Back Call Centre Assistant(Call Centre Operator)

Background Information - Pakistan

The United Nations Office for Project Services (UNOPS) aims to make significant strides in promoting sustainable development, aiding the federal and provincial government in SDGs attainment, and establishing itself as a reliable provider of efficient services for development programming around Climate Adaptation, Basic Service Delivery and Energy Efficiency. Operational since 1999, UNOPS Pakistan (Project Office) is part of the Sri Lanka Multi-Country Office in the Asia Pacific Region.

Background Information - Job-specific

Purpose and Scope of Assignment

UNOPS is seeking a Call Centre Assistant (Call Operator) to support the Call Centre team to be responsible for answering and making calls, sharing information with and gathering information from callers with accurate data entry, and flagging urgent issues. The Operator must be proficient with written and spoken English and Urdu. Knowledge of Pashtu and/or Dari is essential. The outcome of this consultancy is to further strengthen and streamline the helpline management processes as part of its overall objective to strengthen accountability to affected populations in Pakistan.
The Helpline is currently open seven days per week, from 8 am to 8 pm; Shift schedules are open to change depending on operational requirements.

Result of this function achieves Helpline’s objectives through the provision of:

Call handling, information sharing and information gathering, inputting data accurately and informing supervisor of urgent issues/cases;

Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles;

Implementation of protection standards as trained and advised;

The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management.

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.

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.

Desired:

Experience in working with forcibly displaced population.

Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways;

Working knowledge of protection issues, communicating with forcibly displaced populations , disaster affected populations, and accountability to affected populations.

Experience in google suite applications (docs, sheets, slides) is highly desirable.

Contract type: ICA Contract level: L-ICA 4 Local ICA Support

Contract duration: Open ended subject to performance and organizational requirement

For more details about the ICA contractual modality, please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

Additional Information

Please note that UNOPS does not accept unsolicited resumes.

Applications received after the closing date will not be considered.

Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.

UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.

Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.

We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

Terms and Conditions

For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post.

For retainer contracts, you must complete a few Mandatory Courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. For more information on a retainer contract here.

All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.

It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.