Telemarketing Team Leader - Sheridan Mandaluyong

However, s/he is expected to act under minimal supervision for the day-to-day activities. S/he is to take initiative and exercise judgment in carrying out the responsibilities in close consultation with the supervisor/s.

This post will primarily support efforts in the day-to-day operations of the Telemarketing (TM) fundraising channel.

Key Responsibilities

• Lead, motivate, and manage a team of telemarketing fundraisers to achieve daily, weekly, monthly and annual targets
• Conduct regular coaching, call listening, and performance feedback sessions
• Set clear expectations and monitor agreed-on KPIs related to but not limited to retention rates, reach, average gift, conversion and fulfilment rates, and call quality.
• Help foster a positive, ethical, and high‑performance team culture
• Ensure donor conversations are engaging, respectful, and aligned with organizational values
• Help liaise with Client’s third party telemarketing agency engaged to support the telemarketing operations and ensure that agency performs to high standards.

• Meet telemarketing quality standards, scripts, and compliance requirements
• Help identify training needs to improve call quality and donor experience
• Help oversee escalated donor concerns or complaints being handled professionally and efficiently

• Track and analyze team performance metrics and prepare regular performance reports
• Work closely with management to implement campaign changes and process improvements
• Assist in recruitment, onboarding, and training of new team members, whenever applicable

Qualifications

At least two (2) or more years of proven experience as a Telemarketing Team Leader / Supervisor within fundraising, donor services, sales & marketing, client services, or call center environments and proven track record in meeting/exceeding targets

• Excellent coaching and communication skills
• Ability to motivate teams in a target‑driven environment
• Strong problem‑solving and decision‑making skills
• Experience in latest developments in supporter engagement and contact center customer relations is desired.

• Experience working with telemarketing CRM/s and/or donor management systems. Good working knowledge of Salesforce is highly desired.
• Knowledge of call quality monitoring and compliance standards
• Excellent knowledge, fluency, and use of English and Filipino, both oral and written
• Background in nonprofit or charity fundraising