Оператор/-ка кол-центру (Call Centre Operator) – Міжнародна організація з міграції (МОМ), Представництво в Україні

CALL FOR APPLICATIONS

Open to Internal and External Candidates 

Position Title: Call Centre Operator
Duty Station: Uzhhorod, Ukraine
Classification: General Service Staff, UG (1100 USD per month)
Type of Appointment: Special Short-Term, Six months with possibility of extension
Estimated Start Date: As soon as possible
Closing Date: 19 September 2022 

Established in 1951, IOM is a Related Organization of the United Nations, and as the leading UN agency in the field of migration, works closely with governmental, intergovernmental and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services and advice to governments and migrants.

IOM is committed to a diverse and inclusive environment. Internal and external candidates are eligible to apply to this vacancy. For the purpose of the vacancy, internal candidates are considered as first-tier candidates.

Context: 

Under the overall supervision of the Chief of Mission, the Emergency and Stabilization Coordinator and Programme Coordinator (Partnerships and Programme Development), and under the direct supervision of the Call Centre Senior Assistant, the Call Centre Operator will directly support the Call Centre, reply to inquiries and record complaints. 

Core Functions / Responsibilities: 

1. Receive calls and messages from beneficiaries and other calls related to IOM. 
2. Handle calls in a timely and professional manner in line with the Call Center guidelines and SOPs. 
3. Process cases (calls and messages) including translating, logging, referring, tracking progress and finally providing callers with responses when necessary (from point of first contact to resolution).   
4. Receive calls and messages from beneficiaries and other affected populations and provide clear information about IOM’s programming. 
5. Manage sensitive complaints/feedback in line with the AAP internal SOP and “do no harm principles”. 
6. Follow up on complaints and queries with the Programme and other relevant unit teams. 
7. Provide accessible and timely information on organizational procedures, structures and processes that may impact communities to support informed decisions and engage communities in dialogue as part of information provision (outgoing calls when required). 
8. Perform such other duties as may be assigned.

Required Qualifications and Experience

Education

• High school degree or equivalent with at least 2 years of relevant work experience;

OR

• Bachelor`s Degree or equivalent in social work, psychology, administration, or related field with at least 1 year of professional work experience

Experience 

• Experience in customer service, communications, or similar would be an asset.  
• Experience in hotline support services or call centres would be an asset. 
• Experience in the humanitarian sector and working experience in emergency response is an advantage 
• Excellent communication and interpersonal skills, particularly spoken. 
• Demonstrated ability to maintain accuracy and confidentiality in performing responsibilities. 
• Ability to pay attention to details and work with minimal supervision. 
• Excellent computer skills especially MS Office. 
• Ability to confidently represent to external audiences and affected populations 
• Ability to work effectively and harmoniously within a team. 
• Work prioritization and ability to multitask. 
• Ability to work and act under pressure. 
• Responds positively to critical feedback and differing points of view. 

Languages

Fluency in Ukrainian is required. Fluency in English is desirable.

The incumbent is expected to demonstrate the following values and competencies:

Values 

• Inclusion and respect for diversity: respects and promotes individual and cultural differences; encourages diversity and inclusion wherever possible.
• Integrity and transparency: maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.
• Professionalism: demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Core Competencies – behavioural indicators

• Teamwork: develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
• Delivering results: produces and delivers quality results in a service-oriented and timely manner; is action oriented and committed to achieving agreed outcomes.
• Managing and sharing knowledge: continuously seeks to learn, share knowledge and innovate.
• Accountability: takes ownership for achieving the Organization’s priorities and assumes responsibility for own action and delegated work.
• Communication: encourages and contributes to clear and open communication; explains complex matters in an informative, inspiring and motivational way.

Other

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and security clearances.

A prerequisite for taking up the position is legal residency in the country of the duty station and work permit, as applicable.

How to apply:

Interested candidates are invited to submit their applications filling in the IOM Personal History Form and sending to [email protected] by 19 September 2022 the latest, referring to this advertisement in the subject line of your message.

Only shortlisted candidates will be contacted.

Posting period:

From 12.09.2022 to 19.09.2022