Call Centre Manager

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 - Job-specific

The UNOPS Hub in Amman implements projects in Jordan, Lebanon, Iraq, Syria, Turkey, 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.

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 Center (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 400,000 calls, giving information to almost 2.5 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

Call Center Management

• Ensure the full operationality of the IIC Call Center;
• Ensure partners “key messages” are updated on a weekly basis in order to ensure that callers are able to quickly obtain the information they require;
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner;
• Ensuring that there is a balanced workload among Call Center staff; ensure 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 centre operations;

• Contribute to the effective implementation of the IIC Standard Operating Procedures (SOPs) and Quality Assurance procedures and act accordingly;

• Ensure the Call Centre staff is following the IIC SOPs and cases are properly managed. Highlight to the PM if IIC SOPs are not followed.

• Liaise with other IIC departments, especially data information and follow-up on cases, in order to ensure the communication flow within the IIC staff;
• Ensure deadlines are set and met.

Team Management

• Lead and motivate the Call Center team by ensuring its well-being and good team work;

• Organise bilateral staff performance meeting every three (3) months

• Directly and closely supervise Call Center supervisors (x2), ensured general oversight of the operators;

• Monitor and evaluate performance of staff in the Call Center; Ensure that performance reviews are conducted;
• Ensure constant staff improvements and ensure coherence in the Call Center procedures;
• Ensure that the Call Center staff acts professionally, abide by the IIC Code of Conduct, by the IIC complaint protocol as well as by 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 staff meetings and highlight to the IIC PM the main concerns to take action accordingly and ensure minutes are uploaded to the shared drive;
• Minute and monitor the proceedings and resolutions of any conflict;
• Immediately report any case of indiscipline to the IIC PM;

• Facilitate the provision of high-quality results and services from the team supervised through effective work planning, performance management, coaching, and promotion of learning and development. This will include:

• Develop an Annual Work Plan (AWP) and ensure the daily operationality of the Call Center and that activities outlined in the AWP are implemented in a timely manner;

• Design the key performance indicators (KPI) for the call center team, monitoring and take action accordingly. Ensuring staff performance plan (if need it)
• Monitor the IIC’s assumptions constantly and assess the risks and propose revisions in the action plan, when needed;
• Ensure weekly/monthly (respectively) meetings are organized, especially the ones regarding quality assurance, case management, performance and conflict resolution;
• Document and file minutes of meetings and ensure a proper follow up of the questions raised during such meetings;
• Organize, facilitate and/or deliver training and learning initiatives for personnel on humanitarian-related topics;

Analysis and liaison - Promote and support coordination mechanisms among the different IIC departments, especially regarding any emergency or important information raised from 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 IIC PM to ensure follow up to issues arising from IIC Call Center monitoring, performance and quality control; - Identify and map the gaps in the IIC Service Directory and collaborate with the IIC team in defining strategies and approaches to engage with stakeholders; - Daily, highlight to the PM any trends in the calls received in order to inform partners about the needs in the field; Document these trends. - General oversee tracking cases referred to partners and their level of feedback as it comes in. Highlight to the IM department any issue raised.

Other tasks

• Ensure staff follow strict data protection and confidentiality principles;
• Ensure staff time management while maintaining the quality;
• Develop a Learning and Knowledge Management System for the Call Center staff;
• Document in One UNOPS system on a monthly basis the lessons learnt, risks and issues register as well as best practices and success stories;
• Perform any other duties as required by the supervisor.

Education/Experience/Language requirements

Education:

• Advanced university degree (Master’s or equivalent), preferably in Management, Social Sciences, Business Administration, Development Studies or other related discipline is required.
• 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;
• A technical Diploma/Professional License in combination with additional years of relevant experience may be accepted in lieu of an Advanced university degree.

Experience: - A minimum of 5 years experience in managing large teams in an international organization in the humanitarian/development sector is required. - Experience managing a call centre or similar is desired. - Strong background in protection is desired; - Relevant experience in a multicultural setting is desirable; - Previous experience in the Middle East will be an asset (not required). - UN Experience is desired. - Candidate might be required to work in turns and shifts (day-night-weekends); - Proficiency in the usage of computers and office software packages (MS Office) as well as web-based management systems; - Strong interpersonal, teamwork and organizational skills; - Proven experience in problem solving and conflict resolution skills; - Demonstrated capacity in strategic thinking

Language: - Fluency in English is required. - Fluent in Arabic is desirable.

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.

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.
• Erbil is a non-family duty station.
• This position is open to all nationalities.
• 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.

Contract type, level and duration

Contract type: Individual Contractual Agreement (ICA) Contract level: I-ICA2 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