المشاهدات 139

وظيفة شاغرة

Call Center Officer – Tripoli - Norwegian Refugee Council


Background

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.

Roles and Responsibilities

Generic 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.

Specific responsibilities

– Line manage a small team of Call center Technical Assistants and ensure timely, accurate response to contacts.
– 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:

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;
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.

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

How To Apply

https://23109900.webcruiter.no/Main/Recruit/Public/4257930366?link_source_id=0

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