Programme Associate (Call Centre Operator)

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UNHCR - UN High Commissioner for Refugees

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Application deadline 1 year ago: Wednesday 4 May 2022 at 00:00 UTC

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Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

Sudan hosts 1.1 million refugees, one of the largest refugee populations in Africa. South Sudanese represent more than 70% (800,000) of the refugees in Sudan, followed by 126,000 Eritrean refugees (11%). The country also counts more than 3 million internally displaced persons, mostly in the Darfur region that has experienced a volatile security situation for almost two decades.

UNHCR Sudan in its commitment to implementing the Policy on Age, Gender and Diversity and as collective protection mainstreaming and accountability mechanism, UNHCR has joined efforts with WFP Sudan in the establishment of a Call Centre based in Khartoum covering operational states across Sudan in all operational states. By promoting a common service approach, the Call Centre will encourage the integration of community engagement into the humanitarian programme cycle, helping to ensure that the provision of information, community feedback, community participation, and evidenced-based data is systematically captured, implemented, coordinated, and used to strengthen prevention, safe and quality programming, decision-making, transparency, accountability, and limit duplication.

The Programme Associate (Call Centre Operator) recruited will be hosted in WFP Call centre in Khartoum state.

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: • 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; • Teamwork and respect for diversity: • 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; ability to establish priorities and to plan, coordinate and monitor (own) work; ability to work under pressure, with conflicting deadlines, and to handle multiple concurrent projects/activities; • Communication: proven interpersonal skills; good spoken and written communication skills, including ability to prepare clear and concise reports; ability to conduct presentations, articulate options and positions concisely; ability to make and defend recommendations; ability to communicate and empathize with staff (including national staff), military personnel, volunteers, counterparts and local interlocutors coming from very diverse backgrounds; capacity to transfer information and knowledge to a wide range of different target groups; • Flexibility: adaptability and ability to live and work in potentially hazardous and remote conditions, involving physical hardship and little comfort; to operate independently in austere environments for protracted periods; willingness to travel within the area of operations and to transfer to other duty stations within the area of operations as necessary; • Genuine commitment towards the principles of voluntary engagement, which includes solidarity, compassion, reciprocity and self-reliance; and commitment towards UNHCR mission and vision, as well as to the UN Core Values.

• 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; • 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.

Khartoum is the capital and trading center of Sudan and is situated in Khartoum State, at the junction of the Blue and White Nile rivers. Omdurman is also a suburb of Khartoum, giving the urban area a population of over 5 million. It has long served as a major communications center between the Arab countries of North Africa and central African countries. Arabic, the official language, is the mother tongue of about half the population. English is used widely.

The electricity supply is generally good in Khartoum, although most buildings and houses in the city have stand-by generators as there are regular power cuts in particular during summer. The current is 220V/50 cycles AC. Electricity is metered, and credits are purchased from the electricity office, check your meter regularly.

Khartoum is classified as a family duty station (C – in the UNHCR system), with a good level of services, accommodation and facilities. It is a relatively safe environment sometimes marked by small criminality or anti-western public demonstrations. MORSS compliance is required. The cost of living may be high, depending on the standards, particularly for food and accommodation.

There are few health facilities available, and it is advised that the UN doctor (at the UNDP Office in Khartoum, details on Annex 2) be consulted before going to private doctors. It is highly recommended that staff makes a comprehensive medical check before traveling to Sudan.

Added 1 year ago - Updated 1 year ago - Source: unv.org