The Ugandan Jobline

• Monitor and supervise the work of the call centre on a day-to-day
  basis
• Liaise closely with the call centre service provider on training and
  recruitment of call centre agents, and organize training on protection and
  operational issues to the agents
• Liaise closely with the call centre service provider to ensure that
  the helpline service is running efficiently
• Coordinate with other Units on operational aspects of the helpline
  to ensure smooth running of service.
• Ensure and monitor responses to queries on a daily basis, liaise
  with other Units and focal points, and follow up with other units and
  focal points to ensure that queries referred to them are resolved and
  responded to
• Access and use proGres to check records / status of caller and
  update proGres accordingly, and ensure that relevant databases are updated
  as per applicable SOPs
• Keenly monitor the work of the call centre agents, and provide them
  with continuous guidance and technical advice
• Work closely with his/her supervisor and provide regular updates on
  issues raised by PoCs, responses and interventions made, and seek advice
  as appropriate
• Ensure that relevant databases are updated as per applicable SOPs
• Ensure consultations with persons of concern to seek their feedback
  on the helpline and other channels for feedback and complaints
• Develop, review and update tools used by the call centre agents to
  facilitate the work of the call centre
• Analyze trends and prepare related reports
• Provide regular updates to supervisor and senior management on
  issues and protection concerns raised by POCs, responses and interventions
  made, and trends.
• Perform other related duties as requested by supervisor

• Weekly and monthly reports on trends
• Records of individual calls received and how they were managed to
  evidence effective running of call centre
• Reports on consultations with the community to obtain feedback on
  performance of call centre and scope for improvement

• The ideal candidate for the United Nations
  UNHCR  Protection Associate (Community Connectivity) job vacancy
  should possess a University degree in law, human rights, social
  humanities, political science or related field
• Additional training course in protection and ICT would be an asset
• At least two years related work experience is required
• Prior work experience in a refugee context, particularly in
  protection, would be an asset.
• Excellent written and oral communication skills in English.
• Excellent interpersonal and communication skills, and the ability to
  successfully and effectively communicate with people in a multi-cultural
  environment
• Willingness to contribute and work as part of a team
• Respect for diversity and adaptability to other cultures and
  environments
• Good ICT skills including database management skills
• Strong analytical skills
• Demonstrated managerial skills
• Diverse field experience.

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