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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 aff irmed its role as the leading Organization assisting the Government of Pakistan to ensure humane and orderly movement ofpeople by devising practical solutions to shift ing dynamics of migration, protecting, assisting, and supporting vulnerable migrant populations, promoting internationalcooperation on migration issues and serving as a key source of advice on migration data, research and policy development.
Under the overall supervision of the Senior Programme Coordinator and the direct supervision of the Call Center Supervisor, the Call Centre Assistant will be responsible for the following duties:
Responsibilities and Accountabilities :
- Answer phone calls and obtain the callers’ information as per required protocol.
- Provide related accurate and sufficient information to callers regarding IOM activities and services available, such as counter-trafficking in person and smuggling of migrants.
- Handle sensitive complaints/feedback in line with “do no harm” principles.
- Assist the callers on routing their calls for further information regarding specific and unique concerns that may not be addressed through the call.
- Compile issues and complains of the callers through incoming calls and report it to the supervisor.
- Update and maintain personal copy of staff directory and other resources to ensure accurate dispensing of information.
- Regularly update the directory of all information related to issues raised by the callers and overall activities and share updated document with the supervisor.
- In coordination with the supervisor, liaise with other IOM staff on a regular basis especially for updates on unique situations that require specific response(s).
- Ensure functionality of the call centre and it instruments/facilities and reports the problem of facility to the supervisor in timely manner.
- Perform such other duties as required
REQUIRED QUALIFICATIONS AND EXPERIENCE:
Education :
- Completed Bachelor’s degree from an accredited academic institution, preferably in Communications, International or Public Relations, Journalism or related field with at least 1 years of relevant experience.
- High school degree with at least 3 years of relevant work experience.
- Additional studies in Migration, Development Studies and Political Science is an advantage.
Experience :
- Excellent verbal communication and interpersonal skills.
- Ability to operate basic computer software, use of email and web browser.
- Ability to handle a high volume of calls, fast typing is an advantage.
- Ability to work effectively and harmoniously with colleagues from varied cultures and professional backgrounds.
- Experience of working with UN agencies or other international organizations and experience of working in call centre is an advantage.
Languages :
Required:
- English and Urdu (Fluent) and one extra local language spoken in Pakistan, specifically Pashto or Punjabi.
Desirable :
- Working knowledge of other Languages in Pakistan, such as Sindhi, Saraiki or Balochi, would be desirable.
IOM provides equal opportunity to all qualified female and male including the physically challenged candidates.
