Senior Call Center Assistant

UNHCR

Algiers, Algeria
Fully remote
Call centre triage
Protection referrals
Client communication
The UNHCR is seeking a Senior Call Center Assistant to manage and enhance call center operations, providing support and information to refugees and stateless individuals in Algiers, Algeria. The role requires strong communication skills in Arabic, French, and English, along with relevant experience in client-facing environments. ###

Job Summary

  • The Senior Call Centre Assistant will ensure the effective functioning of the Call Centre through protection-sensitive triage, oversight of service quality, and close coordination with any partner/entities involved in call-handling.
  • The incumbent will provide counselling to individuals by telephone, as well as through the protection-dedicated functional e-mail box, and may conduct initial protection interviews.
  • The role involves providing multi-functional support to the Protection Section, ensuring business continuity through coordination, mailbox triage, scheduling, analytics, and quality assurance functions while maintaining direct front-line engagement with persons under UNHCR’s mandate.

Matching Summary

Match Score: 85

The UNHCR is seeking a Senior Call Center Assistant to manage and enhance call center operations, providing support and information to refugees and stateless individuals in Algiers, Algeria. The role requires strong communication skills in Arabic, French, and English, along with relevant experience in client-facing environments. ###

Skills & Requirements

Must-have

  • Call Centre Triage
  • Protection Referrals
  • Client Communication
  • Reporting and Analytics
  • Arabic, French, English proficiency

Nice-to-have

  • Cross-cultural communication skills
  • Client and Result Orientation
  • Commitment to Continuous Learning
  • Familiarity with ProGres v4

Key Requirements

  • High School Diploma with 2 years of relevant experience OR Bachelor's degree with 1 year of relevant experience
  • Minimum 2 years of professional experience
  • Knowledge of Arabic, French, English for call handling and written communication

Work Rights

Not specified

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