Contact Center Associate
Supervise Contact Centre to ensure efficient operations and support refugees.
This opening expired 2 years ago.
Do not try to apply for this job.
Overview
Supervise Contact Centre to ensure efficient operations and support refugees.
You have:
- 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher.
- Relevant professional job experience including data management experience as well as previous experience working in a contact Centre setting is desirable.
- Managerial experience leading teams is desirable.
- Ability to work with people from different cultural backgrounds.
- Arabic and French are required; working knowledge of English is desirable.
Hardship Level (not applicable for home-based)
A (least hardship)Family Type (not applicable for home-based)
FamilyStaff Member / Affiliate Type
UNOPS LICA6Target Start Date
2024-09-01Job Posting End Date
August 9, 2024Terms of Reference
Hire Contact Center Associate (LICA 6) TORs of the position:
Organizational Unit: UNHCR
Duty station: Tunisia (Tunis)
Grade: LICA 6
Expected start date: 9/1/2024
Overview of Position
The Contact Centre Associate is a key member of UNHCR Protection Unit, reporting to the Senior Protection Officer, Associate Protection Officer, or other designated protection staff. The role involves overseeing UNHCR Contact Centre staff and ensuring efficient operations.
Duties and Responsibilities - Supervise Contact Centre staff and ensure they respond to refugee queries in a professional manner., providing up to date, accurate information to refugees and asylum seekers. - Generate daily, weekly, and monthly reports on call/messages statistics (e.g., number of calls, average waiting time, referrals made). - Monitor and evaluate Contact Centre staff performance for quality assurance. - Perform other related duties as required. Minimum qualifications required Work experience: - Mandatory: 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher. - Desirable: Relevant professional job experience including data management experience as well as previous experience working in a contact Centre setting. Managerial experience, ability to lead teams and work with people from different cultural backgrounds. Language Requirements Arabic and French are required while working knowledge of English is desirable.
Accountability
All UNHCR staff members are accountable for performing their duties as reflected in their job descriptions and in line with UNHCR's regulatory framework, including the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions, and relevant accountability frameworks. Staff members must discharge their responsibilities consistent with UNHCR’s core values of professionalism, integrity, and respect for diversity.Standard Job Description
Required Languages
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Desired Languages
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Additional Qualifications
Skills
CO-Cross-cultural communication, CO-Drafting and Documentation, DM-Data interpretation, reporting and presentation, IT-Computer LiteracyEducation
Certifications
Work Experience
Other information
This position doesn't require a functional clearance Home-Based
No
Potential interview questions
| Can you describe a time when you had to manage a diverse team? | This question assesses your ability to navigate cultural differences and lead effectively in a multicultural environment. | Provide a specific example demonstrating your leadership and communication skills. |
| How do you handle difficult customer inquiries? | The interviewer wants to understand your problem-solving abilities in a contact centre context. | Pro members can see the explanation. |
| What methods do you use to evaluate team performance? | Pro members can see the explanation. | Pro members can see the explanation. |
Added 2 years ago
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Updated 1 year ago
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Source:
unhcr.org
