Lusaka UNHCR Jobs United Nations Careers Zambia

UNHCR Jobs: Call Centre Assistant 2021

Job Title: Call Centre Assistant

Organization: UNHCR

Job ID: 26993

Location: Lusaka, Zambia                      

Hardship Level: B                                     

Family Location Type: Family

Eligible Applicants         

Interested staff members should consult the Administrative Instruction on Recruitment and Assignment of Locally Recruited Staff (RALS, UNHCR/AI/2020/1/Rev.2). If you have questions regarding your eligibility, you may also contact the HR Unit.

In line with the RALS, the below category of candidates are eligible to apply for internally/externally advertised vacancies.

¿ Interested internal candidates (Group 2) need apply through MSRP ¿ Self-Service ¿ Recruiting Activities ¿ Careers (please search by JO number or by Location). Please update your personal profiles with all required information in order to be able to apply. Please consult the attached documents for further guidance on how to update the personal profile.

¿ Interested external applicants need to apply online and complete the mandatory motivation letter.  For technical issues with logging in to the MSRP External Portal, or with online applications, please contact the HR Unit well before the deadline to allow sufficient time for any technical problem to be resolved.

¿ Applications will be accepted only via the online portals. Please do not send application via email.  

¿ Not signed, incomplete and late applications will not be accepted. Only shortlisted candidates will be contacted. Shortlisted candidates will be required to sit for a written test and/or oral interview. UNHCR does not charge a fee at any stage of the recruitment process (application, interview, processing or any other fees).

Duties and Qualifications

– Support in Overseeing the UNHCR Call Centre staff and operations.
– Ensure Call Centre staff respond to the calls in a kind, helpful, and professional manner.
– Remain abreast of all information and updates on assistance and services to refugees. Liaise with relevant units ¿ protection, registration, field, mass information, etc. to receive updates,
        organize briefings for Helpline staff, and ensure information being provided by the Call Centre is accurate and up-to-date.
– Compile and report on trends emerging from the Call Centre ¿ including concerns, frustrations, and information coming from refugees.
– Support in generating daily, weekly and monthly reports on the number of calls received, average waiting time, number of referrals made, etc.
– Observe and listen to Call Centre staff for quality control purposes.
– Liaise closely with colleagues to ensure the most effective operation of the Call Centre.
– Utilize UNHCR tools to enable refugees to make appointments at the reception centre, update bio-data, etc.
– Refer cases to protection colleagues for assistance, as needed.
– Answer and respond immediately to emergency calls received on the Call Centre, including collecting relevant information and forwarding to the appropriate colleague for assistance.
– Provide basic counselling to refugees.
– Make outbound calls to refugees as needed to schedule appointments, collect information, participate in emerging exercises, etc.
– Provide face to face counselling and information dissemination periodically at the UNHCR reception centre.
– Compile and enter the statistical data into the protection database.
– Perform other related duties as required.

Minimum Qualifications
Education & Professional Work Experience
Years of Experience / Degree Level
For G4 – 1 year relevant experience with High School Diploma; or Bachelor or equivalent or higher

Field(s) of Education
Not applicable.

Certificates and/or Licenses
International Protection
(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience
Minimum 1 year of professional job experience. Ability to work with people from different cultural backgrounds.

Work experience with UNHCR is an advantage. Completion of UNHCR’s related learning activities is an advantage.

Position Competencies

Core Competencies:

Organizational Awareness
Teamwork & Collaboration
Commitment to Continuous Learning
Client & Result Orientation

Managerial Competencies:

Cross-Functional Competencies:
Analytical Thinking
Negotiation and Conflict Resolution
Political Awareness

Language Requirements

English is mandatory for this Job Opening.

Additional Information

A competitive compensation and benefits package is offered. For information on UN salaries, allowances and benefits, please visit the portal of the International Civil Service Commission at:

UNHCR has a zero-tolerance policy against Sexual Exploitation and Abuse (SEA). SEA is unacceptable behavior and prohibited conduct for UNHCR personnel. It constitutes acts of serious misconduct and is therefore grounds for disciplinary measures, including dismissal. Any concerns or suspicions about a possible case of SEA should be reported immediately to the Inspector General¿s Office (IGO) at

For any technical problems encountered during the online application, please send an email to the below email address titled ¿Online VA Query-your name and surname¿. Human Resources Zambia       

Operational Context

The Call Centre Assistant normally reports to a more senior Protection colleague. The incumbent will provide counselling to individuals by telephone. The incumbent may conduct initial protection interviews. The role involves drafting comments and documents about the interview.

The incumbent ensures the Call Centre functions effectively, producing daily, weekly, and monthly reports on the implementation of the Call Centre, ensuring the team is fully up to date on available services and assistance ,scheduling appointments, providing general information to Persons of Concern (PoCs) on assistance and services available, answering questions of PoCs 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 Reception Centre.

All UNHCR staff members 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 frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR¿s core values of professionalism, integrity and respect for diversity

Closing Date

The closing date for submission of applications is 27 May 2021

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