Senior Call Centre Associate

Job Description

Applications are welcome from internal and external candidates. For all IOM vacancies, applications from qualified and eligible first-tier candidates are considered before those of qualified and eligible second-tier candidates in the selection process. For the purpose of this vacancy, internal candidates are considered first-tier candidates.

Organizational Context and scope :

Established in 1951, IOM is a leading inter-governmental organization providing services to governments and migrants in the field of migration. With its 173 member States and offices in more than 100 countries, IOM is dedicated to promoting humane and orderly migration for the benefit of all.

Over the years, IOM has expanded and affirmed its role as the leading Organization assisting the Government of Pakistan to ensure humane and orderly movement of people by devising practical solutions to shifting dynamics of migration, protecting, assisting and supporting vulnerable migrant populations, promoting international cooperation on migration issues and serving as a key source of advice on migration policy, research, data and practice.

In line with national priorities, IOM is implementing a variety of interventions to address gaps in humanitarian-development peace nexus and respond to the needs of the most vulnerable population. To further strengthen and streamline its management processes aiming to strengthen accountability to affected populations in Pakistan, IOM Pakistan has a dedicated Call Center as a formal channel between affected communities and IOM through which complaints and feedback are registered and resolved, and responses are provided in a timely, confidential, and safe manner.

Under the overall supervision of the Chief of Mission, the direct supervision of the PSEA Coordinator, and in close coordination with relevant units, the Senior Call Center Associate will be responsible for supporting the day-to-day running of the IOM Pakistan Call Center, including monitoring attendance, quality control, and staff training activities. The Senior Call Center Associate will perform her/his duties with transparency and integrity, and will support the implementation activities outlined in the following section:
 

Responsibilities

Responsibilities and Accountabilities:

• Coordinate the work of Call Center Assistants to monitor that feedback, complaints and inquiries from beneficiaries are recorded and addressed in a timely manner.
•  Review urgent complaints and inquiries, including referring to relevant units when required, and providing technical support to Call Center Assistants, as needed.
• Escalate urgent and sensitive complaints to the PSEAH Project Coordinator and relevant Protection focal points in line with internal SOPs.
• Adhere to relevant IOM Policies to facilitate timely referral of sensitive complaints, including the organizational Code of Conduct, PSEA, Child Safeguarding, and Misconduct Complaints, among others.
•   Support the operationalization of the IOM AAP Framework, in coordination with the AAP Officer, in compliance with IOM and global standards.
•   Support IOM Pakistan’s AAP, PSEAH, and Programme teams in maintaining and improving the national CFM for PSEA/humanitarian misconduct by contributing expertise and lessons learnt.
•   Participate in bi-monthly internal AAP-PSEAH Working Group meetings and ad hoc AAAP HQ meetings to contribute to the achievement of work plan goals and promote adherence to the IOM Framework.
• Coordinate bi-monthly with relevant units to collect inputs for the consolidation of tools, FAQs, and appropriate operational adjustments.
• Monitor that the data is systematically and accurately collected by Call Center Assistants in a confidential manner and entered in relevant tools (database and/or information management (IM) systems) to facilitate effective monitoring and reporting.
•   Prepare regular reports on the Call Center work, capturing trends and issues, and provide analysis and recommendations.
•  Serve as Team Leader for Call Center Assistants by monitoring work performance, conducting weekly and ad hoc meetings, tracking attendance, and facilitating coordinated and inclusive work planning.
•   Support the improvement of relevant tools and mechanisms and assist in the periodic review and update of SOPs.
•  Contribute to the continuous strengthening of Call Center Assistants’ capacity by identifying gaps, planning, and providing on-the-job guidance, and training sessions.
•  Monitor the Call Center’s exchange server to support smooth operations.
•  Collaborate with management on PSEAH and Call Centre staff hiring, training, and performance evaluations.
• Maintain up-to-date knowledge of current political and migration dynamics in the country to help keep the Call Centre staff regularly updated to give appropriate and timely feedback.
•   Promote compliance with data protection policies, the AAP Framework, PSEA, and misconduct regulations, and best practices.
•  Perform such other duties as required
  
   

Qualifications

Required Qualifications and Experience

Education :

•   Bachelor’s degree in development studies, political sciences, social sciences, gender studies, law, human rights or other relevant field from an accredited academic institution with five years of relevant professional experience.
•  High School diploma with seven years of experience.

Experience :

•  Experience working on protection, AAP and related topics, including working in direct contact and communicating with beneficiaries.
  Proven experience supervising beneficiary communications in protracted displacement context; experience in managing call center is an advantage.
• Demonstrated experience supervising and coordinating staff.
•  Understanding of critical issues around data protection principles and knowledge of safe, confidential, and ethical data collection, processing and analysis.
•  Advanced computer skills and literacy, including MS Word, Power Point, and proficiency in Excel.
•   Knowledge of the Afghanistan crisis in Pakistan and understanding of issues affecting Afghan migrants and host communities in Pakistan.

Skills :

•   In depth knowledge of the broad range of migration related subject areas dealt with by the Organization.
   Familiarity with UN and bilateral donor programming frameworks.
   Knowledge of f inancial rules and regulations related to relevant project implementation.
•  Understanding of International Public Sector Accounting Standards ( IPSAS)

Languages :

Required :

• Fluency in English is required (oral and written).

Desirable :

• Working knowledge of Urdu, Pashtu, Dari or any other local language/s

Competencies :

Values : All IOM staff members must abide by and demonstrate these five values:

Inclusion and respect for diversity: Respects and promotes individual and cultural differences. Encourages diversity and inclusion.

Integrity and transparency: Maintains high ethical standards and acts in a manner consistent with organizational principles/rules and standards of conduct.

Professionalism : Demonstrates ability to work in a composed, competent and committed manner and exercises careful judgment in meeting day-to-day challenges.

Courage : Demonstrates willingness to take a stand on issues of importance.

Empathy : Shows compassion for others, makes people feel safe, respected and fairly treated.

Core Competencies - Behavioural indicators – Level 2

Teamwork: Develops and promotes effective collaboration within and across units to achieve shared goals and optimize results.
Delivering results: Produces and delivers quality results in a service-oriented and timely manner. Is action oriented and committed to achieving agreed outcomes.
Managing and sharing knowledge: Continuously seeks to learn, share knowledge and innovate.
Accountability: Takes ownership for achieving the Organization’s priorities and assumes responsibility for own actions and delegated work.
Communication: Encourages and contributes to clear and open communication. Explains complex matters in an informative, inspiring and motivational way.

Managerial Competencies – Behavioural indicators (Level 2)
Leadership: Provides a clear sense of direction, leads by example and demonstrates the ability to carry out the Organization’s vision. Assists others to realize and develop their leadership and professional potential.
Empowering others: Creates an enabling environment where staff can contribute their best and develop their potential.
Building Trust: Promotes shared values and creates an atmosphere of trust and honesty.
Strategic thinking and vision: Works strategically to realize the Organization’s goals and communicates a clear strategic direction.
Humility: Leads with humility and shows openness to acknowledging own shortcomings.

Any offer made to the candidate in relation to this vacancy notice is subject to funding confirmation.

Appointment will be subject to certification that the candidate is medically fit for appointment and verification of residency, visa and authorizations by the concerned Government, where applicable.
For further information and other job postings, you are welcome to visit our website: IOM Careers and Job Vacancies
 

Required Skills

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