Republic of Moldova

Manager for the Call Center at the Consular Affairs Department, MFAEI

Vacancy Number: 122 /Pr-2009

Background:

The "Building Institutional Capacity of the Ministry of Foreign Affairs and European Integration" project has the overall objective of strengthening the institutional capacity of the MFAEI so that it can exercise its functions in a more efficient manner, operate transparently and fulfil its European Integration commitments.

The Call Center shall focus on providing information and advice especially to Moldovan nationals abroad. The Center will operate on a toll free number which will allow people to contact the Center free of charge.

Tasks and responsibilities:

• Meet all organizational functions and standards for the Call Center;
• Oversee activity of the Call Center Operators;
• Implement, review and improve all Call Center policies, procedures and service standards;
• Provide coaching, training to the Call Center Operators;
• Track calls volume, report discrepancies and areas that need improvement;
• Draft monthly report on the hotline work;
• Keep updated with the consular affairs issues/legal framework;
• Ensure the proper functioning of the Call Center;
• Collect the tool-free line success stories and lessons learned;
• Participate in training programs.

Qualifications and skills required:

• University degree in law, economics, public administration and other relevant areas for the assignment;
• Proven ability to analyze, summarize and evaluate;
• Proven ability to formulate the ideas both orally and in written;
• Good communications skills;
• Computer literacy and ability to effectively use office technology equipment, IT tools;
• Excellent knowledge of Romanian and Russian.
• Knowledge of English desired;
• Responsibility, patience, creativity, punctuality, flexibility;
• Knowledge of the peculiarities of the consular affairs sector would be an added advantage.

Terms of Reference

Personal History Form (P11)

Interested persons should submit their applications, consisting of a duly completed Personal History Form (P11), and a Financial Proposal (fee per day) for carrying out the tasks, with the mark: “MFA Call Centre Manager” by 16 December 2009, 17:00 (local time) to the following address: UNDP Office, 131, 31 August 1989 Street, MD-2012, Chisinau, Moldova, alternatively by email to vacancies-moldova@undp.org.

Only those short listed will be contacted.

Failure of candidates to submit a duly completed P11 form, as well as false representations on this form, shall constitute sufficient grounds for withdrawal of further consideration of the application. All information provided in the P11 form will be treated as strictly confidential.