Call Centre Assistant (Call Operator)

Organizational Context

The United Nations Office for Project Services (UNOPS) Asia Pacific Regional Office oversees operations in 17 countries, focusing on infrastructure, health, procurement, and project management. The Afghanistan Country Office (AFCO) specifically supports life-saving initiatives and basic human needs, including managing cash-for-work programs and emergency supplies. This role is situated within the Afghanistan Inter-Agency Information and Accountability Centre (Awaaz Afghanistan), a vital humanitarian helpline.

Job Purpose

The Call Centre Assistant (Call Operator) is essential for facilitating two-way communication between affected populations and humanitarian actors within the Afghanistan Inter-Agency Information and Accountability Centre (Awaaz Afghanistan). This role directly supports the Call Centre Team by managing inbound and outbound calls, accurately gathering and disseminating information, and ensuring precise data entry. By adhering to established procedures and maintaining sensitivity, neutrality, and confidentiality, the incumbent contributes significantly to strengthening accountability mechanisms, streamlining management processes, and ensuring that humanitarian aid is responsive to the needs of the affected population in a complex crisis environment.

Responsibilities

The Call Centre Assistant is responsible for efficient daily inbound and outbound call handling, ensuring empathetic and respectful communication with callers, and maintaining accurate caller notes. This includes implementing protection standards, adhering to confidentiality, and escalating urgent issues or information gaps to supervisors. The role also involves ensuring quality and accuracy in data entry into relevant systems, referring complex inquiries appropriately, and potentially performing remote call monitoring. Adherence to key performance indicators (KPIs) and Standard Operating Procedures (SOPs) is critical. Additionally, the assistant must attend required briefings and training sessions, actively develop core skills like active listening and stress management, and contribute to the overall improvement of management processes within the center.

Work Experience

A minimum of four years of relevant experience is required, preferably in a humanitarian context, call center operations, or data collection. Proficiency in using computers, datasets, and Microsoft Office, particularly Excel, is essential. Experience in customer service, gender sensitivity, and communication with disaster-affected populations is desirable.

Skills

Communication, Data Entry, Information Management, Microsoft Excel, Stress Management, Active Listening

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