Digital Communities Hub Officer (Kosti) – NRC
Job Description
| Organization | The Norwegian Refugee Council |
| Job Identification | 11861 |
| Job Category | Information Technology and Systems |
| Apply Before | 06/09/2023 |
| Job Schedule | Full time |
P.S: Please ensure that you fill in all details before submitting your application on NRC people (Oracle HR). Empty and incomplete applications will not be considered.
NRC resumed operations in Sudan in 2020, providing humanitarian assistance, protection, and durable solutions. Our country programme integrates all of NRC’s six core competencies (camp management, education, ICLA, livelihoods, shelter, and WASH), and provides a rapid response capacity (including for the recent refugee emergency in eastern Sudan), and thematic capacities for cash and markets-based approaches, advocacy, digital modes of assistance, and co-leading various technical and strategic coordination platforms.
Role Specific Information
The following is a brief description of the role.
Duties & Responsibilities
- Ensure adherence with NRC policies, tools, handbooks and guidelines
- Implement delegated Digital project portfolio according to plan of action
- Prepare and develop status reports as required by management
- Ensure proper filing of documents
- Ensure that projects target beneficiaries most in need, and explore and asses new and better ways to assist
- Promote and share ideas for technical improvement
- Supervise DCH ‘call and contact’ team appropriate use of SOPs, flow, scripts, forms, and software, to meet service level targets outlined as Key Performance Indicators (e.g. response time, satisfaction)
- Consolidate daily reports for referrals and disseminate accordingly. Monitor follow up of referrals
- Consolidate weekly feedback reports for implementation and area-based staff
- Back up, store, and document information as outlined in the SOPs
- Process tickets of support requests (tasks), including confirming and clarifyin
- Quality check and provide/consolidate feedback on draft/updated SOPs, scripts, flows, and forms, in order to ensure relevant guidance, clarity, and consistency. Provide training to DCH ‘call and contact’ team staff (4x Digital Assistants) on these.
Our Ideal Candidate:
- 2 yrs experience from working as a Project Officer in a humanitarian/recovery context
- Previous experience from working in complex and volatile contexts
- Documented results related to the position’s responsibilities
- Fluency in English and Arabic
- Degree in ICT, or commensurate experience and knowledge, is preferred
- Knowledge of mobile network technologies and customer relationship management software
- Experience in training, mentoring, and supervising staff
- Experience in leading shift-based teams in call centre or customer service operations
Candidates are encouraged to apply early, as applications may be screened prior to the vacancy deadline
Female candidates are strongly encouraged to apply!
Email and paper applications will not be considered.
Salary/benefits: According to NRC’s salary scale and terms and conditions
Duty station: Kosti Country Office.
NB: All employees of the Norwegian Refugee Council should be able to adhere to our Code of Conduct and the four organizational values: Dedicated, innovative, inclusive and accountable.
