Старший/-a помічник/-ця кол-центру (Call Centre Senior Assistant G6 ) – Міжнародна організація з міграції (МОМ), Представництво в Україні

Open to Internal and External Candidates

Position Title: Call Centre Senior Assistant
Duty Station: Uzhhorod
Classification: General service staff, G6
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 and the Emergency and Stabilization Coordinator, and under the direct supervision of the Programme Coordinator (Partnerships and Programme Development), the Call Centre Senior Assistant will directly support the operations and management of the Call Centre.

Core Functions / Responsibilities: 

1. Support the Programme Coordinator (Partnerships and Programme Development) with coordination of work and supervision of the Call Centre Operators, including providing all necessary guidance and support to perform the duties in line with the Call Center’s ToR and SOP.
2. Monitor the call center system operation and ensure seamless and appropriate process of CRM; facilitate high quality of CRM process including translation, recording, referring, follow up and providing feedback to callers/ complainants; perform regular assessment on the CRM process and brainstorming to  upgrade the system.
3. Contribute to the development of documentation regarding the Call Centre, including Call Centre’s ToR, SOP, guidelines, reports etc.
4. Participate in the Call Center and AAP component in all internal and external coordination meetings and workshops.
5. Liaise and coordinate the requests with the respective support units involved in the CRM operation including ICT, Communications, Logistics, M&E, and other relevant personnel.
6. Coordinate outgoing calls requests from programmes and M&E, including any post-distribution monitoring (PDM) or other monitoring mechanisms.
7. Liaise and coordinate with all IOM Ukraine programming units to ensure all relevant information is available to the Call Centre, and referral pathways are developed, known and working, and complaints and feedback is addressed.
8. Monitor the Call Centre performance and productivity to ensure it responds to both, beneficiaries and mission requirements and needs.
9. Generate and produce weekly, monthly and bi-annual reports for the CRM using data visualization through power bi or any other platform that would serve the purpose.
10. Promote integrity, transparency, impartiality and confidentiality throughout the management of cases.
11. Support the Call Centre with calls when necessary.
12. Perform such other duties as may be assigned. 

Required Qualifications and Experience

Education 

• High school diploma or equivalent with at six years of relevant work experience;

or

• Bachelor’s Degree or equivalent in social work, administration, management or related field with at least four year of professional work experience

Experience 

• Experience in the management and coordination of online support services or hotlines.
• Experience in customer service, communications, leadership, or similar 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.
• Excellent knowledge of CRM systems and hotline related applications.
• 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.
• Positive, constructive attitude.
• Ability to work and act under pressure.
• Responds positively to critical feedback and differing points of view.

Languages 

Fluency in English and Ukrainian is required (oral and written). 

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.

Managerial Competencies – behavioural indicators 

• Leadership: provides a clear sense of direction, leads by example and demonstrates the ability to carry out the organization’s vision; assists others to realize and develop their potential.
• Empowering others & building trust: creates an atmosphere of trust and an enabling environment where staff can contribute their best and develop their potential.
• Strategic thinking and vision: works strategically to realize the Organization’s goals and communicates a clear strategic direction.

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 on IOM Personal History Form 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