Call Centre Assistant (Call Operator)

Job Posting Organization:
The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, established to support the successful implementation of peacebuilding, humanitarian, and development projects globally. UNOPS aims to enhance the efficiency, effectiveness, and sustainability of these projects by providing essential services. It operates as a central resource for the UN, offering project management, procurement, and infrastructure services to various governments, donors, and UN organizations. UNOPS has been active in Afghanistan for over 20 years, focusing on delivering projects that improve the lives of the Afghan people. The Afghanistan Country Office (AFCO) is tasked with implementing a wide range of projects across sectors such as humanitarian aid, basic human needs, infrastructure, and HR services, with a mission to exceed stakeholder expectations and improve the lives of those in need.

Job Overview:
The Call Centre Assistant (Call Operator) position is crucial for supporting the Awaaz Afghanistan initiative, which serves as a two-way communication and accountability mechanism for affected populations in Afghanistan. The role involves answering and making calls, sharing information, gathering data, and flagging urgent issues. The operator is expected to handle calls with professionalism, empathy, and confidentiality while ensuring accurate data entry. The position requires proficiency in English, Dari, and Pashto, with knowledge of additional languages being advantageous. The Call Centre operates seven days a week, and the operator must be adaptable to changing shift schedules based on operational needs. The ultimate goal of this role is to strengthen the management processes of the Inter-Agency Information and Accountability Centre (IAIAC) and enhance accountability to affected populations.

Duties and Responsibilities:
The Call Centre Assistant will be responsible for daily call handling, both inbound and outbound, ensuring quality and accurate data entry, and writing clear notes in English. The operator must treat all calls with empathy and respect, especially given the sensitivity of the issues faced by callers. Responsibilities include capturing and relaying accurate information, liaising with supervisors and other operators, attending briefings and training sessions, and maintaining core skills such as active listening and stress management. The operator will also flag information gaps, refer complex enquiries to supervisors, and perform remote call monitoring as needed. Adherence to key performance indicators (KPIs), Standard Operating Procedures (SOPs), and office regulations is essential.

Required Qualifications:
Candidates must possess secondary education as a minimum requirement, with a university degree in information management, information technology, statistics, or related fields considered an asset. A minimum of four years of relevant experience in humanitarian contexts, call centre operations, data collection, or program functions is required. Proficiency in using computers, datasets, and Microsoft Office, particularly Excel, is necessary. Experience in handling customer inquiries in a call centre environment, as well as knowledge of gender sensitivity, gender-based violence, and communication with disaster-affected populations, is desired.

Educational Background:
The educational background required for this position includes at least secondary education, with a preference for candidates holding a university degree in relevant fields such as information management, information technology, or statistics. This educational foundation is essential for understanding the complexities of data management and communication in a humanitarian context.

Experience:
The position requires a minimum of four years of relevant experience in a humanitarian context, specifically in roles related to call centre operations, data collection, or program functions. Candidates should have experience in using computer systems and software, particularly Microsoft Excel, to manage and analyze data effectively. Desired experience includes working in a call centre environment and familiarity with issues related to gender sensitivity and communication with affected populations.

Languages:
Fluency in English is mandatory, along with fluency in Dari and Pashto. Knowledge of additional languages, such as Uzbek or Turkmen, is considered an asset and may enhance the candidate's suitability for the role.

Additional Notes:
The contract type for this position is a Local ICA Contract at level LICA 4, with an ongoing open-ended duration subject to organizational requirements, availability of funds, and satisfactory performance. UNOPS emphasizes diversity and equal employment opportunities, encouraging applications from qualified women and underrepresented groups. The organization is committed to providing reasonable accommodations for candidates during the assessment process. All personnel are expected to adhere to UNOPS policies and demonstrate an understanding of the Sustainable Development Goals (SDGs). Background checks are conducted on all potential personnel, and recruitment is contingent on the results of these checks.