National Consultant, Call Center Agents (5 positions), 18 Months, Yangon UNICEF, Myanmar (Open to Myanmar Nationals)

UNICEF works in some of the world’s toughest places, to reach the world’s most disadvantaged children. To save their lives. To defend their rights. To help them fulfill their potential. 

Across 190 countries and territories, we work for every child, everywhere, every day, to build a better world for everyone. 

And we never give up. 

For every child, champion

UNICEF Myanmar

Purpose of Activity/Assignment:

Call Center Agents, under the guidance of the UNICEF Myanmar Social Policy Specialist, to conduct phone calls to program participants of Social Policy programmes in Myanmar. 

Scope of work:

The Social Policy Section has substantially scaled up its programming on disability-inclusive humanitarian action since 2021. It has introduced processes for screening and identifying children and adults with disabilities in collaboration with organisations of persons with disabilities (OPDs) and community networks; launched an online Disability Management Information System (DMIS) to support determination of eligibility for assistance and services; and initiated a new child disability benefit scheme comprising bi-monthly cash transfers coupled with specialised support services.

As part of the Community Feedback Response Mechanism of the child disability benefit and other Social Policy programmes, UNICEF aims to extend and continue the Call Center services for onboarding of program participants as well as an accountability tool to affected  populations. This Call Center will be operated by Call Center agents: at its maximum 5 call center agents.  The Call Center unit will be placed and operated within UNICEF’s office in Yangon, under the day to day supervision and management of Social Policy.

This Call Center is designed to serve as a conduit to identify individual program participant issues with the ultimate aim to continually improve service delivery. The Community Feedback Response Mechanism has proven to be an important and indispensable tool for social policy programme implementation and quality control of programme activities continually.  To this end, UNICEF is recruiting call center agents (5 full-time positions).

Duration Of Assignment: 18 Months 

Duty station/Geographic Area:

The assignment is based in Yangon UNICEF Myanmar Office. *Travel costs for in-country travel will be paid by UNICEF (tbc if this modality works or needs to be reimbursed as per actuals).  *The standard DSA rates for contractor and the travel costs will be reimbursed as per actual basis and in line with UNICEF’s procedure.

Description of Assignment: 

Tasks/Milestone:	Deliverables/ Outputs:	Timeline:
98%  – Making outgoing calls to program participants.  – Answering all incoming calls from people reaching out to the Call Centre in a timely, politely and empathetic manner.  – Answer inquiries on the social policy programmes and provide guidance to program participants on key information (for e.g, dates of cash disbursement)  –  Use Inform to register calls/complaints/inquiry  by program participants, non-program participants. This requires ensuring that the Inform is correctly filled and that all relevant information provided by the caller is registered in a clear, detailed and accurate manner.  –  Provide immediate feedback to program participants, non-program participants regarding the  calls/complaints /inquiry  submitted. 1% –  Support in conducting monthly analysis of the hotlines  /call center data, if requested by the supervisor.  1% –  Assist in any other tasks as required.	Calls responded timely, politely, and accurately with appropriate feedback in line with the CFRM Technical Annex Call forms filled in the Inform/ template provided by the Social Policy with complete and accurate data for every registered call and as per the CFRM Technical Annex Complete quality daily reports on calls received and using Inform/ template provided by the Social Policy and with the required quality Regular attendance of schedules in line with call center approved schedule	Every month
100%  –  Meet ‘Outstanding’ performance rating applying the protocol for recertification of Call Centre Agents on bi-annually basis.	Performance rating report	Every 6 month

To qualify as an advocate for every child you will have… 

• Completion of secondary education is required.
• Bachelors degree in a relevant field is an asset.
• At least 1 year experience in call centre
• Fluency in Myanmar language and basic command in English.
• Excellent communication skills.
• Good knowledge and experience in productivity applications (Microsoft Office) tools.
• Fast touch typing in Myanmar and English would be an asset.
• Proficiency in using mobile reporting tools and applications.
• Previous experience in a relevant field in an asset.
• Enthusiasm and ability to learn.
• Respect of diversity and different ethnicities and background.
• Patience and ability to handle work pressure.
• Knowledge of the Myanmar context.
• Ability to work independently and as a team member both within and outside the office.
• Experience working with UN or NGO programmes/ projects is an asset.
• Myanmar with some understanding and capacity to speak other ethnic languages.

Please complete and attach the following “Expression of Interest” form in your applications:  26072024 EOI for_CallCenter_Agent_1.docx

For every Child, you demonstrate… 

UNICEF’s values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS). 

To view our competency framework, please visit  here. 

UNICEF is here to serve the world’s most disadvantaged children and our global workforce must reflect the diversity of those children. The UNICEF family is committed to include everyone, irrespective of their race/ethnicity, age, disability, gender identity, sexual orientation, religion, nationality, socio-economic background, or any other personal characteristic.

UNICEF offers reasonable accommodation for consultants/individual contractors with disabilities. This may include, for example, accessible software, travel assistance for missions or personal attendants. We encourage you to disclose your disability during your application in case you need reasonable accommodation during the selection process and afterwards in your assignment. 

UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. UNICEF also adheres to strict child safeguarding principles. All selected candidates will be expected to adhere to these standards and principles and will therefore undergo rigorous reference and background checks. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check. 

 

Remarks:  

Only shortlisted candidates will be contacted and advance to the next stage of the selection process. 

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws. 

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.