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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.

1. 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.

2. Competencies

Competencies are important in order for the employee and the organization to deliver desired results. They are relevant for all staff and are divided into the following two categories:

1.Professional competencies

These are skills, knowledge and experience that are important for effective performance.

Generic professional competencies for this position:

 Experience in working in a humanitarian/recovery context;

 University degree in related field such as social sciences, social work, political sciences, law, information systems management, client relations or related fields;

 Previous experience from working in complex and volatile contexts;

 Documented results related to the position’s responsibilities;

 A customer service client centered approach;

 Written and verbal fluency in English and Arabic.

Context related skills, knowledge and experience (shall be adapted to the specific position):

 Knowledge of the context in Libya desired;

 Experience with Call center management is an asset;

 Customer service experience.

2.Behavioral competencies

NRC’s Competency Framework states 12 behavioral competencies, and the following are essential for this position:

• Managing resources to optimize results;

• Planning and delivering results;

• Working with people;

• Analyzing;

• Communicating with impact and respect;

• Curious and committed to quality.

How To Apply

https://ekum.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1001/requisitions/job/2884/?keyword=Call+Center+Officer+Libya+Tripoli+%2528Nationals%2529

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