Call Centre Assistant (Call Operator)

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Position Title: Call Centre Assistant (Call Operator)
Location: Islamabad
Country: Pakistan
Deadline Date: Not specified

Job Details

Job Posting Organization:
The United Nations Office for Project Services (UNOPS) was established in 1999 with the mission to support sustainable development and aid governments in achieving the Sustainable Development Goals (SDGs). UNOPS operates in multiple countries, including Pakistan, where it focuses on development programming related to Climate Adaptation, Basic Service Delivery, and Energy Efficiency. The organization aims to provide efficient services and strengthen accountability to affected populations, ensuring that its operations align with humanitarian standards and ethical norms.

Job Overview:
The Call Centre Assistant (Call Operator) position at UNOPS is crucial for supporting the Call Centre team in managing communications effectively. The role involves answering and making calls, sharing and gathering information, and ensuring accurate data entry. The operator will work to strengthen the helpline management processes, which are essential for accountability to affected populations in Pakistan. The helpline operates seven days a week from 8 am to 8 pm, and the operator must be flexible with shift schedules based on operational needs. The position requires proficiency in English and Urdu, with knowledge of Pashtu and/or Dari being essential. The operator will handle calls with empathy and professionalism, ensuring that sensitive information is managed according to confidentiality and data protection principles. The overall goal is to enhance the quality of service provided to callers and to ensure that urgent issues are flagged appropriately to supervisors.

Duties and Responsibilities:
The Call Centre Assistant will be responsible for a variety of tasks, including but not limited to: handling daily inbound and outbound calls, ensuring quality and accurate data entry, writing clear and concise notes in English, treating all calls with empathy and respect, managing distressing calls professionally, capturing and relaying accurate information to callers, liaising with supervisors and other operators for relevant information, attending briefings and training sessions, flagging information gaps to supervisors, and referring inquiries that exceed the scope of developed scripts to supervisors for further action. The operator must maintain transparency and integrity in all interactions and adhere to humanitarian standards for information management.

Required Qualifications:
Candidates must possess a minimum of four years of relevant experience in a humanitarian context, with experience in a call centre or a related field handling customer inquiries. Familiarity with datasets and linked applications is required. Desired qualifications include experience working with forcibly displaced populations, knowledge of gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways. A working knowledge of protection issues and accountability to affected populations is also desirable. Proficiency in Google Suite applications (Docs, Sheets, Slides) is highly preferred.

Educational Background:
Secondary education is required for this position. A university degree in information technology, information management, statistics, or a related field is considered an asset and may substitute for some years of relevant experience. This educational background will help the candidate to effectively manage the technical aspects of the role and contribute to the overall objectives of the Call Centre.

Experience:
The position requires a minimum of four years of relevant experience in a humanitarian context, particularly in roles that involve direct communication with affected populations. Experience in a call centre environment or similar customer service roles is essential, as is familiarity with data management and analysis. Candidates with experience working with vulnerable populations, particularly forcibly displaced individuals, will be given preference. Additional experience in gender sensitivity and protection issues will enhance a candidate's suitability for this role.

Languages:
Fluency in English and Urdu is mandatory for this position. Intermediate proficiency in Dari and/or Pashto is required, as these languages are essential for effective communication with diverse populations. Knowledge of additional languages such as Uzbek or Arabic is considered a plus and may enhance the candidate's ability to serve a broader range of callers.

Additional Notes:
The contract type for this position is an Individual Contractor Agreement (ICA) at the L-ICA 4 Local ICA Support level. The contract duration is open-ended, subject to performance and organizational requirements. UNOPS emphasizes diversity and equal employment opportunities, encouraging qualified women and candidates from underrepresented groups to apply. The organization is committed to providing reasonable accommodations for candidates during the assessment process. It is important to note that UNOPS does not accept unsolicited resumes, and applications received after the closing date will not be considered. Only shortlisted candidates will be contacted for further assessments.