The Norwegian Refugee Council is an international, independent, humanitarian, nongovernmental organization that provides assistance to refugees’ and internally displaced people in many countries worldwide including Libya. As a part of its assistance, NRC provides information, counselling and legal assistance (ICLA) services to empower beneficiaries and support them to claim and exercise their rights. NRC beneficiaries include: Refugees, internally displaced people, and members of host community. NRC’s ICLA program seeks to establish and implement information management systems that will enable improvement of internal management, program/project performance and evidence based decision making. Within this context, the Information Management Officer will implement and support information management systems to support Core Competency project implementation. Generic responsibilities : Specific responsibilities – Line manage a small team of Call center Technical Assistants and ensure timely, accurate response to contacts. We are seeking a motivated humanitarian professional to join our team. A university graduate in social sciences, social work, political sciences, law, information systems management, client relations or related fields;., with experience in working in a humanitarian/recovery context; Contract Period: until 31 December 2020 Salary/benefits: According to NRC’s salary scale and terms and conditions Duty Station: Tripoli, Libya For full position details please click on Job Description https://23109900.webcruiter.no/Main/Recruit/Public/4257930366?link_source_id=0Background
Roles and Responsibilities
– Ensure adherence with NRC policies, tools, handbooks and guidelines.
– Implement delegated Core Competency project portfolio according to plan of action.
– Prepare and develop status reports as required by management.
– Ensure proper filing of documents.
– Ensure that projects target beneficiaries most in need, and explore and asses new and better ways to assist.
– Promote and share ideas for technical improvement.
– Actively promote PSEA (Prevention of Sexual Exploitation and Abuse) standards & principles within NRC and amongst beneficiaries served by NRC.
– Manage data analysis and information presentation related to contacts to the call center and produce quarterly reports
– Reporting on most requested topics; on total number of referrals; and on total number of referred cases followed up.
– Liaise with other actors and UNHCR to ensure referral pathway is up to date and follow up on matters referred;
– Monitoring of the Call Center Staff performance: through daily reports on total number of inbound/ outbound calls; distribution of calls by; average length of calls; number of abandoned calls (by PoC).
– Run weekly quality checks for incoming and outgoing calls to call center to address any gaps
– Identifying and addressing issues related to programme FAQs then Follow up to ensure program FAQs are relevant and up-to-date.
– Provide occasional support to M&E data collection exercises
– On needs basis, provide assistance to line manager in Client satisfaction surveys.
– Other tasks requested from the line manager.Our Ideal Candidate:
Someone good in dealing with different people in a good manner. Should have excellent verbal communication skills in (English and Arabic), great customer service skills also are a must.How To Apply
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