• Data Extraction from CRM to prepare call logs and record them for further analysis by the project team.
• Maintain the call center data including Customer Relationship Management (CRM) and ticketing systems for onward sharing with the project team.
• Identify and resolve data-related issues impacting call center operations promptly to minimize disruption.
• Provide technical support, troubleshooting and guidance to call center staff.
• Provide support in extraction and reporting of daily customer relationship management data, such as call volume, response time, etc and present it in tabular or graphical form for further analysis by project team.
• Assist in modifying existing reports in terms of corrections and/or to meet users’ expectations. optimize data performance to ensure efficient handling of call center transactions and queries.
• Monitor the performance of the CRM and ticketing systems, identifying any bottlenecks or areas for optimization
• Ensure ICT activities comply with UNOPS rules, install workstations, provide hardware/software support, monitor network connections, and offer staff training; maintain records of recurring issues and report critical errors to the project manager.

Monitoring and Progress Controls

• In a call center setting, a Data Analysis and Reporting Senior Assistant manages and optimizes database systems to ensure they support high-volume transactions efficiently. They are also responsible for efficient and effective ICT management and support to the operations.
• They focus on maintaining availability, security, and performance, integrating data for reporting and analytics, and providing timely troubleshooting and support to minimize operational disruptions.

Education

• Completion of Secondary education is required.
• Diploma or University Degree, preferably in information sciences, computer sciences, Statistics, engineering or anyother relevant discipline, is desirable but not required and may substitute for some of the required years of experience.

Experience

• 5 years of relevant experience with secondary school certificate as a Database Administrator
• Hands-on experience with database standards and end user applications is required
• Familiarity with the call center management software and data operations is required
• Basic understanding of IT infrastructure, troubleshooting common technical issues and ensuring seamless operation of call centre technology.
• Excellent knowledge of data backup, recovery, security, integrity and SQL is highly desirable.
• Ability to analyze call center data, generate reports and use insights to improve performance.

Language Requirements

• Fluency in English required

Contract type: ICA

Contract level: L-ICA 6, Local ICA Support

Contract duration: Initially for 6 months (extendable)

For more details about the ICA contractual modality, please follow this link:

https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

• Please note that UNOPS does not accept unsolicited resumes.
• Applications received after the closing date will not be considered.
• Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.
• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
• Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.
• We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

Terms and Conditions

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post.
• For retainer contracts, you must complete a few Mandatory Courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. For more information on a retainer contract here.
• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.
• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.