new donors and the existing file, PSP Mexico is looking to recruit a person to supervise call center activities and support to optimize, recapture, retention, reactivation, upgrade campaigns and contribute to improve multichannel acquisition targets.


Bajo la supervisión del Oficial Asistente de Manejo de datos, el/la Asociado de Manejo de Datos llevará a cabo las siguientes tareas:
  • Supervise and monitor the telemarketer team, with the purpose to accomplish KPI's established for each campaign.
  • Establish a work culture in the Telemarketing team aimed at productivity, commitment, honesty and quality.
  • Guarantee quality support in phone, email, and WhatsApp responses.
  • Support to achieve the established objectives for the donor development area.
  • Support administrative process that involve donor care and database registration.
  • Collaborate to implement the strategy of retention and optimization.
  • Supervise telemarketer inhouse team and different telemarketing agencies or call center implementers of the fundraising campaigns.
  • Provide feedback and training continuously to the telemarketer team.
  • Maintain an efficient communication of professionalism and respect with each agency.
  • Complete backup of calls periodically.
  • Listen to calls in a constant basis.
  • Calculate telemarketer monthly bonus.
  • Do financial reconciliations and batch closing (In coordination with database administrator).
  • Organize and perform UNHCR induction sessions.
  • Keep the telemarketing team updated with pertinent administrative and UNHCR information.
  • Assist with the creation and implementation of the training program.
  • Assist with organizational development and administrative processes.
  • Assist with the measurement, monitoring and improvement of established KPIs.
  • Implement a motivation strategy
  • Prepare reports, controls and analysis.
  • Attend and help with fundraising activities, when needed.


The hired person will be responsible for analyzing and optimizing the different telemarketing metrics to guarantee results:
  • Direct report to Donor Development Associate
  • Weekly report update
  • Monthly KPIs report
  • Annual KPIs report
  • Meeting’s attendance
  • Meet program’s KPIs






Essential Minimum Qualifications and Experience

  • Completion of Secondary Education with certification/training in sales, marketing, public relations or any other related field.
  • KPIs for each different telemarketing campaign
  • Ensure high performance candidates and profiles in the team
  • Well informed team (UNHCR information)
  • Weekly KPIs analysis and recommendations
  • Quality of the data at Salesforce
Work Experience
  • A minimum of five years of working experience supervising customer services, loyalty areas, communications or donor care support.
  • Proven leadership with telemarketer teams.
  • Desirable experience in private sector fundraising to individuals in Mexican market.
  • Proven experience of managing donor or customer records within a customer relationship database and dialing system administration.
  • Knowledge of Ms Office, specifically: Word, Excel and Power Point.
  • Desirable Salesforce experience

Desirable Qualifications & Competencies



  • Capacity to analyze data.
  • Attention to details, high accuracy
  • Result oriented.
  • Interest in the humanitarian activities or international organizations.
  • Excellent communication skills and strong interpersonal skills as a team player.
  • Ability to maintain strict confidentiality of donor information.
  • Customer service oriented
  • Strong people skills
  • Ability to work in a fast-paced environment
  • Ability to follow instructions
  • Ability to work autonomously
  • 60% English, 100% Spanish
  • Proactive
  • Teamwork
  • Strong organizational, planning and problem-solving skills
  • Comfortable dealing with stress and handle pressure

Submission of Applications:

If you wish to be considered for this vacancy, please submit your application on by 16 February 2020.

Shortlisted candidates may be required to sit for a test. Only shortlisted candidates will be notified. No late applications will be accepted.

Se puede aplicar un examen escrito.

UNHCR is committed to diversity and welcomes applications from qualified candidates regardless of disability, gender identity, marital or civil partnership status, race, colour or ethnic and national origins, religion or belief, or sexual orientation.

El ACNUR está comprometido con la diversidad y acepta solicitudes de candidatos calificados, independientemente de su género, discapacidad, estado civil, raza, color, origen étnico y nacional, religión o creencias, y orientación sexual.

UNHCR does not charge a fee at any stage of the recruitment process (application, interview meeting, processing, training or any other fees).

Tome nota que el ACNUR no cobrará ningún cargo en ninguna de las fases del proceso de reclutamiento y selección.

Mexican citizenship or permanent residency in Mexico is needed.

ACNUR no prevé ningún apoyo relacionado a permisos de trabajo en México. Los candidatos expatriados son bienvenidos, pero deben contar con la residencia permanente.

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