Старший/а Асистент/ка Кол Центру / Call Centre Senior Assistant (Cash Based Interventions (CBI)) – Міжнародна організація з міграції (МОМ), Представництво в Україні

Open to Internal and External Candidates

Position Title: Call Centre Senior Assistant (Cash Based Interventions (CBI))
Duty Station: Dnipro, Ukraine
Classification: General Service Staff, Grade G6 
Type of Appointment: Special Short-Term, Five months with the  possibility of extension 
Estimated Start Date: As soon as possible
Closing Date: 14 January 2024 

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 Monitoring and Evaluation Officer, and direct supervision of the Senior Project Specialist (Accountability to Affected Populations)(AAP), the Call Center Senior Assistant (CBI) will directly support the IOM CFM system, reply to inquiries and record complaints related to IOM’s Cash-Based Interventions (CBI) Program.

Core Functions / Responsibilities:

1. Support the AAP Specialist with the coordination of work and supervision of the Call Center Operators (CBI), including providing all necessary guidance and support to perform the duties in line with the complaint and feedback mechanism (SOP).
2. Monitor the CFM system operations and ensure seamless and appropriate process of CRM; facilaite high quality of CRM proceses, including translation recording, referring, follow up and providing feedbac to complainants. Perform regular assessment on the CRM process and brainstorming to update the system.
3. Contribute to the development and documentation regarding the CFM, including CFM SOPs, guidelines and reports.
4. Participate in CFM and AAP component in all internal and external coordination meetings and workshops, as needed.
5. Liasie and coordinate the requests with the respective support units invovled in the CFM operations, including M&E, ICT, logistics or other relevant personel.
6. Coordinate outgoing call requests from programmes, including for the implementation of monitoring activities for CBI.
7. Liasie and coordinate with IOM’s CBI Program Unit to ensure all relevant information is available to the CFM team, referral patwahys are developed, know and working, and complaints and feedback are addressed.
8. Generate and produce monthly reports for the CFM using data visualization through various platforms that would serve the purpose.
9. Coordinate and conduct monitoring visits to CBI registration points as needed.
10. Promote integrity, transparency, impartiality and confidentiality throughout the management of cases.
11. Support the CFM team in receiving, referring and addressing cases as necessary.
12. Perform such other duties as may be assigned.

Required Qualifications and Experience

Education

• School diploma with six years of relevant experience; or,
• Bachelor’s degree in Engineering, International Relations, Development Studies, Human Rights, Law or related fields from an accredited academic institution with four years of relevant professional experience.

Experience

• Experience in working in the management of CFMs or communication with communities with international humanitarian organizations, non-government or government institutions/organization in a multi-cultural setting is an advantage
• Experience in working with migrants, refugees, internally displaced persons, victims of trafficking and other vulnerable groups; and,
• Prior work experience with international humanitarian organizations, non-government or government institutions/organization in a multi-cultural setting is an advantage.

Skills

• Proficient in Microsoft Office applications e.g. Word, Excel, PowerPoint, E-mail, Outlook;
• Knowledge of and ability to apply AAP and protection principles
• In depth knowledge of the broad range of migration related subject areas dealt with by the Organization.

Languages

Required

For all applicants, fluency in Ukrainian and English is required (oral and written).

Desirable

Working knowledge of Russian or other languages is an advantage.

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.
• 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.
• Courage: Demonstrates willingness to take a stand on issues of importance.
• Empathy: Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies – behavioural Level 2

• 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 actions 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 Level 2

• 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.
• Building Trust: Promotes shared values and creates an atmosphere of trust and honesty. 
• Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction. 
• Humility: Leads with humility and shows openness to acknowledging own shortcomings.

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 14 January 2024 the latest, referring to this advertisement in the subject line of your message.

Only shortlisted candidates will be contacted.

Posting period:

From 04.01.2024 to 14.01.2024