Senior Call Center Assistant

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties:

• Support overseeing the UNHCR Call Centre staff and operations.
• Respond to Call Centre to the calls in a kind, helpful, and professional manner.
• Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units – protection, registration, field, mass information, etc. to receive updates, organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.
• Compile and report on trends emerging from the Call Centre – including concerns, frustrations, and information coming from refugees.
• Generate daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
• Observe and listen to Call Centre staff for quality control purposes.
• Liaise closely with colleagues to ensure the most effective operation of the Call Centre.
• Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.
• Refer cases to protection colleagues for assistance, as needed.
• Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.
• Provide basic counselling to refugees.
• Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.
• Provide face to face counselling and information dissemination periodically at the UNHCR reception centre.
• Compile and enter the statistical data into the protection database.
• Support the identification and management of risks and seek to seize opportunities impacting objectives in the area of responsibility. Ensure decision making in risk based in the functional area of work. Raise risks, issues and concerns to a supervisor or to relevant functional colleague(s).
• Perform other related duties as required.

Minimum Qualifications:

• Years of Experience / Degree Level
• For G5 – 2 years relevant experience with High School Diploma; or 1 year relevant work experience with Bachelor or equivalent or higher

Experience:

Essential

• Minimum 2 years of professional job experience. Ability to work with people from different cultural backgrounds.

Functional Skills:

• IT-Computer Literacy
• CO-Drafting, Documentation,
• DM-Data interpretation, reporting and presentation
• CO-Cross-cultural communication

Language Requirements :

• For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

Source: https://unhcr.wd3.myworkdayjobs.com/en-US/External/job/Amman-Jordan/Senior-Call-Center-Assistant_JR2445972