Contact Centre Assistant

Organizational Setting

The Shared Services Centre (SSC) recommends and administers process management and procedures that need to be executed effectively; ensures the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improves the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.

The position is located in the Shared Services Centre in Budapest, Hungary.

Main Purpose

The Contact Centre Assistant performs a full range of client-related support services contributing to the smooth and efficient running of the work unit.

Supervision Received/Exercised

The Contact Centre Assistant reports to a Professional Staff and receives guidance from an Associate. The incumbent operates independently on routine matters. Supervision received is focused on the quality of work outputs and provides for on-the-job learning.

Working Relationships

The Contact Centre Assistant works closely with a wide range of colleagues, with business units and with immediate clients within the Organization, providing procedural guidance and information.

Key Functions/Results

• Assist FAO personnel, transaction initiators and approvers on FAO administrative processes related to Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE), and advise on FAO rules and procedures; • Assist users in operating FAO corporate systems; • Handle incoming queries through a tracking system and phone within the established Service Level Agreement; • Manage accesses for FAO Administrative systems; • Escalate issues and complex queries to higher level if necessary; • Identify where users encounter problems in processing transactions, identify data discrepancies in the system and escalate; • Participate in testing system changes; • Initiate a variety of routine transactions in the FAO Global Resource Management System; • Draft routine documents and correspondence; • Perform other duties as required.

Impact Of Work

The incumbent's work impacts directly on the smooth and efficient running of the Office and the overall output of the work unit.

______________________________________________________________________________________________________ CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education. Experience: Three years of relevant experience in office/ management support work, including human resources, and/or travel and finance. Languages: Working knowledge (proficient - level C) of English. IT Skills: Very good knowledge of the MS Office applications, Internet and office technology equipment.

Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing visa/work permit, and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

Results Focus Teamwork Communication Building Effective Relationships Knowledge Sharing and Continuous Improvement

Technical Skills

Very good knowledge of corporate computerized financial/travel/human resources systems and administrative procedures and policies.

Desirable Qualifications And Skills

• Work experience in more than one area of work. • Limited knowledge (intermediate – level B) of a second official FAO language (Arabic, Chinese, French, Russian or Spanish). • Good knowledge of FAO's organizational structure.