Call Centre Assistant (Call Operator)

Volunteering Interpretation & Translation

Overview

Support the Call Centre Team by handling calls and assisting with information gathering.

You have:

• Proficient in written and spoken English and Urdu.
• Knowledge of Pashtu and/or Dari is essential.
• Experience handling customer enquiries, especially in a call centre environment.
• Ability to handle distressing calls professionally.
• Familiarity with humanitarian standards for information management.
• Available to work shift schedules.
• Experience as a Dari translator or interpreter is a plus.
• Capable of writing clear and concise caller notes in English.

Contract

This is a UNV National Specialist contract. This kind of contract is known as National UN Volunteer. It is normally only for nationals. More about UNV National Specialist contracts.

The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, supporting the successful implementation of its partners' peacebuilding, humanitarian and development projects around the world. Mandated as a central resource of the United Nations, UNOPS provides sustainable project management, procurement and infrastructure services to a wide range of governments, donors and United Nations organisations. With over 6,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, where they need it. By implementing around 1,000 projects for our partners at any given time, UNOPS makes significant contributions to results on the ground, often in the most challenging environments.

Background Information – Pakistan.

The United Nations Office for Project Services (UNOPS) aims to make significant strides in promoting sustainable development, aiding the federal and provincial government in SDGs attainment, and establishing itself as a reliable provider of efficient services for development programming around Climate Adaptation, Basic Service Delivery and Energy Efficiency. Operational since 1999, UNOPS Pakistan (Project Office) is part of the Sri Lanka Multi-Country Office in the Asia Pacific Region.

Background Information- Job Specific

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.

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..

Result of this function achieves Helpline’s objectives through the provision of:

● 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;

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 supervisors; ● Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action;

Integrity & Inclusion Partnering Results Orientation Agility Solution Focused Effective Communication

Experience as Dari translator/interpreter and/or call centre or other related field handling customer enquiries.

As this is a national UNV assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials.

UNV Field Unit will help you open a Pak rupee bank account with Standard Chartered Bank or any other local bank at your duty station.

Apply now

Potential interview questions

Added 10 months ago - Updated 10 months ago - Source: unv.org