FADI NIJEM

Programme Associate

Responsibility

- Assist in negotiating agreements with implementing partners and ensure that IP agreements are established in conformity with UNHCR's financial rules and the latest Headquarters' instructions.
- Undertake proper collection, monitoring and use of baselines, standards and indicators needed to measure and analyse programme performance, trends and target interventions.
- Review the implementation and performance of IPs agreements through appropriate physical monitoring to evaluate the projects by reviewing work plans, progress reports, budget, financial reports and expenditures; undertake field visits as required.
- Use UNHCR's corporate tools (e.g. Global Focus, Focus Client) to assess the technical soundness of the operation and generate data for evidence-based decisions at the country-level.
- Assist in keeping donor representatives briefed on developments and assist in the development of funding submissions, appeals and reports.
- Assist in ensuring compliance in issuance of audit certificates for Implementing Partners.
- Perform other duties as required.

Authority

- Provide inputs for the country operations plan (including budgets, staffing levels and structures) as well as prepare inputs for funding submissions, appeals and reports.
- Enforce compliance with UNHCR's global strategies, protocols and guidelines.
- Represent UNHCR in physical monitoring of projects.

•Setting and meeting performance targets for speed, efficiency, sales and quality;
•Managing the daily running of the call center.
•Liaising with supervisors, team leaders, operatives and third parties to gather information and resolve issues;
•Maintaining up-to-date knowledge of industry developments and involvement in networks;
•Monitoring random calls to improve quality, minimize errors and track operative performance.
•Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff.
•Reviewing the performance of staff, identifying training needs and planning training sessions.
•Recording statistics, user rates and the performance levels of the center and preparing reports.
•Handling the most complex customer complaints or enquiries.
•Organizing staffing, including shift patterns and the number of staff required meeting demand.
•Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes.
•Forecasting and analyzing data against budget figures on a weekly and/or monthly basis;
•Improving performance by raising efficiency and sourcing new equipment to enable this, e.g. new dialing products