Programme Assistant (Call Centre Operator)

Contract

This is a UNV Refugee contract. More about UNV Refugee contracts.

• As an active UNHCR/WFP team member, efficient, timely, responsive, client-friendly and high-quality support rendered to UNHCR/WFP and its beneficiaries in the accomplishment of her/his functions as state in the description of task in section12.
• Age, Gender and Diversity (AGD) perspective is systematically applied, integrated and documented in all activities throughout the assignment • A final statement of achievements towards volunteerism for peace and development during the assignment, such as reporting on the number of volunteers mobilized, activities participated in and capacities developed

Within the delegated authority and under the supervision of his/her designated mandated representative(s), the UN Volunteer will:

1. Answer incoming calls, provide immediate response to information inquiries and questions, recording all user information into the CFM database system
2. Ensure clear understanding of the Call center Standard Operating Procedures (SOP) and adherence to all relevant guidance while managing incoming and outgoing calls
3. Assists callers in identifying needs and simplify the information required to ensure adequate and clear information is collected from the caller
4. Ensure that adequate information is being provided to the caller and document their informed consent for cases that require referral or onward escalation for follow up action
5. Create new complaints in the CFM Online Database System with accuracy and under relevant modules
6. Forward complaints/feedback not resolved at first contact to the relevant programme focal points at Co, AO/FO and/or Protection Associate at AO or as guided by call center supervisor
7. Follow up with the call center supervisor on timely response from programme focal points on all concerns referred
8. Ensure responses/feedback is delivered to users and update the database system
9. Regularly seek information on WFP activities update and information in close coordination with the supervisor to be able to respond on the spot to beneficiary’s information requests.
10. Ensure information obtained from a variety of WFP programs units on their activities is adequately communicated to callers/users as requested
11. Report any technical problem immediately to the Call Center Supervisor
12. Keeps professional skills current by attending training on new equipment and learning new or modified procedures as provided by supervisors/WFP programme staff
13. Adhere to strict personal data protection and privacy protocols.

Furthermore, UN Volunteers are encouraged to integrate the UN Volunteers programme mandate within their assignment and promote voluntary action through engagement with communities in the course of their work. As such, UN Volunteers should dedicate a part of their working time to some of the following suggested activities:

• Strengthen their knowledge and understanding of the concept of volunteerism by reading relevant UNV and external publications and take active part in UNV activities (for instance in events that mark International Volunteer Day); • Be acquainted with and build on traditional and/or local forms of volunteerism in the host country; • Provide annual and end of assignment self- reports on UN Volunteer actions, results and opportunities.
• Contribute articles/write-ups on field experiences and submit them for UNV publications/websites, newsletters, press releases, etc.; • Assist with the UNV Buddy Programme for newly-arrived UN Volunteers; • Promote or advise local groups in the use of online volunteering, or encourage relevant local individuals and organizations to use the UNV Online Volunteering service whenever technically possible.

• Professionalism: demonstrated understanding of operations relevant to UNHCR; technical capabilities or knowledge relevant or transferrable to UNHCR procedures and rules; discretion, political sensitivity, diplomacy and tact to deal with clients; ability to apply good judgement; ability to liaise and coordinate with a range of different actors, especially in senior positions; where appropriate, high degree of autonomy, personal initiative and ability to take ownership; resourcefulness and willingness to accept wide responsibilities and ability to work independently under established procedures; ability to manage information objectively, accurately and confidentially; responsive and client-oriented; • Integrity: demonstrate the values and ethical standards of the UN and UNHCR in daily activities and behaviours while acting without consideration of personal gains; resist undue political pressure in decision-making; stand by decisions that are in the organization’s interest even if they are unpopular; take prompt action in cases of unprofessional or unethical behaviour; does not abuse power or authority; • Teamwork and respect for diversity: ability to operate effectively across organizational boundaries. • Commitment to continuous learning: initiative and willingness to learn new skills and stay abreast of new developments in area of expertise; ability to adapt to changes in work environment. • Planning and organizing: effective organizational and problem-solving skills and ability to manage a large volume of work in an efficient and timely manner. • Communication: proven interpersonal skills; good spoken and written communication skills. • Flexibility: adaptability and ability to live and work in potentially hazardous and remote conditions. • Genuine commitment towards the principles of voluntary engagement, which includes solidarity, compassion, reciprocity and self-reliance; and commitment towards UNHCR mission and vision.

• Knowledge of computer operations to include the use of email, web browser and customer service and data entry techniques. • Ability to think quickly and communicate clearly with a variety of callers and handle a high volume of calls. • Data entry and analysis skills • Ability to work under pressure • General knowledge of UN system related policies, rules, regulations and procedures. • Completion of secondary school education. A post-secondary certificate in the related functional area. University Degree in Business Administration, IT, Economics, Statistics, Social science or any other relevant field is desirable. • Knowledge of computer operations to include the use of email, web browser and customer service and data entry techniques. • Ability to think quickly and communicate clearly with a variety of callers and handle a high volume of calls. • Data entry and analysis skills • Ability to work under pressure • Excellent interpersonal skills; culturally and socially sensitive; ability to work inclusively and collaboratively with a range of partners, including grassroots community members, religious and youth organizations, and authorities at different levels; familiarity with tools and approaches of communications for development; • Lived refugee experience is required • Ability to work and adapt professionally and effectively in a challenging environment; ability to work effectively in a multicultural team of international and national personnel; • Solid overall computer literacy, including proficiency in various MS Office applications (Excel, Word, etc.) and email/internet; familiarity with database management; and office technology equipment. • Self-motivated, ability to work with minimum supervision; ability to work with tight deadlines; • Sound security awareness. • Have affinity with or interest in volunteerism as a mechanism for durable development, and the UN System.

This assignment is not for locals, this assignment is for those who have refugee status in Sudan with valid refugee registration cards.

This assignment is in Khartoum and the volunteer will be responsible of his/her own accommodation.