Senior Call Center Assistant

Terms of Reference

UNHCR Jordan has one of the largest refugee helplines in the world. It was established in 2008 and currently responds to more than 450,000 calls per month. The Helpline is the main approach UNHCR Jordan uses for two-way communication to provide information and feedback to refugees living in Jordan. It responds to refugees 24/7 on various topics through the automated response as well as through agents. Topics include; Registration, Resettlement, Protection, health, education and assistance (including basic needs assistance). The incumbent is expected to (a) answer incoming calls and provide response/information/feedback to queries based on standard replies and refugee database, (b) log calls into Ticketing System database and make referrals to other functional units, when needed, (c) provide needed counselling as guided by the functional units and escalate calls to the Helpline team lead when needed and (d) make outbound calls to refugees as requested.

Standard Job Description 

Senior Call Centre Assistant

Organizational Setting and Work Relationships

• The Office of the High Commissioner for Refugees (UNHCR) was established in 1950 by the United Nations General Assembly. The agency is mandated to provide protection, assistance and seek durable solutions for refugees and stateless persons. UNHCR has also been involved under certain circumstances in enhancing protection and providing humanitarian assistance to internally displaced persons.
• The G5 Senior Call Centre Assistant will support the Call Centre staff ensuring the Call Centre functions effectively, producing daily, weekly, and monthly reports on the implementation of the Call Centre, ensuring the team is fully up to date on available services and assistance ,scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit. S/he may also assist occasionally in face to face counselling with refugees at the UNHCR Reception Centre.
• The Senior Call Centre Assistant normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.
• 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

Relevant Job Experience

Essential

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

Desirable

• Work experience with UNHCR is an advantage. Completion of UNHCR’s related learning activities is an advantage.

Functional Skills

• IT-Computer Literacy
• CO-Drafting, Documentation,
• DM-Data interpretation, reporting and presentation
• CO-Cross-cultural communication
• (Functional Skills marked with an asterisk* are essential)

Language Requirements 

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