Call Centre Operator

Erbil, Iraq
Apply by 15 August 2018
Mid-level , Full-time staff position
Posted on 5 August 2018

Job Description

UNOPS | Roster System

Functional Responsibilities

Under the direct supervision of the Call Centre Supervisor, the Call Centre Operator will perform the following duties with effectiveness, transparency, and integrity:

  • Liaise with supervisors, other operators, and third parties to gather information and resolve issues
  • Handle calls in a timely and professional manner, including distressing calls. Ensure that all calls are treated with the degree of empathy, respect and understanding commensurate with the sensitivity of the call and the vulnerability of the caller
  • Write clear and concise caller notes in English, ensuring a rapid call handling time
  • Ensure data entry is accurate
  • Build and foster an effective workplace environment
  • Attend briefings, meetings, and trainings called by supervisors
  • Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities
  • Relay accurate and timely information to callers in a professional manner
  • Flag information gaps and call trend analysis to supervisors. Ensure that enquiries that fall beyond the scope of developed scripts and guidance notes are referred to the supervisor for further action
  • Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times
  • Be flexible in undertaking the duties and responsibilities attached to their job; incumbents may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility.

Female applicants are strongly recommended to apply.

Competencies

Strategic perspective: Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization.(for levels IICA-2, IICA-3, LICA Specialist- 10, LICA Specialist-11, NOC, NOD, P3, P4 and above)

Integrity: Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Leading self and others: Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles.

Partnering: Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).

Results Orientation: Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.

Agility: Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.

Solution Focused: Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.

Effective Communication: Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Education/Experience/Language requirements

  • A first level of university degree in a relevant field.
  • A minimum of 2 years of relevant working experience in a call centre or other related field handling customer enquiries required
  • Experience in usage of computers and office software packages (Word, Excel, Outlook), advance knowledge of automated procurement systems, and experience in handling of web based management systems.
  • Fluency in both English and Arabic is required.
  • Knowledge of Kurdish will be an advantage.

Contract type, level and duration

  1. Contract type: Local ICA Support
  2. Contract level: LICA 6
  3. Contract duration: Ongoing ICA – ‘Open-ended, subject to organizational requirements, availability of funds and satisfactory performance.’


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 Considerations

  • Please note that the closing date is midnight Copenhagen time
  • Applications received after the closing date will not be considered.
  • Only those candidates that are short-listed for interviews will be notified.
  • Qualified female candidates are strongly encouraged to apply.
  • Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
  • The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.

It is the policy of UNOPS to conduct background checks on all potential recruits/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.

About the Organization

UNOPS | Roster System

Background Information - UNOPS

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.


Background Information - Job-specific

UNOPS supports the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage project e and procurement in a sustainable and efficient manner.

Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations.

With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale.

With conflict occurring in much of Iraq, interrupting commercial routes, the public distribution system, planting and harvesting cycles, and the functioning of health care facilities, as many as nine million people could be affected by the growing crisis.

The humanitarian community is rapidly scaling up its capacities to respond to this crisis. Most UN agencies and NGOs have deployed additional staff and the UN Office for the Coordination of Humanitarian Affairs (OCHA) has re-opened a country office in Iraq. Meeting people’s most basic needs such as shelter, food, water, medical care and safety is a top priority for the humanitarian community, as is communicating with affected communities.

A national toll-free hotline for populations affected by the recent displacements in Iraq was established in July 2015 by an inter-agency team of UN agencies and NGOs. The hotline provides information about humanitarian aid such as food distribution points, medical services, and shelter options. The call centre also registers and refers urgent needs, feedback and complaints, and provides a mechanism by which beneficiaries of humanitarian relief can convey their feedback, suggestions, and concerns about the efficacy of aid programs.

Callers can dial a toll-free number on their mobile phones and be routed to an answering service. Callers will select their language (Arabic, Kurdish, or English) and specify whether they wish to speak to a woman or a man.

The Call Centre Operator will be responsible for answering calls, sharing, and gathering information from callers. The Operator must be proficient with written and spoken English, and Arabic. Kurdish fluency is preferred but not required. The Operator should be proficient with computers and able to enter data accurately and quickly. The Operator should handle calls with sensitivity, confidentiality, and patience, especially when dealing with potentially traumatic phone calls. The Call Center Operator will report directly to the Call Centre Supervisor.

The contract term is for an initial six (6) month pilot period. Subject to positive performance reviews and the availability of funds, contracts will be extended for further period.

UNOPS is committed to achieving a truly diverse workforce.

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