Call Centre Assistant (Call Operator)

Job Posting Organization:
The United Nations Office for Project Services (UNOPS) was established in 1999 and operates globally to support sustainable development initiatives. UNOPS aims to assist governments and organizations in achieving the Sustainable Development Goals (SDGs) by providing efficient services in development programming, particularly in areas such as Climate Adaptation, Basic Service Delivery, and Energy Efficiency. The organization is committed to promoting diversity and inclusion within its workforce, encouraging applications from underrepresented groups, including women, racialized and indigenous groups, and individuals with disabilities. UNOPS Pakistan operates as part of the Sri Lanka Multi-Country Office in the Asia Pacific Region, focusing on delivering impactful services to enhance development outcomes in the country.

Job Overview:
The Call Centre Assistant (Call Operator) position at UNOPS is designed to support the Call Centre team in managing communications effectively. The primary responsibilities include answering and making calls, sharing information, gathering data from callers, and ensuring accurate data entry. The role is crucial for enhancing the helpline management processes, which aim to strengthen 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 successful candidate will be expected to handle calls professionally, display empathy and sensitivity, and adhere to confidentiality and data protection principles. This position is integral to achieving the objectives of the helpline by ensuring effective communication and support to callers, particularly those in vulnerable situations.

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 with professionalism; ensuring quality and accurate data entry by writing clear and concise notes in English; treating all calls with empathy, respect, and dignity; managing distressing calls with professionalism; capturing and relaying accurate information to callers; liaising with supervisors and other operators to provide relevant information; attending briefings, meetings, and training sessions as required; flagging information gaps to supervisors; and referring inquiries that exceed the scope of established 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 secondary education as a minimum requirement. 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. Additionally, candidates should demonstrate a strong commitment to ethical standards and organizational norms, with a focus on diversity and inclusion. The ability to handle sensitive information with confidentiality and professionalism is essential.

Educational Background:
The educational background required for this position includes at least secondary education. A university degree in a relevant field such as information technology, information management, or statistics is preferred and may be used to offset some years of required experience. This educational foundation is critical for understanding the technical aspects of the role and effectively managing data and communications.

Experience:
Candidates must have a minimum of four years of relevant experience in a humanitarian context. Experience in a call centre or a related field that involves handling customer inquiries is essential. Familiarity with datasets and linked applications is also required. Desired experience includes working with forcibly displaced populations, understanding gender sensitivity issues, and knowledge of UN referral pathways. Proficiency in using Google Suite applications (Docs, Sheets, Slides) is highly desirable, as it will facilitate effective data management and communication.

Languages:
Fluency in English and Urdu is mandatory for this position. Additionally, intermediate proficiency in Dari and/or Pashto is required. Knowledge of other languages such as Uzbek or Arabic is considered an asset, as it may enhance communication with diverse populations and improve service delivery.

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 the importance of diversity and equal employment opportunities, encouraging applications from qualified women and underrepresented groups. Candidates should be aware 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. Additionally, all personnel are expected to adhere to UNOPS policies and demonstrate an understanding of the Sustainable Development Goals (SDGs) in their work.