Registration Assistant (Helpline) - UNOPS - G4 - TRI056 - Tripoli, Lebanon

Seven years into the Syria crisis, Lebanon remains the country hosting the largest number of refugees per capita, with over one million Syrian refugees, and around 20,000 refugees of Iraqi, Sudanese, Ethiopian and other origins, in addition to the Palestine refugees under UNRWA’s mandate.  There are no formal camps for Syrian refugees in the country, and refugees are living in hundreds of communities and locations across the country. 

The refugee response is led by the Government and local actors, supported by the international community. As the designated lead agency in the refugee response, UNHCR has established a sector-based structure in Beirut and in the field. The structure brings together over 100 UN agencies, national and international NGO partners in identifying and agreeing on the strategic priorities to address the needs of Syrian refugees and other affected populations. The Lebanon national response falls under the Regional Refugee and Resilience Plan (3RP), whereby UNHCR guides the refugee response and UNDP facilitates the resilience and stabilization component.

The UNHCR operational response in Lebanon is one of the largest for the organization. Media attention and the frequency of influential high-profile visitors is high. Aside from the country office in the capital city of Beirut, UNHCR has offices in Mt Lebanon, Qobayat, Tripoli, Tyre and Zahle.

The Registration Assistant (Helpline Supervisor) is a member of the Registration unit. The helpline supervisor is responsible for ensuring quality control – that the information being provided is correct and that the tone of the staff remains courteous and respectful – and for producing regular reports summarizing the work of the helpline.

She/he will maintain all relevant brochures and material and keeping them accessible to the desks of helpline assistants in order to facilitate a quick and accurate response to questions raised.

She/he will report directly to the Associate Registration Officer, under the overall guidance of the Protection Officer.

Accountability (key results that will be achieved)

• Provide a breakdown of the past week’s monitoring checklists and a written performance summary of the team to the Associate Registration Officer at the conclusion of each week.
• Manage a team of call center staff.
• Motivate and encourage call center staff through positive communication and feedback

Responsibility,(process and functions undertaken to achieve results)

• Monitor queue and track inbound calls. 
• Keep call center staff aware of inbound calls, calls waiting, abandonment rate, etc.
• Manage by walking around and be visible to answer questions.
• Take calls that Receptionist can’t handle and be available when an call center staff appears to need assistance.
• Have a common understanding of the aims and goals of the call center ;
• Have a shared commitment to training every call center staff in the call center ;
• Encourage and support staff to identify and enhance their own skills;
• Have an inclusive relationship between the call center staff, and staff from other Units;
• Authority (decisions made in executing responsibilities and to achieve results
• Oversee the Helpline team and operations;
• Liaise closely with other units within Tripoli field office to ensure staff remain up-to-date on all information relating to services and assistance for Persons of Concern.
• Propose recommendations on new methods to improve the Helpline operation.