Job Title: Job ID: Senior Call Centre Assistant - UNOPS
24629
Location: Amman, Jordan
Salary Grade: Hardship Level: A
Family Location Type: Family
Eligible Applicants
This position is advertised open to internal and external applicants.
Duties and Qualifications
Operational Context: UNHCR Jordan has one of the largest refugee helplines in the world. Since its inception in 2008, the helpline has responded to more than 11 million calls. The Helpline is one approach UNHCR Jordan uses for two-way communication to provide information and feedback to refugees living in Jordan. It responds to around 8,000 calls per day on various topics through the automated response as well as through agents. Topics include: Registration, Resettlement, Protection, Livelihoods, and assistance (including basic needs assistance), health and education.
Functional Statement: The incumbent is expected to perform the following:
Monitoring & Progress Controls: The performance of Helpline agents is reported on a monthly basis to the supervisor and head of unit. The staff performance is measured upon the set Key Performance Indicators (KPIs) and the general UNHCR principles. Coaching/evaluation sessions are being conducted with the team members on monthly basis. The KPIs include:
Essential Minimum Qualifications and Experience:
Desirable Qualifications: Â' N/A
Key Competencies
Â' Excellent communication skills.
Â' Analytical thinking.
Â' The incumbent must be patient; able to handle the call center demanding environment; highly motivated with strong interest in the humanitarian work; dynamic; energetic with strong personality to manage work pressure.
Â' Good IT skills including word processing and typing skills in English and Arabic and experience in using databases is a plus.
Additional Information
Submission of Applications: External vacancies are posted on the external UNHCR website. Instructions are provided on www.unhcr.org Â' Careers.
Applicants are invited to fill in the letter of interest.
No late applications will be accepted. Only shortlisted candidates will be contacted. Shortlisted candidates may be required to sit for a written test and/or oral interview. UNHCR does not charge a fee at any stage of the recruitment process (application, interview, processing or any other fees).
UNHCR strongly encourages qualified female applicants for this position. UNHCR seeks to ensure that male and female employees are given equal career opportunities. UNHCR is committed to achieving workforce diversity in terms of gender, nationality and culture. All applications will be treated with the strictest confidentiality.
Distribution:
CONSENT
The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.
According to article 101, paragraph 3, of the Charter of the United Nations, the paramount consideration in the employment of the staff is the necessity of securing the highest standards of efficiency, competence, and integrity. Candidates will not be considered for employment with the United Nations if they have committed violations of international human rights law, violations of international humanitarian law, sexual exploitation, sexual abuse, or sexual harassment, or if there are reasonable grounds to believe that they have been involved in the commission of any of these acts. The term "sexual exploitation" means any actual or attempted abuse of a position of vulnerability, differential power, or trust, for sexual purposes, including, but not limited to, profiting monetarily, socially or politically from the sexual exploitation of another. The term "sexual abuse" means the actual or threatened physical intrusion of a sexual nature, whether by force or under unequal or coercive conditions. The term "sexual harassment" means any unwelcome conduct of a sexual nature that might reasonably be expected or be perceived to cause offence or humiliation, when such conduct interferes with work, is made a condition of employment or creates an intimidating, hostile or offensive work environment, and when the gravity of the conduct warrants the termination of the perpetrator's working relationship. Candidates who have committed crimes other than minor traffic offences may not be considered for employment.
Refugees Â' who cares? We Do
Closing date for this post will be on 6 February 2021
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This vacancy is archived.