Call Centre Assistant

Job Description

Under the UNHCR Helpline Project, Call Centre Assistant is required for answering and making calls.

The project will operate as part of the one UN system, and focus around digitisation of basic services and messages, with a particular focus on marginalised groups. Further details on the project will be shared during the advanced stages of the recruitment process.

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.

The key functions include:

● 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

Functional responsibilities:

• 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 supervisor 
• Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action

About the Organization

United Nations Office for Project Services