Call Centre Assistant

Organizational Context

The Asia Pacific Regional Office oversees UNOPS operations across 17 countries, focusing on strategic leadership and operational excellence. The South Asia Multi-Country Office (SAMCO) supports operations in six countries, including Pakistan, delivering services in climate change, WASH, infrastructure, and procurement. UNOPS has been a partner in Pakistan since 1999, supporting SDGs through essential service delivery and infrastructure improvements.

Job Purpose

The Call Centre Assistant (Call Operator) will support the Call Centre Team by handling inbound and outbound calls, providing information, and gathering data from callers. This role is crucial for strengthening and streamlining helpline management processes, contributing to the overall objective of enhancing accountability to affected populations in Pakistan. The position requires accurate data entry and the ability to identify and flag urgent issues to supervisors. The helpline operates seven days a week, and shift schedules may vary based on operational needs, requiring flexibility from the incumbent.

Responsibilities

The Call Centre Assistant is responsible for daily inbound and outbound call handling, ensuring professional and sensitive communication with callers. This includes accurately inputting data, writing concise caller notes in English, and maintaining confidentiality and data protection principles. The role requires displaying empathy, respect, and dignity, especially when dealing with distressing calls. The Assistant will capture and relay accurate information to callers, liaise with supervisors and other operators for complex queries, and attend necessary briefings and training sessions. They will also be responsible for identifying and flagging information gaps to their supervisor and referring inquiries that fall outside the scope of established guidelines to the supervisor for further action.

Work Experience

A minimum of four years of relevant experience in a humanitarian context is required with a secondary education. Experience in call centre operations, handling customer inquiries, and working with datasets and linked applications is also necessary. Experience with forcibly displaced populations, gender sensitivity, and Google Suite applications is desirable.

Skills

Problem Solving, Active Listening, Effective Communication, Data Entry, Professional Call Handling, Empathy, Confidentiality.

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