JOB DESCRIPTION

Deadline for Applications

October 17, 2025

Hardship Level

H (no hardship)

Family Type

Family

Family Type

Family

Residential location (if applicable)

Grade

PR5

Staff Member / Affiliate Type

Professional

Reason

Regular > Regular Assignment

Target Start Date

2025-11-01

Standard Job Description

Chief of GSS Contact Centre Section

Organizational Setting and Work Relationships

The Chief of GSS Contact Centre Section reports to the Head of Global Shared Services (GSS) and serves as a member of the GSS Senior Management Team. The incumbent leads the GSS Contact Centre Section globally and ensures that the Contact Centre operates effectively and consistently meets agreed service levels across the organisation.

The Chief plays a key leadership role in advancing the High Commissioner’s Strategic Priorities by facilitating continuous improvement of GSS services, adopting enabling technologies and processes, and strengthening operational efficiency and customer experience. The role encompasses service and process design, process adherence, team performance management, and delivery of agreed results. The incumbent also oversees contract and performance management of Managed Service Providers (MSPs).

The Chief is accountable for core operational domains, including Service Level Agreements (SLAs), customer satisfaction (CSAT), quality assurance, escalation management, vendor relationship management, policy compliance, process optimisation, and budget oversight. The incumbent ensures that Contact Centre services are reliable, secure, efficient, and aligned with organisational goals and business needs.

The Chief collaborates closely with internal stakeholders—Information Technology Service (ITS), the IT Site and Emergency Support Unit, and other GSS tracks (Finance, Personnel Administration Section (PAS), Payroll, Supply, and IT)—to ensure an agile and efficient GSS operating model. S/he coordinates with focal points in regional bureaux and field operations to enable effective service delivery at all levels, and partners with service providers and solution engineering teams to align new solutions with enterprise standards. The incumbent also works with the Chief Information Security Officer to ensure compliance with security policies and standards. Externally, s/he manages relationships with service providers to ensure consistent, reliable, and value‑for‑money service delivery.

All UNHCR staff members are accountable to perform their duties as reflected in their job description. They do so within their delegated authorities, in line with the regulatory framework of UNHCR which includes the UN Charter, UN Staff Regulations and Rules, UNHCR Policies and Administrative Instructions as well as relevant accountability frameworks. In addition, staff members are required to discharge their responsibilities in a manner consistent with the core, functional, cross-functional and managerial competencies and UNHCR’s core values of professionalism, integrity and respect for diversity.

Duties

• Lead the Global Shared Services (GSS) Contact Centre globally (hub and satellite, “follow-the-sun” model) to deliver location-independent services across HR, Finance, Supply, and IT, aligned with GSS strategy and governance bodies.
• Translate GSS strategic direction into service roadmaps, annual plans, and measurable outcomes; prepare inputs to advisory/steering bodies, and publish performance dashboards as per GSS governance.
• Oversee the multi-channel operations (Service Portal, Microsoft Teams chatbot, email, and phone) and the tiered support model (Tier 0–3), ensuring consistent intake, triage, routing, and escalation across all time zones.
• Establish and enforce operational playbooks, standard operating procedures (SOPs), and an escalation matrix for high-urgency, emergency, and business-critical cases.
• Define, agree, and monitor Service Level Agreements (SLAs), Service Level Objectives (SLOs), and Key Performance Indicators (KPIs)–e.g., first contact resolution, cycle time, cost per transaction, and Customer Satisfaction (CSAT); conduct regular service reviews and implement corrective action plans.
• Drive a continuous improvement programme using lean methods, shift-left strategies, and automation, leveraging insights from tickets, complaints, and surveys to enhance quality and reduce effort.
• Steer the Contact Centre toward the enterprise CSAT target (~90%) through proactive feedback loops and root cause analysis.
• Establish and govern the knowledge management system–including internal and user-facing knowledge bases, defined roles, article lifecycle, and Article Quality Index (AQI) standards— to ensure “right first time” resolution.
• Champion change and communications initiatives that prepare stakeholders for process standardization, service catalogue evolution, and new support access channels.
• Oversee the enablement stack (ServiceNow, Workday, Cloud Enterprise Resource Planning (ERP), and related integrations) used for intake, workflow, reporting, and self-service; prioritize enhancements in collaboration with platform owners.
• Build a data-driven culture within the Contact Centre through dashboards, balanced scorecards, trend analysis, and forecasting; ensure data quality to support reliable decision-making.
• Lead and develop a geographically dispersed team (Budapest hub and satellite teams), setting clear objectives, coaching personnel (supervisors, officers, generalists), and fostering a service-oriented culture.
• Plan workforce and skills coverage–including Workforce Management (WFM), multilingual coverage, and surge/temporary capacity–and oversee onboarding and training to ensure consistent service quality across regions.
• Oversee service delivery by Managed Service Providers (MSPs) and other service partners, ensuring contract performance, compliance with SLA and service credit frameworks, and continuous service improvement.
• Ensure compliance with UNHCR policies, including information security controls for shared services and third-party arrangements; partner with the Chief Information Security Officer (CISO) and service owners on contractual and inspection rights (e.g., SOC2, ISO/IEC 27001, right to audit).
• Maintain business continuity and major incident procedures for the Contact Centre, and coordinate with functional owners and security operations when escalations impact service continuity or data protection.
• Serve as the executive interface to functional tracks (HR, Finance, Supply, IT), regional bureaux focal points, and field operations; ensure feedback channels are active and service design reflects operational realities.
• Coordinate with governance groups and field reference mechanisms to sequence roll-outs and adapt SLAs to the context where justified.
• Oversee the section budget, cost controls, and cost‑recovery reporting; demonstrate value through transparency on volumes, unit costs, and benefits realized.
• Lead risk assessments and discussions with team(s) to proactively manage risks and seize opportunities impacting objectives. Ensure that risk management principles are integrated in decision-making both at strategic and operational levels. Allocate resources for planned treatments with resource requirements in Strategic Plans. Ensure that risks are managed to acceptable levels and escalate, as needed. If a Risk Owner, designate the Risk Focal Point and certify that the annual risk review is completed and ensure that the risk register is updated during the year, as needed.
• Perform other related duties as required.

Minimum Qualifications

Years of Experience / Degree Level

For P5 – 12 years relevant experience with Undergraduate degree; or 11 years relevant experience with Graduate degree; or 10 years relevant experience with Doctorate degree

Field(s) of Education

Information and Communication Technology; Computer Science; Information Systems;

Information Technology; Project Management; Business Administration/Management;

or other relevant field.

Certificates and/or Licenses

Project Management Professional (PMP) – PMP

ITIL Certification – Foundation Level – AXELOS Ltd

(Certificates and Licenses marked with an asterisk* are essential)

Relevant Job Experience

Essential

Extensive experience managing large-scale, multi-channel contact centres and shared services operations. Proven track record in optimising operations, improving service quality, and implementing new technologies. This includes progressively responsible experience in service delivery and operations management, with a strong focus on leading globally distributed, matrixed teams to ensure effective service delivery and collaboration. Demonstrated history of managing large operations and delivering a wide range of services in line with agreed service levels, while fostering a culture of continuous improvement with measurable outcomes. Deep understanding of contact centre operations, including experience managing a 24/7 support function within shared services. Experience in roles requiring a strong strategic mindset and technical proficiency. Solid grasp of data analysis and reporting to effectively monitor key performance indicators (KPIs). Comprehensive understanding of various contact centre technologies, including case management systems, contact channels, knowledge management tools, and quality frameworks. Robust programme and project management experience, with a strong understanding of the Project Management Life Cycle (PMLC) and ITIL concepts. Experience driving operational excellence, process compliance, and standardisation. Experience in developing long-term strategic business plans, analysing complex business needs, and influencing stakeholders to adopt new services and ways of working. Extensive experience in vendor and stakeholder management, including oversight of multiple global outsourced Managed Service Providers (MSPs), covering all aspects of the vendor management lifecycle. Prior experience demonstrating strong ability to influence, manage, and lead negotiations with both internal and external stakeholders, including vendors and strategic partners. Expertise in negotiating contracts and implementing service agreements to ensure the highest standards of service delivery. Strong change management skills to ensure the adoption of new ways of working.

Desirable

Experience working with or within humanitarian or UN agencies at senior management levels. Working knowledge of ITIL processes, supported by ITIL certification. Proven experience in managing operations and service delivery for large teams within a global organisation, with in-depth knowledge of back-office business support and transition management.

Functional Skills

*IT-IT Service Delivery Management;

*IT-Management of external service providers for IT infrastructure maintenance and support;

IT-IT Operations Management;

IT-IT Project, Program or Portfolio Management;

IT-Microsoft Office Productivity Software

IT-IT End-User Training

(Functional Skills marked with an asterisk* are essential)

Language Requirements

For International Professional and Field Service jobs: Knowledge of English and UN working language of the duty station if not English.

For National Professional jobs: Knowledge of English and UN working language of the duty station if not English and local language.

For General Service jobs: Knowledge of English and/or UN working language of the duty station if not English.

Competency Requirements

All jobs at UNHCR require six core competencies and may also require managerial competencies and/or cross-functional competencies. The six core competencies are listed below.

Core Competencies

Accountability

Communication

Organizational Awareness

Teamwork & Collaboration

Commitment to Continuous Learning

Client & Result Orientation

Managerial Competencies

Empowering and Building Trust

Managing Performance

Judgement and Decision Making

Strategic Planning and Vision

Leadership

Managing Resources

Cross-Functional Competencies

Analytical Thinking

Technological Awareness

Planning and Organizing

All UNHCR workforce members must individually and collectively, contribute towards a working environment where each person feels safe, and empowered to perform their duties. This includes by demonstrating no tolerance for sexual exploitation and abuse, harassment including sexual harassment, sexism, gender inequality, discrimination, and abuse of power.

As individuals and as managers, all must be proactive in preventing and responding to inappropriate conduct, support ongoing dialogue on these matters and speaking up and seeking guidance and support from relevant UNHCR resources when these issues arise.

This is a Standard Job Description for all UNHCR jobs with this job title and grade level. The Operational Context may contain additional essential and/or desirable qualifications relating to the specific operation and/or position. Any such requirements are incorporated by reference in this Job Description and will be considered for the screening, shortlisting and selection of candidates.

Desired Candidate Profile

The incumbent is required to have excellent analytical skills, allowing him/her to make judgement calls and be able to escalate sensitive issues as appropriate. The impact of the work has a high reputational risk to the organization. The incumbent must have proven experience in:

• Exceptional leadership, communication, and stakeholder management skills.
• Strategic thinker with strong execution capability.
• Data-driven decision-making and problem-solving ability.
• Strong customer orientation with a focus on delivering service excellence.
• Excellent communication and stakeholder engagement skills.
• Experience working in multicultural environments and managing competing priorities.
• Prior experience of managing service delivery operations in shared services / Business Process Outsourcing for process such as IT, Finance, HR, and Supply.
• Understanding of contact centre technologies such as Integrated Voice Response systems, Customer Relationship Management systems, Service Management platforms (ITSM) and other omnichannel platforms and tools.
• Strong understanding of digital transformation, automation, and AI-enabled customer service.
• Knowledge of performance management frameworks and quality assurance methodologies.
• Strong understanding of service management frameworks, including ITIL and customer support best practices.
• Demonstrated ability to lead cross-functional teams and manage complex workflows.
• Project management certification – PMP/Prince2.

Required languages (expected Overall ability is at least B2 level):

,

,

Desired languages

,

,

Operational context

Occupational Safety and Health Considerations:

To view occupational safety and health considerations for this duty station, please visit: https://wwwnc.cdc.gov/travel.

Nature of Position:

Global Shared Services (GSS) provides location-independent transactional services in Finance, Payroll, Human Resources, Supply, and IT, to enable operations to focus on strategic and context-specific priorities globally. The GSS located in Budapest serves as the backbone of the service, which is supported by satellite teams in Panama, Amman, Kuala Lumpur, Dakar, and Nairobi. The GSS also works very closely with all enabling functions, DPM, DRM, DEPS, and ITS, to ensure policies and controls are implemented and delivered in an efficient manner. The strategic direction and operating modalities of the service are governed by the GSS Advisory Board.

This position is part of the Contact Centre Section of the GSS and will report to the Head of GSS.

The incumbent leads the strategy, operations, and transformation of the GSS and the Contact Centre in particular, ensuring world-class service delivery to internal and external stakeholders. This role is responsible for driving operational excellence, customer satisfaction, digital enablement, and continuous improvement across multi-channel contact centre operations. The position requires strong leadership, stakeholder management, and the ability to balance efficiency with customer experience.

Living and Working Conditions:

Additional Qualifications

Skills

IT-IT End-User Training, IT-IT Operations Management, IT-IT Project, Program or Portfolio Management, IT-Management of external service providers for IT infrastructure maintenance and support, IT-Microsoft Office Productivity Software, IT Service Delivery Management

Education

Bachelor of Arts: Business Administration/Management, Bachelor of Arts: Computer Science, Bachelor of Arts: Information and Communication Technology, Bachelor of Arts: Information Systems, Bachelor of Arts: Information Technology, Bachelor of Arts: Project Management

Certifications

ITIL Certification – Foundation Level – AXELOS Ltd, Project Management Professional (PMP) – PMP

Work Experience

Competencies

Accountability, Analytical thinking, Client & results orientation, Commitment to continuous learning, Communication, Empowering & building trust, Judgement & decision making, Leadership, Managing performance, Managing resource, Organizational awareness, Planning & organizing, Strategic planning & visions, Teamwork & collaboration, Technological awareness

UNHCR Salary Calculator

https://icsc.un.org/Home/SalaryScales

Compendium

Flash Vacancy Notice

Additional Information

Functional clearance

This position doesn”t require a functional clearance