Call Centre Supervisor (Roster)

Sudan is in the grip of a humanitarian crisis fueled by years of economic sanctions, chronic underdevelopment, conflict and natural disasters. The country has seen an overall increase in the number of people in need of humanitarian assistance from 5.4 million people in 2015 to 9.3 million in 2020. Nearly 2 million people remain internally displaced, following decades of conflict. The majority are living in camps and settlements where conditions remain dire, and the root causes that led to their displacement remain unaddressed. Further, the country hosts more than a million refugees, providing safety and services, with host communities sharing their meagre resources. Some 6.2 million people are in need of emergency food assistance, and more than 2.7 million children suffer from acute malnutrition. Disease outbreaks, malnutrition, food insecurity, and climatic shocks, continue to affect the lives of Sudanese people. With fewer resources, people adopt negative coping mechanisms, exposing them to more protection risks—particularly gender-based violence and increasing school dropout and child labor.

UNOPS is seeking a national Supervisor to be responsible for the day-to-day running of the Salaam Sudan Call center, including monitoring attendance, quality control, staff training. The outcome of this position is to further strengthen and streamline Salaam Sudan’s management processes as part of its overall objective to strengthen accountability to affected populations in Sudan. With this in mind, the Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards:  

• Support the design and implementation of quality assurance standard operating procedures, including monitoring call handling performance and data entry against indictors, designing performance improvement/capacity building training programmes, and designing user satisfaction;
• Support in the design of key performance indicators (KPI) for operators (eg time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day);
• Support in the hiring of new operators, and other personnel as required;
• Ensure Salaam Sudan Call Center personnel act professionally, abide by the code of conduct, respect the affected populations, and understand the need for confidentiality;
• Design training sessions for new staff and ongoing capacity building sessions for operators to maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. The Supervisor will engage with positive learning practices and strategies to build a positive learning environment and maintain team morale;
• Management of staff – including designing systems to monitor and approve leave, monitoring and managing performance against indictors, managing the daily operator schedule (including shifts and the balance of inbound and outbound calls), managing office keys, managing surge capacity and the extension of operating hours, ensuring a work environment that is positive; ensuring staff follow strict data protection and confidentiality principles;
• Hold regular meetings, ensuring minutes are uploaded to the shared drive;
• Design daily, weekly, monthly responsibility matrix, with assigned alternatives;
• Support in the development, implementation, and updating of standard operating procedures for every aspect of the daily call centre operations;
• Support in the development of operator scripts, IVR messaging, and the design of telephone routing systems to ensure that callers are quickly able to obtain the information they require;
•   Ensure information management systems are up-to-date and relevant with timely information
• Check and respond to out-of-hours messages, follow up on attempts to connect to the Salaam Sudan Call Center during out-of-office hours;
• Liaise with IT support services to rapidly resolve technical issues;
• Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations;
• Establish and maintain effective relationships with stakeholders. Support and act where required as the accountability focal point between partners and the Salaam Sudan Call Centre and ensure information flows in accordance with established information management and reporting standards and procedures;
• Represent the Salaam Sudan Call Centre at meetings upon request, including but not limited to cluster-level meetings. Design and deliver cluster-specific, and other tailored presentations as required;
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities. Ensure this information is shared with the team in a time sensitive manner;
• Handle calls when required. Handle calls that on occasions can be distressful, ensuring that such calls are treated with the degree of empathy and understanding commensurate with the sensitivity of the call and the vulnerability of the caller;
• Support visibility efforts to raise awareness of the Salaam Sudan Call Center among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities;
• If required, conduct daily and weekly analysis of call log, referring cases and tracking cases referred to partners and their level of feedback as it comes in. Document this feedback from partners in a systematic way to facilitate analysis and reporting of impact, closing the loop on complaints, and support the overall accountability of humanitarian actors to the affected population;
• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times;
• Ensure data protection and data entry is accurate;
• Guarantee that all information collected is confidential at all levels;
• Build and foster a pleasant and effective working environment;
• Attend briefings, meetings, and trainings called by supervisor;
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities;
• Perform other duties as required by his-her supervisor

• Bachelor in political science, international relations, journalism, management, communication,  business administration or other related field
• At least three years of work experience in call center and/or customer service in a supervisory role is required;
• A secondary education in combination with a total of 7 years of relevant work experience may be accepted in lieu of the education requirements outlined above;
• Advanced experience in usage of computers and Google suite/Office software packages  is required and experience in handling of web based management systems;
• Advance knowledge of automated procurement systems, and experience in handling of web based management systems is desirable;
• Knowledge and proven experience in application of protection principles is an asset;
• Strong background in managing teams, fostering a positive work environment is desirable;
• Strong background in data collection, analysis and presentation of data;
• Knowledge of Accountability to Affected Populations and Communicating with Communities is desirable
• Experience working in the humanitarian sector is desirable;
• Availability to work in shifts, including night shifts and weekends.
• Fluency in English and Arabic is required.

Contract type: ICA
Contract level: Local ICA Support 7
Contract duration: Ongoing ICA – ‘Open-ended, subject to organizational requirements, availability of funds and satisfactory performance.’

• Please note that the closing date is midnight Copenhagen time
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
• Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
• For retainer contracts, you must complete a few Mandatory Courses (around 4 hours) in your own time, before providing services to UNOPS.
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.

Sudan

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.