Contact Centre Associate (Client Support)

21012101

Staff in the General Service category are recruited locally from the Primary Location area, which is where the office is located.

• FAO is committed to achieving workforce diversity in terms of gender, nationality, background and culture
• Qualified female applicants, qualified nationals of non-and under-represented Members and persons with disabilities are encouraged to apply
• Everyone who works for FAO is required to adhere to the highest standards of integrity and professional conduct, and to uphold FAO's values
• FAO, as a Specialized Agency of the United Nations, has a zero-tolerance policy for conduct that is incompatible with its status, objectives and mandate, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination　　
• All selected candidates will undergo rigorous reference and background checks
• All applications will be treated with the strictest confidentiality
• FAO staff are subject to the authority of the Director-General, who may assign them to any of the activities or offices of the Organization.

The Food and Agriculture Organization of the United Nations (FAO) contributes to the achievement of the 2030 Agenda through the FAO Strategic Framework by supporting the transformation to MORE efficient, inclusive, resilient and sustainable agrifood systems, for better production, better nutrition, a better environment, and a better life, leaving no one behind.

Organizational Setting

The Shared Services Centre (SSC) recommends and administers process management and procedures that need to be executed effectively; ensures the management of quality assurance activities associated with the transactional processes and implementation of service delivery; continuously improves the satisfaction of its customers, internal or external, while pursuing a continuous improvement agenda that will drive up service excellence while driving down the costs of service delivery through process standardization, process automation and self-service capabilities.

This position is located in the Contact Centre of the FAO Shared Services Centre and based in Budapest, Hungary.

Main Purpose

The Contact Centre Associate leads and coordinates activities of the Regional Shared Services Centre Hub. S/he ensures the smooth flow of work and information by setting priorities and organizing the day-to-day work. The job role requires in-depth knowledge and interpretation of office policies, procedures and practices. The incumbent provides procedural guidance to managers and staff across the Organization.

Supervision Received/Exercised

The Contact Centre Associate (Client Support) reports to a National Professional Officer (SSC).
Work is performed autonomously, showing a high degree of initiative and independent judgment. Supervision received is focused on facilitating service delivery. The incumbent effectively organizes and supervises other office support staff and provides relevant guidance and training.

Working Relationships

The incumbent maintains a wide range of contacts with managers, staff and counterparts both within and outside the Organization. Work relations may be at all organizational levels, requiring very good communication skills and experience in handling of issues.

Key Functions/Results

• Coordinate the second level and super-user support by distributing and tracking the resolution of client enquiries and technical issues across multiple disciplines;
• Investigate and analyse complex cases and draft replies with documented evidence and provide guidance to the relevant Contact Centre team;
• Perform super user system duties in close collaboration with business process owners;
• Coach junior level General Service staff assigned to the Contact Centre providing training on all aspects of support, preparing materials to maintain the knowledge base;
• Monitor performance to ensure effective client partnerships and joint accountability for process outcomes;
• Carry out periodic Service Level Agreements (SLAs) performance reviews with clients;
• Analyse data and system issues in the context of user's enquiries, propose adjustments as appropriate, and participate in system changes testing;
• Analyse queries and coordinate the preparation of guidelines and documentation for users;
• Advise FAO personnel, transaction initiators and approvers in processing Procure to Pay, Finance, Travel and HR transactions in the FAO Global Resource Management System (ORACLE) and advise on FAO rules and procedures;
• Participate in capacity building activities related to refresh users on administrative systems and procedures;
• Coordinate the monitoring of incoming queries through a tracking system and phone within the established service;
• Participate in the preparation of activity reports as required;
• Perform other duties as required.

Impact of Work

The incumbent's work impacts directly on the smooth and efficient operations of the Contact Centre in the Global SSC. S/he plays a lead role in the coordination and provision of the office support services for the successful achievement of the SSC mandate.

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CANDIDATES WILL BE ASSESSED AGAINST THE FOLLOWING

Minimum Requirements

Education: Secondary School Education.
Experience: Five years of relevant experience in administrative support work, including HR and/or Travel and Finance.
Languages: Working knowledge (proficient - level C) of English and limited knowledge (intermediate - level B) of another FAO official language.
IT Skills: Very good knowledge of the MS Office applications, Internet and office technology equipment.

Residency: General Service Staff are recruited locally. To be eligible for this position, candidates must be nationals of the country of the duty station or possess an existing visa/work permit, and reside within commuting distance of the duty station at the time of the application. "Commuting distance" means the distance within which staff members can travel daily between their place of work and their residence.

Competencies

Results Focus
Teamwork
Communication
Building Effective Relationships
Knowledge Sharing and Continuous Improvement

Technical Skills

• Very good knowledge of computerized financial/travel/human resources systems and administrative procedures and policies.
• Experience in drafting instructions.

Desirable Qualifications And Skills

Work experience in more than one area of work.
Working knowledge (proficient - level C) of a second FAO language (Arabic, Chinese, French, Russian or Spanish).
Good knowledge of FAO organizational structure.

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