Call Center Assistant

Role Purpose

UNOPS is seeking a Call Centre Assistant (Call Operator) to support the Call Centre Team to be responsible for answering and making calls, sharing information with and gathering information from callers with accurate data entry, and flagging urgent issues. The Operator must have proficiency in written and spoken English. Knowledge of Dari is essential. The outcome of this consultancy is to further strengthen and streamline the helpline management processes as part of its overall objective to strengthen accountability to affected populations in Pakistan. The Helpline is currently open seven days per week, from 8 am to 8 pm; Shift schedules are open to change depending on operational requirements.

Functions / Key Results Expected

The key functions include:

• Call handling, information sharing and information gathering, inputting data accurately and informing supervisor of urgent issues/cases
• Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles
• Implementation of protection standards as trained and advised
• Functional responsibilities:
• The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management
• Daily call handling (inbound and outbound)
• Ensuring quality and accurate data entry - writing clear and concise caller notes in English, ensuring a rapid call handling
• Ensure that all calls are treated with the degree of empathy, respect, dignity, and understanding commensurate with the sensitivity of the call and the vulnerability of the caller
• Dealing with distressing calls professionally
• Capture and relay of accurate and timely information to callers in a professional manner
• Liaise with supervisors and other operators to provide relevant information to callers when needed
• Attend briefings, meetings, training, quality assurance performance improvement sessions called by supervisors
• Flag information gaps to supervisor
• Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action

profile   Skills

Problem Solving, Active listening, Effective communication.

Education Requirements

Required:

Secondary education is required

Desired:

A university degree preferably in information management, information technology, statistics, or any other related fields is considered an asset and may replace some of the years of required experience.

Experience Requirements

Required:

• With Secondary education, a minimum of four years of relevant experience in humanitarian context
• Experience working in a call centre or other related field handling customer enquiries
• Experience in datasets, and linked applications is required

Desired:

• Experience in working with forcibly displaced population.Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways
• Working knowledge of protection issues, communicating with forcibly displaced populations , disaster affected populations, and accountability to affected populations
• Experience in google suite applications (docs,sheets, slides) is highly desirable
• Experience in development or humanitarian contexts is desirable

Language Requirements

English, Intermediate, Required.

Pashto, Fluent, Required.

offer  

Opportunities for learning and growth

• Commitment to Excellence: Our support extends to all personnel at every level of the organization.
• Ongoing Development: We provide ongoing opportunities to help our people learn, develop, and excel at their jobs.
• State-of-the-Art Learning: Access a wide range of learning through our blended learning programmes, covering Leadership development and Personal and professional development.
• Key Credentials: Opportunities to benefit from Internationally recognized technical certifications and Membership to professional associations in various areas.
• Internal Culture: We foster an environment that encourages and supports knowledge sharing and collaboration.