Overview
The Senior Call Centre Assistant ensures effective Call Centre operations by providing information, scheduling appointments, and referring cases with protection emergencies to relevant staff. The role involves telephone and email counselling, initial protection interviews, and supporting RSD case processing.
Key Responsibilities
- Ensure effective functioning of the Call Centre through protection-sensitive triage and oversight of service quality.
- Receive and handle inbound calls courteously and professionally.
- Manage the Protection functional e-mailbox.
- Respond to telephone calls and e-mail correspondence.
- Perform triage, answer emergency calls, identify protection emergencies, and trigger referrals.
- Remain abreast of information and updates on assistance and services to refugees.
- Provide basic, face-to-face counselling and disseminate information.
- Conduct protection-sensitive triage using established thresholds.
- Refer to protection colleagues for assistance and liaise with relevant sections.
- Support the transition toward simplified RSD modalities and contribute to strengthening information and referral systems.
- Compile and report on trends emerging from the Call Centre.
- Coordinate with Registration/Identity Management colleagues.
- Follow up on enquiries to ensure timely and quality responses.
- Liaise closely with colleagues and participate in community meetings.
- Plan and coordinate the scheduling for RSD interviews and related appointments.
- Use UNHCR tools to triage and prioritize cases for RSD examination.
- Prepare complete files for RSD examination; file management.
- Provide multi-functional support to the Protection Section and RSD Unit.
- Contribute to identifying systemic issues emerging from front-door interactions.
- Ensure adherence to data protection, confidentiality, and integrity safeguards.
- Perform other related duties as required.
Required Experience
- Minimum 2 years of professional experience, preferably in client-facing/contact centre, protection hotline, case management, or administrative coordination.
- Ability to work with people from diverse cultural backgrounds.
- Prior UNHCR/UN experience is an advantage.
- Completion of UNHCR’s related learning activities is an advantage.
- Familiarity with ProGres v4, protection case workflows, data reporting, use of Excel/SharePoint/Power BI.
Qualifications
• High School Diploma with 2 years of relevant experience; or bachelor’s degree with 1 year of relevant experience.
