Call Centre Assistant

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

About The Region
The Asia Pacific Regional Office, based in Bangkok, Thailand, provides strategic leadership and oversight for UNOPS operations across 17 countries, ensuring high performance, operational excellence, and alignment with organizational goals. Operations currently span Afghanistan, Bangladesh, Cambodia, China, India, Indonesia, Lao PDR, Myanmar, Nepal, Papua New Guinea, Pakistan, the Philippines, Sri Lanka, Thailand, Vietnam, and the Pacific Islands. Across these countries, we work closely with key stakeholders to strengthen partnerships and maximize impact through five main operating units: Afghanistan (AFCO), Myanmar (MMCO), South Asia Multi-Country Office (SAMCO), East Asia and Pacific Multi-Country Office (EAPMCO), and the Asia Regional Health Cluster (ARHC). Through these entities, we provide agile, client-focused service delivery across diverse sectors - including infrastructure, health, procurement, and project management - supporting the implementation of sustainable development solutions across the region.

About The Country/Multi-Country Office
The South Asia Multi-Country Office (SAMCO) supports UNOPS operations across six countries: Bangladesh, India, the Maldives, Nepal, Pakistan, and Sri Lanka. SAMCO delivers a broad range of services and technical expertise in climate change, water, sanitation and hygiene (WASH), infrastructure, procurement, human resource management, and fund management. Each country office is staffed with local technical experts and maintains strong partnerships with national governments, ensuring context-specific solutions and effective project implementation.

About The Project Office
Since 1999, UNOPS has been a committed partner in Pakistan, supporting the country's progress toward the Sustainable Development Goals (SDGs). UNOPS focuses on delivering essential services, including strengthening health systems, expanding access to WASH facilities in remote areas, and improving infrastructure for schools and communities. We also support emergency response efforts, delivering critical medical supplies and essential services during times of crisis. Through close collaboration with the Government of Pakistan, development partners, donors, and UN agencies, UNOPS works to build resilient, sustainable communities. Leveraging expertise in project management, procurement, human resources, and infrastructure, we provide tailored solutions that enhance efficiency, reduce risk, and maximize development impact.

Job Specific Context

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.

Role Purpose

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

Functions / Key Results Expected

*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

Skills
Communication, Problem Solving, Active listening

Competencies

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

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.

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).

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.

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.

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.

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 Requirements

*Required*

• Secondary school (or equivalent) with 4 years of relevant experience OR

Desired

• Bachelor's degree (or equivalent) in any discipline with 0 years of relevant experience is required.

*Required*
Experience Requirements

• A minimum of four years of relevant experience in humanitarian context
• Experience working in a call centre or other related field handling customer enquiries;
• Experience in datasets, and linked applications is required

Desired

• Experience in working with forcibly displaced population.Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways
• Working knowledge of protection issues, communicating with forcibly displaced populations , disaster affected populations, and accountability to affected populations
• Experience in google suite applications (docs,sheets, slides) is highly desirable

Language Requirements

LanguageProficiency LevelRequirementPashtuIntermediateRequiredDariIntermediateRequired

Additional Information

• Please note that UNOPS does not accept unsolicited resumes.
• Please note that UNOPS will at no stage of the recruitment process request candidates to make payments of any kind.
• Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement. Applications received after the closing date will not be considered.
• Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.
• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
• Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.
• We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

Terms and Conditions

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post.
• For retainer contracts, you must complete a few mandatory courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here.
• For more details about the contract types, please click here.
• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.
• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.