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• Ensure services are delivered to RSCE clients in line with agreed
  controls and procedures, Service Level Agreements (SLA) and Key
  Performance Indicators (KPIs);
• In close collaboration with the Knowledge Management and Client
  Relationship Unit, Strategic Planning Unit and the Chief Human Resources
  Officer, contribute to the planning and implementation of the knowledge
  management strategy of the Centre as relates to the Client Services
  Pillar;
• Initiate and support continuous improvement opportunities (both
  system and procedural);
• Ensure availability of information on the key performance indicators
  of the Client Service Pillar, for action by the Analysis and Reporting
  Team;
• Manage the call centre and ensure the development and management of
  the call centre scripts as well as related process documentation and
  system enhancements;
• Support the establishment of the RSCE hub-and-spoke model with
  client missions, working closely with mission counterparts to ensure the
  Client Support Units are operational;
• Ensure the development, implementation and monitoring of the support
  mechanisms and enabling technologies in close coordination with Regional
  Information and Communications Technology Service (RICTS);
• Work closely with the Knowledge Management Officer in the Shared
  Services Pillar to ensure communication is effectively delivered and
  concerns are being addressed appropriately.

• Support recruitment, staffing, and on-boarding processes as
  appropriate for the unit including training, mentoring, systems access,
  and change management processes to support staff who have been reassigned
  to the pillar from other functional areas;
• Provide input to RSCE talent management programme, and implement for
  the unit;
• Oversee performance management processes and complete performance
  evaluations for staff under his/her supervision;
• Oversee time management processes (e.g., time approval, scheduling,
  etc.), for staff under his/her supervision;
• Manage, coach and mentor the team to continuously improve
  performance and achieve individual and team objectives;
• Coordinate and liaise closely with key stakeholders as well as RSCE
  Management, as appropriate;
• Report on the operational and strategic objectives of inquiry
  services of the pillar (which is the Tier 1 support), to the transactional
  services in Tier 2 (the RSCE Service Line Processing Teams), and those
  escalated to Tier 3 (UNHQ, Client Missions, External Vendors and other
  Implementing Partners).

• Develop the overall strategy of the Contact Centre and implement the
  strategy for client experience;
• Support the implementation of the Hub–and-Spoke model for the RSCE
  client support; Client analytics and reporting;
• Review and provide input for the drafting of the Service Level
  Agreement and ensure it is monitored with regard to the Pillar’s areas of
  responsibility
• in charge of the quality monitoring and call recording; and, Customer
  insights.
• Manage overall day-to-day client relationship under the supervision
  of the Client Service Manager;
• Monitor Client Service KPIs as well as collaborate with other
  Managers to drive strategies to achieve positive customer experience;
• Ensure staff handling the Contact Centre have the training and tools
  to meet and exceed customer service expectations. Serve as point of
  contact for any case escalations from the Contact Centre staff;
• Work closely with the client counterpart to resolve escalated issues;
• In close coordination with the Client Service Manager, monitor and
  manage staff ratios to ensure customer needs and Tier 1 volume inquiries
  are being met;
• Ensure effective and optimal Tier 1 service delivery as per the
  defined and agreed upon service level agreement;
• Support Tier 1 service delivery specific risk assessment and
  mitigation strategy;
• Support client and mission visits to improve communication and
  problem solving with clients;
• Uphold UN values, culture, and positive work environment at the RSCE
  to build a sense of community, two ways communication with client and
  interaction with the centre and continuous improvement at RSCE;
• Work closely with the client mission counterparts to resolve
  escalated issues.
• Perform other related duties as required.

• The ideal candidate for the United Nations Regional Service Centre
  at Entebbe (RSCE) Client Services Officer job placement should hold an advanced
  University degree (Master’s degree or equivalent) in business or public
  administration, project management, social sciences, or related field is
  required. A first level university degree in combination with qualifying
  experience may be accepted in lieu of the advanced university degree.
  Professional Designation of Certified Customer Service Professional (CCSP)
  and/or PMP, CIPD and SHRP, is desirable.
• At least five years of progressive experience in a programme
  management or customer services function in an international humanitarian
  organization, with at least 2 years in a shared services environment is a
  requirement.
• Experience developing and implementing processes, procedures,
  systems and / or standards or similar international or non-governmental
  organization(s) is required.
• At least 2 years’ experience in a customer service role is
  desirable. Knowledge and experience in the use of SAP/ERP is desirable.
• Hands on experience with Human Resources/Administrative and/or
  Financial procedures and knowledge of Information Management Systems in
  governmental or non-profit organization is desirable.
• Knowledge in the management of a Cisco telephony systems is
  desirable.
• Working experience in conflict or post-conflict settings in field
  operations in the United Nations or similar international or large-scale
  non-governmental organizations is desirable.
• Experience with business process management (BPM) tools (e.g.
  Groupware systems & KM 2.0, the intranet and extranet, Data
  warehousing, data mining, on-line analytical processing (OLAP) technology,
  Decision Support Systems, Content management systems, Document management
  systems, Artificial intelligence tools, Simulation tools, Semantic
  networks, Visio or related tools), is desirable.
• Languages: fluency
  in English (both oral and written) is required. A working knowledge of
  French is desirable.

• Professionalism:
  Ability to ensure adequate preparation of reports or rationale with
  respect to key logistics and administrative decisions; Takes opportunities
  to increase productivity and contribute to the Organization; Sets challenging
  goals and works hard to accomplish those goals; Demonstrates a proactive
  nature and exceptional initiative; Sets and meets aggressive commitments;
  Show pride in work and achievements; Demonstrates professional competence
  and mastery of subject matter; Is conscientious and efficient in meeting
  commitments, observing deadlines and achieving results; Is motivated by
  professional rather than personal concerns; Shows persistence when faced
  with difficult problems or challenges; remains calm in stressful situations;
  Takes responsibility for incorporating gender perspectives and ensuring
  the equal participation of women and men in all areas of work.
• Client Orientation:
  Considers all those to whom services are provided to be “clients” and
  seeks to see queries and requests for services from clients’ perspective;
  Establishes and maintains productive partnerships with clients by gaining
  their trust and respect; Identifies clients’ needs and matches them to
  appropriate solutions; Monitors ongoing developments inside and outside
  the clients’ environment to keep informed and anticipate problems; Keeps
  clients informed of progress or setbacks in projects;
• Meets timeline for delivery of products or services to clients.
• Planning & Organizing:-Develops clear goals that are consistent with agreed strategies;-
  Identifies priority activities and assignments; adjusts priorities as
  required;-Allocates appropriate amount of time and resources for
  completing work;- Foresees risks and allows for contingencies when
  planning;- Monitors and adjusts plans and actions as necessary;- Uses time
  efficiently

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