Call Center Technical Assistant (National)

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

Accounting for the particularities of the job location and context, the Technical Assistant will be responsible for:
- Represent NRC using excellent communication skills with beneficiaries, communities and stakeholders.
- Handling of calls in the call center from refugees and asylum seekers including responding to beneficiaries’ inquiries and providing detailed information,
- Referring callers to other partners and services,
- Collaborating and liaising with UNHCR call center colleagues to ensure quality of service provision
- Stays updated regarding internal procedures and guidelines.
- Undertakes day to day data collection and data entry related to the call center activities.
- Carry out related mainstreaming of protection in the call center activities as per the set NRC’s protection mainstreaming guidelines, including identification of cases for protection referrals.
- Ensure that all protection related detected cases are referred to the concerned referral focal point.
- Referring cases to the relevant teams/focal points and follow up.
- Report activities using call center data base, Kobo online activity reporting include trends, challenges and needs.
- Perform other related tasks that will be assigned by 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 Tigringyan/Amharic/Somali
- Knowledge of Arabic or French is an asset .

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

• Knowledge of refugee protection issues is considered a strong advantage;
• Knowledge of the context in Libya desired;
• Experience with Call center is an asset;
• Customer service experience.
  2. Behavioral competencies
• Managing resources to optimize results;
• Planning and delivering results;
•  Working with people;
• Analyzing;
• Communicating with impact and respect;
• Curious and committed to quality.

Contract Period: Until 03-Jun-2021 (with possibility of extension subject to performance and availability of funds)

Salary/benefits: According to NRC’s salary scale and terms and conditions

Duty Station: Tripoli , Libya