Senior Call Center Assistant

Unhcr

Algiers, Algeria
**
Call handling and written communication
Protection-sensitive triage
Data protection and confidentiality
** The UNHCR is seeking a Senior Call Center Assistant for its Algiers office, responsible for managing call center operations, providing assistance to refugees, and ensuring effective communication. The ideal candidate will have experience in client-facing roles, particularly in protection or case management, and possess strong communication skills in Arabic, French, and English. **

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 role involves providing counselling to individuals by telephone, managing the Protection functional e-mailbox, conducting initial protection interviews, and drafting comments and documents about the interview.
  • Key responsibilities include supporting RSD case processing, enabling triage and scheduling, preparing complete files for RSD examination, and providing multi-functional support to the Protection Section.

Matching Summary

Match Score: 75

** The UNHCR is seeking a Senior Call Center Assistant for its Algiers office, responsible for managing call center operations, providing assistance to refugees, and ensuring effective communication. The ideal candidate will have experience in client-facing roles, particularly in protection or case management, and possess strong communication skills in Arabic, French, and English. **

Skills & Requirements

Must-have

  • Call handling and written communication
  • Protection-sensitive triage
  • Data protection and confidentiality
  • Reporting on call center trends
  • Coordination with registration/identity management

Nice-to-have

  • Client and result orientation
  • Cross-cultural communication
  • Commitment to continuous learning
  • Familiarity with ProGres v4

Key Requirements

  • High School Diploma with 2 years of relevant experience
  • Bachelor's degree with 1 year of relevant experience
  • Minimum 2 years of professional experience
  • Knowledge of Arabic, French, English

Work Rights

Not specified

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