Call Centre Assistant (Call Operator) – Roster Position

• Location: Afghanistan
• Organization: UNOPS
• Salary: N/A
• Vacancy No: VA/2023/B5101/27100
• Gender: Both
• Deadline: 26 December 2023

Job categories Communications

Vacancy code VA/2023/B5101/27100

Department/office AR, AFCO, Afghanistan

Duty station Kabul, Afghanistan

Contract type Local ICA Support

Contract level LICA-4

Duration Ongoing ICA – ‘Open-ended, subject to organizational requirements, availability of funds and satisfactory performance

Application period 26-Nov-2023 to 26-Dec-2023

Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement.

Functional Responsibilities

The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook:

⦁ 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.
⦁ Maintain and advance core skills (active listening, stress management, etc) as directed by the management;
⦁ Flag information gaps to supervisors;
⦁ Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action;
⦁ Perform remote call monitoring (RCM) when needed
⦁ Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP) and Office rules and regulations; and

Education/Experience/Language requirements

Education

⦁ Secondary education is required; university degree preferably in information management, information technology, statistics, or any other related fields is considered an asset.

Experience

Required:
⦁ A minimum of four years of relevant experience in humanitarian context, call centre (call operator), data collection or programm functions is required.
⦁ Experience in usage of computer, datasets, and Microsoft Office software package (MS Excel especially) is required

Desired

⦁ Experience working in a call centre or other related field handling customer enquiries;
⦁ Experience in gender sensivity, gender-based violence, sexual exploitaon and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways;
⦁ Working knowledge of protection issues, communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure

Languages

⦁ Fluency in English is required
⦁ Dari and Pashto intermediate required.
⦁ Other languages are desired (Uzbaki, Turkmani, Pashai, Urdu…etc)