Call Centre Assistant (Call Operator) - Roster Position

Contract

This is a LICA-4 contract. This kind of contract is known as Local Individual Contractor Agreements. It is normally only for nationals. It's an external contract. It usually requires 4 years of experience, depending on education. More about LICA-4 contracts.

Background Information - UNOPS

UNOPS – an operational arm of the United Nations – supports the achievement of the Sustainable Development Goals (SDGs) by successfully implementing its partners’ peacebuilding, humanitarian, and development projects around the world. Our mission is to help people build better lives and countries achieve peace and sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management, and human resources.

Working with us We are proud of our people. With a wealth of knowledge and skills in various disciplines – engineering, finance, human resources, ICT, leadership, project management, procurement, and more – they help tackle some of the biggest challenges of our time. Their work around the world supports progress toward the Sustainable Development Goals (SDGs).

At UNOPS, we offer a range of short- and long-term opportunities in various environments and duty stations – from Denmark and Kenya to Mexico, Switzerland, Myanmar, Senegal, Uganda, and many more.

Diversity With over 5,000 UNOPS personnel and approximately 7,400 personnel recruited on behalf of our partners, spread across 80 countries, our workforce represents a range of nationalities and cultures. We promote a balanced and diverse labor force — a strength that helps us better understand and address our partners’ needs. We continually strive to maintain our gender-balanced workplace. We encourage qualified underrepresented groups as per UNOPS Gender, Diversity, and Inclusion Strategy to apply for our vacancies.

Work life harmonization UNOPS values its people and recognizes the importance of balancing professional and personal demands.

Background Information - Job-specific

Responding to one of the most complex humanitarian crises in the world, the Afghanistan Inter-Agency Information and Accountability Centre (IAIAC) known as Awaaz Afghanistan is an inter-agency call centre (a two-way communication and accountability mechanism) that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, Awaaz Afghanistan is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.

Supported by the Humanitarian Country Team, with current funding from the Afghanistan Humanitarian Fund (AHF) and the Directorate-General for European Civil Protection and Humanitarian Aid Operations (ECHO), Awaaz’s primary objective is to promote two-way communication between affected populations to:

⦁ Empower communities through the provision of accessible and timely information on how to access humanitarian services and resources required to improve their situation ⦁ Help ensure efficient and effective coordination of humanitarian actors operating in Afghanistan by collecting and circulating information about the urgent needs and priorities of affected populations ⦁ Support an environment of transparency and accountability by: ⦁ Establishing an easy-to-access and safe mechanism through which affected populations can lodge feedback and complaints ⦁ Channelling feedback and complaints to humanitarian actors to influence humanitarian programming and shape quality advocacy

Purpose and Scope of Assignment 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, Dari and Pashto. Knowledge of other languages will be an asset. The outcome of this consultancy is to further strengthen and streamline IAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan. The IAIC is currently open seven days per week, from 7am to 7pm; Shift schedules are open to change depending on operational requirements. Female operators are available during working hours.

Result of this function achieves Awaaz’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;

The incumbent reports to the call centre supervisor/lead, who reports to the Project Manager Afghanistan Country Office (AFCO) - Kabul, Afghanistan.

Functional Responsibilities

The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere Handbook:

⦁ 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. ⦁ Maintain and advance core skills (active listening, stress management, etc) as directed by the management; ⦁ 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; ⦁ Perform remote call monitoring (RCM) when needed ⦁ Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP) and Office rules and regulations; and

Education/Experience/Language requirements

Education

⦁ Secondary education is required; university degree preferably in information management, information technology, statistics, or any other related fields is considered an asset.

Experience

Required: ⦁ A minimum of four years of relevant experience in humanitarian context, call centre (call operator), data collection or programm functions is required. ⦁ Experience in usage of computer, datasets, and Microsoft Office software package (MS Excel especially) is required

Desired

⦁ Experience working in a call centre or other related field handling customer enquiries; ⦁ Experience in gender sensivity, gender-based violence, sexual exploitaon and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways; ⦁ Working knowledge of protection issues, communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure

Languages

⦁ Fluency in English is required ⦁ Dari and Pashto intermediate required. ⦁ Other languages are desired (Uzbaki, Turkmani, Pashai, Urdu…etc)

Competencies

Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization.(for levels IICA-2, IICA-3, LICA Specialist- 10, LICA Specialist-11, NOC, NOD, P3, P4 and above) Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational 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.

Contract type, level and duration

Contract type:Local ICA Contract level: LICA 4 Contract duration: Ongoing ICA - Open-ended, subject to organizational requirements, availability of funds and satisfactory performance

For more details about the ICA contractual modality, please follow this link: https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx

Additional Information

• Please note that UNOPS does not accept unsolicited resumes.
• 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. For more information on a retainer contract 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.