National Consultants: Call Centre Agents (3 positions), Yangon, UNICEF, Myanmar (Open to Myanmar Nationals Only)

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For every child, the right to Hope

Purpose of Activity/Assignment:

Call Center Agents, under the guidance of the UNICEF Myanmar Social Policy Specialist, to conduct phone calls to program participants of Social Policy programmes in Myanmar.

How can you make a difference?

Description of Assignment:

Tasks:

Reach a minimum of 3,000 programme participants through payment verification calls for social policy programmes (MCCT, disability benefit, MPCA, etc.,)

Deliver minimum 945 hours of hotline support, responding to inquiries related to social policy programmes and providing clear, accurate guidance to participants (e.g., dates of cash disbursement, referral processes).

Reach a minimum of 5,000 programme participants through onboarding for social policy programmes (e.g., disability benefit, MPCA, etc.), ensuring accurate information delivery and proper documentation.

Reach a minimum of 3,000 programme participants through Rapid Needs Assessment for socialpolicy programmes, ensuring accurate information delivery and proper documentation.

Meet ‘Outstanding’ performance rating applying the protocol for recertification of Call Centre Agents on bi-annually basis. The section/ supervisor has criteria clearly set out to define “outstanding performance”.

Deliverables:

Contacted at least 250 participants bi-monthly for payment verification, with outcomes accurately recorded.

Delivered at least 79 hotline service hours bi-monthly, achieving ≥95% accuracy and politeness in responding to inquiries, with all interactions (100%) fully and accurately logged in the system.

100% of onboarding records (at least #417 participants bi-monthly) contain complete, clear, and correct information in the system, with no critical errors identified during data checks.

100% of RNA records (at least #250 participants bi-monthly) contain complete, clear, and correct information in the system, with no critical errors identified during data checks.

Performance Rating Report

Timeline / Payment Schedule:

Once every 2 months for deliverables

Every 6 months (4 times during contract period) for achievement of outstanding performance

Duty Station: Yangon with possible travel to the programme areas

Duration of the contract: 24 months

To qualify as an advocate for every child you will have…

Minimum requirements:

Education:

Completion of secondary education is required,preferably supplemented by technical courses related to the work.

Bachelors degree in a relevant field is an asset.

Disciplines: Social Sciences (Psychology, Sociology, Education (Early Childhood Care and

Development), and others)

Work Experience:

At least 1 year of experience in call handling of humanitarian programmes, including hotline management and outgoing calls.

Previous experience handling a web-based ticketing system, and managing data and call workflows, is an asset.

Excellent communication skills, with the ability to engage clearly and professionally with diverse stakeholders.

Demonstrated enthusiasm and willingness to learn, with a proactive approach to acquiring new skills.

Ability to speak additional ethnic languages, which will be considered a strong asset.

Strong commitment to respecting diversity, including individuals from different ethnic, cultural, and social backgrounds.

Patience, resilience, and the ability to work under pressure, while maintaining professionalism.

Solid knowledge of the Myanmar context, including social, cultural, and community dynamics.

Proven ability to work both independently and as part of a team, in office settings and in the field.

Ability to travel to UNICEF programme areas as required.

Language Requirements: Fluency in the Myanmar language, with a basic command of English suitable for communication and reporting.

Desirables:

Relevant experience at country level, particularly in development, fragile settings and humanitarian contexts.

Please ensure to complete and attach the following "Expression of Interest" form in your applications:

For every Child, you demonstrate...

UNICEF's values of Care, Respect, Integrity, Trust, Accountability, and Sustainability (CRITAS).

To view our competency framework, please visit  here.

UNICEF is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious or ethnic background, and persons with disabilities, to apply to become a part of the organization. To create a more inclusive workplace, UNICEF offers paid parental leave, breastfeeding breaks, and reasonable accommodation for persons with disabilities. UNICEF strongly encourages the use of flexible working arrangements. Click here to learn more about flexible work arrangements, well-being, and benefits.

According to the UN Convention on the Rights of Persons with Disabilities (UNCRPD), persons with disabilities include those who have long-term physical, mental, intellectual, or sensory impairments which, in interaction with various barriers, may hinder their full and effective participation in society on an equal basis with others. In its Disability Inclusion Policy and Strategy 2022-2030, UNICEF has committed to increase the number of employees with disabilities by 2030. At UNICEF, we provide reasonable accommodation for work-related support requirements of candidates and employees with disabilities. Also, UNICEF has launched a Global Accessibility Helpdesk to strengthen physical and digital accessibility. If you are an applicant with a disability who needs digital accessibility support in completing the online application, please submit your request through the accessibility email button on the UNICEF Careers webpage Accessibility | UNICEF.

UNICEF does not hire candidates who are married to children (persons under 18). UNICEF has a zero-tolerance policy on conduct that is incompatible with the aims and objectives of the United Nations and UNICEF, including sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination based on gender, nationality, age, race, sexual orientation, religious or ethnic background or disabilities. UNICEF is committed to promote the protection and safeguarding of all children. All selected candidates will, therefore, undergo rigorous reference and background checks, and will be expected to adhere to these standards and principles. Background checks will include the verification of academic credential(s) and employment history. Selected candidates may be required to provide additional information to conduct a background check, and selected candidates with disabilities may be requested to submit supporting documentation in relation to their disability confidentially.

Remarks:

Only shortlisted candidates will be contacted and advance to the next stage of the selection process.

Individuals engaged under a consultancy or individual contract will not be considered “staff members” under the Staff Regulations and Rules of the United Nations and UNICEF’s policies and procedures, and will not be entitled to benefits provided therein (such as leave entitlements and medical insurance coverage). Their conditions of service will be governed by their contract and the General Conditions of Contracts for the Services of Consultants and Individual Contractors. Consultants and individual contractors are responsible for determining their tax liabilities and for the payment of any taxes and/or duties, in accordance with local or other applicable laws.

The selected candidate is solely responsible to ensure that the visa (applicable) and health insurance required to perform the duties of the contract are valid for the entire period of the contract. Selected candidates are subject to confirmation of fully-vaccinated status against SARS-CoV-2 (Covid-19) with a World Health Organization (WHO)-endorsed vaccine, which must be met prior to taking up the assignment. It does not apply to consultants who will work remotely and are not expected to work on or visit UNICEF premises, programme delivery locations or directly interact with communities UNICEF works with, nor to travel to perform functions for UNICEF for the duration of their consultancy contracts.