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ORGANIZATIONAL CONTEXT AND SCOPE:
Established in 1951, IOM is the leading inter-governmental organization in the field of migration and works closely with governmental, intergovernmental, and non-governmental partners. IOM is dedicated to promoting humane and orderly migration for the benefit of all. It does so by providing services, advice and recommendations togovernments, migrants, and community.
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 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 Senior Program Coordinator, and in close coordination with relevant units, , the Call Center Supervisor will be responsible for the day-to-day running of the IOM Pakistan Call Center, including monitoring attendance, quality control, and staff training. The Call Center Supervisor will perform her/his duties with transparency and integrity , and will be responsible for implementation of the tasks as outlined in the following section:
Responsibilities and Accountabilities :
- Overseeing the work of Call Center Operators to ensure feedback, complaints and inquiries from beneficiaries are recorded and addressed in a timely manner.
- Reviewing urgent complaints and inquiries, including referring to relevant units when required, and providing technical guidance and oversight to Call Center Operators, as needed.
- Coordinating with relevant units for required input to consolidate tools, FAQs, and appropriate operational adjustments.
- Ensuring that data is systematically and accurately collected by Call Center Operators in a confidential manner and entered in relevant tools (database and/or information management (IM) systems to facilitate monitoring and reporting.
- Preparing regular reports on the Call Center work, capturing trends and issues, and provide analysis and recommendations.
- Acting as a Team Leader for Call Center Operators, monitoring work performance, conducting weekly and ad hoc meetings, ensuring staff attendance monitoring, as well as coordinated and inclusive work planning. .
- Participating in the design and improvement of relevant tools and mechanisms as well as periodic review and update of SOPs.
- Contributing to continuous strengthening of the capacity of Call Center Operators by identifying gaps, planning, and providing on-the-job coaching, mentoring, technical guidance, and training sessions.
- Monitor the exchange server of Call Center.
- Perform such other duties as required.
REQUIRED QUALIFICATIONS AND EXPERIENCE:
Education :
- Bachelors or Equivalent or Higher degree in development studies, political sciences, social sciences, gender studies, law, human rights or other relevant field from an accredited academic institution with 4 years of relevant professional experience.
- High School Degree/Certificate in the above relevant fields with 6 years of experience.
Experience :
- Experience working on protection, AAP and other relevant topics, including working in direct contact and communicating with beneficiaries.
- Strong experience in supervising communication with beneficiaries in protracted displacement context.; experience in managing call center an advantage
- Good experience in staff management.
- 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 (MS Word, Power Point) and proficiency in Excel.
- Knowledge of the Afghanistan crisis in Pakistan and understanding of issues related to 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; and,
- Knowledge of UN and bilateral donor programming.
- Knowledge of financial rules and regulations.
- Knowledge of International Public Sector Accounting Standards (IPSAS)
LANGUAGES:
Required :
- Fluency in English and Urdu (oral and written).
Desirable :
Working knowledge of Pashtu, Dari or any other local language/s.
IOM provides equal opportunity to all qualified female and Male
