Call Centre Assistant

Job Posting Organization:
UNOPS (United Nations Office for Project Services) is an operational arm of the United Nations, established in 199

• The organization focuses on project management, procurement, and infrastructure development to support the implementation of sustainable development solutions. UNOPS operates in over 80 countries, providing services that enhance efficiency and reduce risk in project delivery. The organization is committed to achieving the Sustainable Development Goals (SDGs) and works closely with various stakeholders, including governments, development partners, and UN agencies, to build resilient communities and improve lives.

Job Overview:
The Call Centre Assistant will play a crucial role in the UNHCR Humanitarian Helpline Project, which aims to provide essential support to affected populations in Pakistan. This position involves answering and making calls, sharing information, and gathering data from callers. The Call Centre Assistant will be responsible for accurate data entry and flagging urgent issues to supervisors. The role requires proficiency in both written and spoken English, as well as fluency in Dari, to effectively communicate with diverse populations. The Call Centre operates seven days a week from 8 am to 8 pm, and shift schedules may vary based on operational needs. The overall objective of this position is to strengthen accountability to affected populations and improve the management processes of the helpline.

Duties and Responsibilities:
The Call Centre Assistant will handle both inbound and outbound calls, ensuring that all interactions are conducted with empathy, respect, and professionalism. Key responsibilities include:

• Managing daily call operations, including answering queries and providing information to callers.
• Accurately inputting data and maintaining clear and concise records of caller interactions.
• Identifying and flagging urgent issues to supervisors for immediate attention.
• Adhering to confidentiality and data protection principles while handling sensitive information.
• Participating in training and quality assurance sessions to improve performance.
• Collaborating with team members to ensure effective communication and information sharing.
• Referring complex inquiries to supervisors when necessary.
• Demonstrating problem-solving skills and active listening during calls.
• Maintaining a high standard of professionalism and integrity in all interactions.

Required Qualifications:
Candidates must possess a minimum of secondary education. A university degree in information management, information technology, statistics, or related fields is preferred and may substitute for some required experience. Additionally, candidates should have a strong understanding of humanitarian principles and the ability to work effectively in a team-oriented environment. Skills in data management and familiarity with call centre operations are highly desirable. Candidates should also demonstrate a commitment to diversity and inclusion in their work.

Educational Background:
The minimum educational requirement for this position is secondary education. However, a university degree in relevant fields such as information management, information technology, or statistics is considered an asset and may replace some years of required experience. This educational background will provide the necessary foundation for understanding the technical aspects of the role and the operational context of UNOPS.

Experience:
Candidates are required to have a minimum of four years of relevant experience in a humanitarian context if they possess only secondary education. Experience in a call centre or similar customer service role is essential, particularly in handling inquiries and managing data. Desired experience includes working with forcibly displaced populations, understanding gender sensitivity issues, and familiarity with UN referral pathways. Proficiency in using Google Suite applications is also highly desirable, as is experience in development or humanitarian contexts.

Languages:
Proficiency in English at an intermediate level is mandatory, while fluency in Dari is required. Knowledge of additional languages may be considered an asset, but the primary focus will be on effective communication in English and Dari to serve the diverse population of callers effectively.

Additional Notes:
This position is classified as entry-level and falls under the ICA - LICA - Support - Regular contract type. The initial contract duration is until 30 September 2026, with the possibility of extension based on performance and funding availability. The role requires flexibility in shift scheduling, as operational needs may dictate changes. UNOPS emphasizes a commitment to diversity and equal employment opportunities, encouraging applications from underrepresented groups. The organization also conducts background checks on all final candidates to ensure a safe and respectful working environment.