Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) in Ukraine is seeking qualified professionals for the project “ Good Financial Governance (GFG) III ” for its office in Kyiv to fill the positions of the Contact center expert – STS Service Centers Reform, consulting for the Principal Office of the State Tax Service of Ukraine in Kyiv The Ukrainian-German technical cooperation Project “Good Financial Governance III” (the Project) was launched in 2019. It is supported by the German Ministry for Economic Cooperation and Development (BMZ). The projeсt is implemented by the Deutsche Gesellschaft für Internationale Zusammenarbeit (GIZ) GmbH.One of the areas of technical assistance of the project is improving the HR capacities of the core public finance institutions – the Ministry of Finance and the State Tax Service of Ukraine. Scope of Work: 1. Consulting on organizational issues related to the establishment and operations of the contact center; 2. Consulting on technical issues related to the establishment and operations of the contact center, in particular, the selection of equipment, software, and telephone lines that meet the needs of the contact center; 3. Development of the Terms of Reference (TOR) for the creation and operation of the contact center, which will include the following components: design and implementation of the telephony system and management of business processes related to the processing of telephone calls; a description of the tasks with their details; a description of the stages of work performance (with an indication of technical characteristics and functional capabilities) and their sequence (with an indication of the implementation dates and stages of the project); requirements for the information security system, ensuring information protection; requirements for equipment, software, calculation of communication channels, telephone lines (IR-telephony) and operators, development of telephone line connection schemes; a description of the use of databases with a clear list of procedures; detailed algorithms and scenarios for routing calls and content (schema of routing calls and processing content of the communication system); development of operators' work scenarios; requirements for testing the telephony system of the contact center; requirements for technical support of the telephony system and instructions for operators; 4. Training and counseling of management and employees of the contact center, including the development of a system of training, certification, control, methods of processing citizens' appeals, as well as staff motivation; 5. Reporting on each stage of work and development of relevant documents. Deliverables: Approved functional model of the contact center; Approved structure of the contact center; Approved Terms of Reference for establishment and operations of the contact center; Provided recommendations regarding software, equipment, telephony system, and other technical issues related to the operation of the contact center; Approved budget. Requirements: The Expert must: Be able to comply with the required scope of work and deliverables; Have a satisfactory record of integrity and business ethics; Be qualified and eligible to be contracted under applicable laws and regulations. He or She possesses proven: Master's degree in public administration, communications, or equivalent; At least 5 years of experience in the field of public communications; Experience of working in a contact center in a managerial position; Experience in working with relevant software; Awareness of the agenda, activities, and projects of the Ministry of Finance of Ukraine, the State Tax Service of Ukraine; The ability to conclude contracts by current legislation; Civil service experience will be an advantage; Experience in public finance management would be an advantage. Timeline 01.09.2022 – 30.11.2022 Please indicate “Contact center expert – STS Service Centers Reform” in the subject of the email. Application Application comprising of the candidate's CV and a cover letter in the English language explaining the motivation to apply for the job is to be sent until COB 25 August 2022, Thursday.