Hardship Level (not applicable for home-based)

A (least hardship)

Family Type (not applicable for home-based)

Family

Staff Member / Affiliate Type

UNOPS LICA6

Target Start Date

2024-09-01

Job Posting End Date

August 9, 2024

Terms 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 DescriptionRequired Languages

,

,

Desired Languages

,

,

Additional Qualifications

Skills

CO-Cross-cultural communication, CO-Drafting and Documentation, DM-Data interpretation, reporting and presentation, IT-Computer Literacy

Education

Certifications

Work Experience

Other information

This position doesn't require a functional clearance

Home-Based

No