Call Center Management Specialist

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Application deadline 2 years ago: Tuesday 1 Mar 2022 at 23:59 UTC

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Contract

This is a IICA-2 contract. This kind of contract is known as International Individual Contractor Agreements. It is normally internationally recruited only. It's an external contract. It usually requires 5 years of experience, depending on education. More about IICA-2 contracts.

Background Information - UNOPS

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.

Background Information - Job-specific

The UNOPS Hub in Amman implements projects in Jordan, Lebanon, Iraq, Syria, and Yemen, in partnership with bilateral donors, national governments, and other UN agencies. With an established presence across the region, the office runs operations including large-scale procurement, project development, and technical management, and provides financial, human resources, and infrastructure-related services. The functional objective of UNOPS Hub in Amman is to deliver its projects in an efficient and effective manner and in line with the principles, rules and regulations of UNOPS, in order to support the response to the current needs and national priorities in the region.

UNOPS has been active in Iraq since 2004, delivering close to 50 projects worth over USD 260 million. UNOPS has a very strong relationship with the key counterparts at both central and regional government levels in Iraq. UNOPS operates from its Operational Hub in Amman and supports its country office in Baghdad and its sub-office in Erbil.

The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

UNOPS is committed to achieving a fully diverse workforce.

Background Information – Job-Specific:

The Iraq Information Centre (IIC) was launched in 2015 following an inter-agency assessment into the information and communication needs of displaced populations in Iraq. Responding to one of the most complex humanitarian crises in the world, the Humanitarian Country Team agreed to the establishment of an inter-agency accountability mechanism that allows affected populations to directly influence the evolution of humanitarian response in Iraq.

The IIC is implemented by UNOPS and is funded by a range of partners. Since its launch, the IIC has handled more than 170,000 calls, giving information to more than 1 million individuals. The IIC’s primary objective is to promote two-way communication between affected populations to:

Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation;

Help ensure efficient and effective coordination of humanitarian actors operating in Iraq by collecting and circulating information about the urgent needs and priorities of affected populations, as well as the information gaps between them and delivering actors;

Support an environment of transparency and accountability by establishing an easy-to-access and safe mechanism through which critical feedback and complaints can be submitted and referred to humanitarian actors to influence humanitarian programming and shape advocacy.

Functional Responsibilities

Under the direct supervision of the Project Manager (PM), the Call Centre Coordinator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards:

IIC Management

  • Ensure the full operationality of the IIC;
  • Ensure the IIC operators act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality;

  • Maintain a balanced workload among IIC operators by ensuring the daily target of number of calls (incoming, outgoing, follow up etc) set is achievable and implemented;

  • Developing and/or updating and monitoring of standard operating procedures for every aspect of the daily call center operations;
  • Contribute to the effective implementation of the IIC Standard Operating Procedures (SOPs) and Quality Assurance procedures and act accordingly;

  • Ensure adherence of the IIC operators with the established SOPs and that cases are properly and timely managed, as well as highlight to the PM any observations or incompliances;

  • Liaise and follow with other IIC departments, especially data information on any registered cases raised by the callers;
  • Ensure adequate monitoring mechanisms are in place and adhered to by the IIC operators including review of cases prior to referrals coordinating with the information management department, as well as monitor and follow up on the cases referred to the relevant clusters by the IIC;
  • Ensure deadlines are set and met.

Team Management

  • Lead and motivate the Call Centre operators;
  • Monitor and evaluate the operators performance of operators against the established indicators and ensure that performance reviews are conducted in timely manner in coordination with the PM ;
  • Ensure that the Call Centre operators acts professionally, abide by the IIC Code of Conduct, the IIC complaint protocol, and the UN rules and regulations;
  • Build and foster a pleasant and effective working environment, encouraging dialogue and two-way constructive feedback;
  • Ensure a fair and transparent responsibility matrix, with assigned alternatives;
  • Hold regular regular meetings with the IIC operators, highlight to the PM the main concerns to take action accordingly, and ensure minutes are uploaded to the shared drive;

  • Design the key performance indicators (KPI) for the IIC operators, monitor and take action accordingly.

Coordination and Analysis

  • Promote and support coordination mechanisms among the different IIC departments, especially regarding any emergent or important information/case raised by the callers;

  • Support preparing summary and analytical documents, background notes, presentations, talking points, inputs for donor's report and other official communications;

  • Communicate routinely with the PM and follow up any issues related to the IIC monitoring, performance and quality control;
  • Establish and maintain effective relationships with stakeholders;
  • Identify and map the gaps in the IIC services and collaborate with the IIC operators in defining strategies and approaches to engage with stakeholders;
  • Support and act where required as the accountability focal point between partners and the IIC as well as ensure information flows in accordance with established information management and reporting standards and procedures;
  • Support visibility efforts to raise awareness of the IIC among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities.

Knowledge Management and Sharing

  • Remain informed and updated on accurate information regarding the humanitarian response and information relevant to affected communities. Ensure such information is shared with the operators in a time sensitive manner;
  • Ensure partners 3Ws (Who does what and where) and “key messages” are updated on a weekly basis to ensure that callers are able to quickly obtain the information they require;
  • Contribute to the development of learning and knowledge management system for the IIC;
  • Document on a regular basis lessons learnt, best practices, and success stories and share it with the PM.

Competencies

Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization.(for levels IICA-2, IICA-3, LICA Specialist- 10, LICA Specialist-11, NOC, NOD, P3, P4 and above) Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles. Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role). Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries. Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements. Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving. Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Education/Experience/Language requirements

  • Advanced university degree (Master’s or equivalent) is required. Preferably in Management, Social Sciences, Business Administration, Development Studies or other related disciplines. First level university degree (Bachelor’s or equivalent) in combination with 2 additional years of relevant experience may be accepted in lieu of an Advanced university degree;
  • At least five years (ore more depending con academic credentials) of work experience in call centre, customer service managerial and/ or supervisory role is required;
  • A good knowledge with computers, and other software/ platforms related to the position’s field of expertise. Good experience in working with the G-Suite platform including, Google Drive, Google Calendar, Gmail, Google Sheets, Docs, and Slides; is desired
  • Knowledge and proven experience in application of protection principles is desired;
  • Strong background in managing teams, fostering a positive work environment is required
  • Strong background in data collection, analysis and presentation of data is an advantage
  • Knowledge of Accountability to Affected Populations and Communicating with Communities is desired
  • Experience working in the humanitarian sector/international NGO, UN agency or other international technical cooperation agency is highly desired.

Contract type, level and duration

  1. Contract type: ICA
  2. Contract level: I-ICA 2
  3. Contract duration: Ongoing ICA – ‘Open-ended, subject to organizational requirements, availability of funds and satisfactory performance.’

For more details about the ICA contractual modality, please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

Additional Considerations

  • Please note that the closing date is midnight Copenhagen time
  • Applications received after the closing date will not be considered.
  • Only those candidates that are short-listed for interviews will be notified.
  • Qualified female candidates are strongly encouraged to apply.
  • UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
  • Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
  • For retainer contracts, you must complete a few Mandatory Courses (around 4 hours) in your own time, before providing services to UNOPS.
  • The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns. Recruitment/internship in UNOPS is contingent on the results of such checks.

Added 2 years ago - Updated 2 years ago - Source: jobs.unops.org