Senior Call Center Assistant

March 23 2026

Hardship Level (not applicable for home-based)

A (least hardship)

FamilyUNOPS LICA5

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 UNHCRs 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 addition staff members are required to discharge their responsibilities in a manner consistent with the core functional cross-functional and managerial competencies and UNHCRs 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 operations 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 callcentre 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 operations 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 and 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 and abandonment rate.
Protection mailbox service levels: Number of emails received and answered. The 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 the 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 bachelors 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 UNHCRs related learning activities is an advantage. Familiarity with ProGres v4 protection case workflows. data reporting use of Excel/SharePoint/Power BI.

c. Key Competencies
(Technical knowledge skills managerial competencies or other personal competencies relevant to the performance of the assignment. Clearly distinguish between required and desired 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

Standard Job Description

Required Languages

Desired Languages

Additional Qualifications

Skills

Education

Certifications

Other information

Candidates profiles will be assessed against the position requirements. Only shortlisted candidates will be contacted for an position doesnt require a functional clearance

Remote

No