Latest Jobs In Kenya: Call Center Senior Representative-Kenyan National Hire-Church World Service

Job Title: Call Center Senior Representative

Grade/Level: 4 (N)

Level Associate Specialist

Division: Programs

Department: Processing Support

Section/Unit: Call Center

Primary Purpose

This position is responsible for ensuring quality of incoming and outgoing calls from and to RSC Africa from refugee applicants in the USRAP to answer inquiries and questions, troubleshoot problems, and provide information under the direction of the Call Center Supervisor, in accordance with the USRAP Guidelines, RSC Africa SOPs and Call Center Quality assurance guidelines.


This position reports directly to the Call Center Supervisor**.** **

Essential Duties

  1. Achieves and maintains high performance standard based on a thorough knowledge of and adherence to established RSC Africa, CWS/IRP, DOS/PRM, USCIS, and UNHCR policies and procedures regarding current refugee processing eligibility criteria, database, and file management guidelines, the role of US Resettlement Agencies and refugee producing country conditions.
  2. Assist Call Center Supervisor in call monitoring for Call Center Representatives, to ensure quality assurance and providing feedback on how to improve calls and ensure customer service satisfaction.
  3. Assist Call Center Supervisor with the review of WRAPS to ensure cases are appropriately updated based on received calls, and through QC reports.
  4. Taking calls that are escalated from Call Center Representatives to ensure the matter is handled exhaustedly and well.
  5. Assist Call Center Supervisor and Manager with the development of Call Center scripts based on various case/ call scenarios.
  6. Handle and responsible for all partner inquiries calls channeled through the dashboard.
  7. Assist with outbound calls based on the dashboard queue and reason for call back.
  8. Performs all Call Center representative duties during call surges/traffic or when experiencing shortage of frontline staff.
  9. Assist Call Center Specialist with email management through the Call Center email distro list.
  10. Takes a lead role in projects within Call Center as assigned by Call Center Supervisor, Manger and Specialist including daily workflow planning, providing direction, identifying reporting parameters, setting timelines and completing quality control checks on the project.
  11. Assist Call Center Supervisor confirm that staff have appropriate rights/access to essential folders and databases to facilitate their work.
  12. Assesses daily unit reports and recommends work plans, pipeline reviews and clean-ups.
  13. Takes the lead role in the creation of daily work plans in the absence of the Supervisor or as delegated.
  14. Assists in the development of Call Center onboarding and training procedures and modules as well as assisting in their implementation as required.
  15. Performs additional duties and special assignments as needed to facilitate the efficient operation of the CC at RSC Africa.



Bachelor’s Degree or equivalent is required.


  • Two (2) years of paid work experience is required.
  • 1 year USRAP case processing experience required.
  • Call Center work experience and knowledge preferred.
  • Second language an advantage; Somali, French, Amharic, Kinyarwanda, Kiswahili or Arabic preferred.
  • Working with Interpreters preferred.


  • Strong written and verbal English skills.
  • Demonstrated computer skills, especially Microsoft Word, Excel and Outlook.
  • Strong organizational and time management skills.
  • Strong interpersonal skills.

The Call Center Senior Representative must have the ability to:

  • accurately type 35 wpm with a 93% accuracy rating;
  • communicate effectively both verbally and in writing;
  • follow instructions from the Supervisor with a positive and receptive attitude;
  • deal effectively and courteously with a large number of associates, outside agencies, refugees and members of the general public;
  • conduct oneself in a professional and courteous manner to represent the best interests of RSC Africa and CWS/IRP;
  • maintain a high performance standard with attention to detail;
  • carry out all of the duties of the position efficiently and effectively with minimal supervision;
  • pass the job knowledge assessments with score of 80% or higher; pass a job knowledge assessment in order to be confirmed at the end of probation;
  • work independently and contribute to overall operations of RSC Africa;
  • take initiative in the development and completion of projects;
  • lead others and address issues as they arise;
  • maintain strict confidentiality with RSC Africa administrative and operational information;
  • manage a large and diverse workload under pressure with competing priorities;
  • analyze and solve complex problems and make sound decisions;
  • work well as a team in a multi-cultural environment while maintaining a high level of motivation;
  • effectively manage RSC Africa’s resources;
  • actively participate in the implementation of the U.S. Refugee Admissions Program (USRAP).

Working Conditions

Physical: This position requires bending, sitting, standing, walking, pushing/ pulling, handling objects (manual dexterity), reaching above shoulder level and using fine finger movements.

Environmental: Incumbents in this position will work in an open plan office.

Special Requirements

Certificate of Good Conduct is required before the start of employment.

How to apply

Click on CWS careers site –

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