Senior Call Centre Assistant

 

Established in December 1950, UNHCR is a global organization dedicated to saving lives, protecting rights and building a better future for asylum seekers, refugees, returnees, internally displaced communities and stateless people. Every year, millions of men, women and children are forced to flee their homes to escape conflict and persecution. UNHCR currently operates in over 130 countries, using its long expertise to protect and care for millions.

 

1. General Background 

 

The Office of the High Commissioner for Refugees (UNHCR) was established in 1950 by the United Nations General Assembly. The agency is mandated to provide protection, assistance and seek durable solutions for refugees and stateless persons. UNHCR has also been involved under certain circumstances in enhancing protection and providing humanitarian assistance to internally displaced persons. 

 

The G5 Senior Call Centre Assistant will ensure that Call Centre functions are carried out effectively, producing as necessary daily, weekly, and monthly reports on the implementation of the Call Centre activities, ensuring the team is fully up to date on available services and assistance, scheduling appointments, providing general information to persons of concern on assistance and services available, answering questions of persons of concern on the status of their cases, and referring cases with protection emergencies to the relevant staff member/unit. S/he may also assist occasionally in face-to-face counselling with refugees at the UNHCR Office or partner premises. 

 

The Senior Call Centre Assistant will report to the Associate Refugee Status Determination (RSD) Officer. The incumbent will provide counselling to individuals by telephone, as well as through the protection-dedicated functional e-mail box. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview and ensuring referrals across the protection teams.

 

The incumbent is additionally responsible for providing support to RSD case processing, enabling triage and scheduling, as well as preparing complete files for RSD examination. S/he provides 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. 

 

2. Purpose and Scope of Assignment 

 

All UNHCR staff are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.    

 

• ’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, should this become needed in accordance with UNHCR Algeria planning.

• Receive and handle inbound calls courteously and professionally. 

• Manage the Protection functional e-mailbox. 

• Respond to telephone calls and e-mail correspondence in a kind, helpful, and professional manner. Perform triage, answer and respond immediately to emergency calls, identify protection emergencies, and trigger referrals to relevant colleagues/units.

• Remain abreast of all information and updates on assistance and services to refugees. Provide basic, face-to-face counselling, and duly disseminate information at the UNHCR Office or partner office premises in Algiers.

• Conduct protection-sensitive triage using established thresholds; identify cases requiring urgent action; ensure appropriate and immediate referrals to relevant protection colleagues, in line with the operation’s strategic direction and integrity safeguards.

• Refer to protection colleagues for assistance, as needed, and liaise with relevant sections and units to receive updates and responses to enquiries, ensuring information being provided by the Call Centre is accurate and up to date.

• Support the transition toward simplified RSD modalities and contribute to strengthening information and referral systems (Help platform, WhatsApp channels, AAP/CwC tools) by ensuring accurate frontline communication and timely flagging of systemic issues

• Compile and report on trends emerging from the Call Centre – including concerns, frustrations, and information coming from refugees. Generate regular (weekly, monthly, yearly) reports as required on the number of calls and emails received, average waiting time, number of referrals made, etc. 

• Coordinate with Registration/Identity Management colleagues to ensure alignment between call‑centre triage, appointment scheduling and identity integrity protocols, contributing to safe and orderly access to the office.

• Follow up on enquiries as appropriate to ensure that responses are timely and of quality. 

• Liaise closely with colleagues and participate in community meetings to ensure the most effective operation of the Call Centre.

• Plan and coordinate the scheduling for RSD interviews and related appointments; contact and issue appointment notifications to Persons of Concern and confirm availability; reschedule as needed. Initiate communication to collect information, participate in emerging exercises, etc.

• Use UNHCR tools to triage and prioritize cases for RSD examination in accordance with the operation’s strategic direction and protection thresholds. 

• Prepare complete files for RSD examination; file management. 

• Provide multi-functional support to the Protection Section and particularly RSD Unit, including through contributing to notifying decisions, receiving appeals and assisting with writing these for persons who cannot write, assume certain functions in the registration and RSD procedures for suitable cases.  

• Contribute to identifying systemic issues emerging from front-door interactions and alert supervisors for continuous improvement.

• Ensure adherence to data protection, confidentiality, and integrity safeguards, particularly in the context of asylum system transition and expanded triage functions

• Perform other related duties as required.

 

3. Monitoring and Progress Controls

 

• Call Centre responsiveness: Number of calls received and answered. Percentage of calls answered; average waiting and handling time; abandonment rate.

• Protection mailbox service levels: Number of emails received and answered. Percentage responded. Timeliness.

• RSD Scheduling accuracy and timeliness: % of “No shows”; rates of reaching persons for appointments. Timeliness of appointment notification. 

• Referral management: Number and Percentage of emergency/priority referrals actioned within timeframe; completeness of referral information.

• Data quality and record-keeping in KOBO tools: completeness and accuracy of communications entered in ProGres; compliance with data protection protocols.

• Reporting & insights: timely submission of weekly/monthly stats with trend analysis and actionable recommendations.

• Quality assurance: results of spot-checks on call handling, standardized replies, and adherence to SOPs.

• Contribution to process improvement: SOPs implemented and updated. Capacity building of colleagues to assist with Call Centre responsibilities. Implemented improvements and their impact. 

• Accuracy of triage and protection-sensitive referrals, in line with established protection thresholds.

• Quality and integrity of data captured in ProGres, KOBO and linked communication systems.

• If needed, effective collaboration with partners in call-handling, including timely escalation and resolution of protection concerns.

    

4. Qualifications and Experience

 

a. Education 

     

For LICA-5: High School Diploma with 2 years of relevant experience; or bachelor’s degree with 1 year of relevant experience.

 

b. Work Experience 

 

• Essential: Minimum 2 years of professional experience, preferably in client-facing/contact centre, protection hotline, case management, or administrative coordination. Ability to work with people from diverse cultural backgrounds.

• Desirable: Prior UNHCR/UN experience is an advantage. Completion of UNHCR’s related learning activities is an advantage. Familiarity with ProGres v4, protection case workflows. data reporting, use of Excel/SharePoint/Power BI.    

 

c. Key Competencies 

 

      Required: 

 

• Knowledge of Arabic, French, English for call handling and written communication in Algeria.

• IT-Computer Literacy

• CO-Drafting, Documentation, 

• CO-Cross-cultural communication. 

• Client & Result Orientation. 

• Communication; Teamwork & Collaboration. 

• Accountability. 

• Organizational Awareness; 

• Commitment to Continuous Learning.

• Cross-functional: Planning & Organizing; Analytical Thinking. 

 

Desired:

 

• DM-Data interpretation, reporting and presentation

5. Additional information:

 

Candidates profiles will be assessed against the position requirements. Only shortlisted candidates will be contacted for interviews. 

 

The UNHCR workforce consists of many diverse nationalities, cultures, languages and opinions. UNHCR seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. Applications are encouraged from all qualified candidates without distinction on grounds of race, colour, sex, national origin, age, religion, disability, sexual orientation and gender identity.

 

UNHCR does not charge a fee at any stage of its recruitment process (application, interview, meeting, travelling, processing or training).