عاجل| تعلن منظمة الامم المتحدة عن حاجتها لموظف Call Center

عاجل| تعلن منظمة الامم المتحدة عن حاجتها لموظف Call Center

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

2024-05-21

Job Posting End Date

June 4, 2024

Terms of Reference

N/A

Standard Job Description

Call Centre Associate

Organizational Setting and Work Relationships

The Office of the High Commissioner for Refugees (UNHCR) was established in 1950 by the United Nations General Assembly. The agency is mandated to provide protection, assistance and seek durable solutions for refugees and stateless persons. UNHCR has also been involved under certain circumstances in enhancing protection and providing humanitarian assistance to internally displaced persons.

The Call Centre Associate will support the Call Centre staff ensuring the Call Centre functions effectively, producing daily, weekly, and monthly reports on the implementation of the Call Centre, ensuring the team is fully up to date on available services and assistance, scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit. S/he may also assist occasionally in face-to-face counselling with refugees at the UNHCR Reception Centre.

The Call Centre Associate normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

Minimum Qualifications

Education & Professional Work Experience

Years Of Experience / Degree Level

For G6 – 3 years relevant experience with High School Diploma; or 2 years relevant work experience with Bachelor or equivalent or higher

Field(s) of Education

Not applicable.

Certificates and/or Licenses

Not specified.

(Certificates and Licenses marked with an asterisk* are essential)

Essential

Relevant Job Experience

Relevant professional job experience. Ability to work with people from different cultural backgrounds.

Desirable

Work experience with UNHCR is an advantage. Completion of UNHCR’s related learning activities is an advantage.

Functional Skills

IT-Computer Literacy

CO-Drafting, Documentation, 

DM-Data interpretation, reporting and presentation

CO-Cross-cultural communication

(Functional Skills marked with an asterisk* are essential)

Language Requirements

For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.

For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

Competency Requirements

All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning 

Client & Result Orientation

Managerial Competencies

Empowering and Building Trust

Judgement and Decision Making

Managing Performance

Cross-Functional Competencies

Technological Awareness

Planning and Organizing

Analytical Thinking

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Required Languages

,

,

Desired Languages 

,

,

Skills

Additional Qualifications

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
 

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