Call Centre Assistant(Call Centre Operator)

4 weeks ago

Islamabad, Islamabad, Pakistan UNOPS Full time
Application period 21-May-2025 to 01-Jun-2025
Functional Responsibilities:

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

  1. Handle daily inbound and outbound calls;
  2. Ensure quality and accurate data entry, writing clear and concise caller notes in English for rapid call handling;
  3. Treat all calls with empathy, respect, dignity, and understanding, considering the sensitivity and vulnerability of callers;
  4. Handle distressing calls professionally;
  5. Capture and relay accurate and timely information to callers professionally;
  6. Liaise with supervisors and other operators to provide relevant information as needed;
  7. Attend briefings, meetings, training, and quality assurance sessions called by supervisors;
  8. Identify and flag information gaps to supervisors;
  9. Refer inquiries beyond the scope of scripts, intake forms, and guidance notes to supervisors for further action.
Education/Experience/Language Requirements:
Education:
  • Secondary education is required.
  • A university degree in information technology, information management, statistics, or relevant fields is an asset and may substitute some experience.
Experience:

Required:

  • At least four years of relevant experience in a humanitarian context;
  • Experience working in a call centre or related field handling customer inquiries;
  • Experience with datasets and linked applications is required.

Desired:

  • Experience working with forcibly displaced populations;
  • Knowledge of gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening, basic counseling, and UN referral pathways;
  • Understanding protection issues, communicating with displaced populations, disaster-affected populations, and accountability to affected populations;
  • Experience with Google Suite applications (Docs, Sheets, Slides) is highly desirable.
Language Requirements:
  • Fluency in English and Urdu is required;
  • Intermediate proficiency in Dari and/or Pashto is required;
  • Other languages such as Uzbek, Arabic, etc., are desired.

Think big. Meet challenges head-on. Help people build better lives.

UNOPS embraces diversity and is committed to equal employment opportunities. Our workforce includes people from various nationalities, cultures, and backgrounds, speaking multiple languages, with different gender identities, sexual orientations, and abilities.

We encourage women and candidates from underrepresented groups, including racialized and indigenous peoples, minority gender identities and sexual orientations, and persons with disabilities, to apply. Click 'apply' and join us

Remarks: Please note that only shortlisted candidates will be contacted for the next stages of the selection process.

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