Call Operators

Confidential

Multiple Cities, Pakistan

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The Call Operator is responsible for conducting beneficiary follow-up calls, providing program-related information and awareness messages, mobilizing beneficiaries for scheduled visits, maintaining accurate call records, and facilitating linkages with relevant departments for beneficiary compliance. The incumbent will support the reduction of defaulter cases, improve beneficiary retention, and ensure timely communication with beneficiaries enrolled in the Benazir Nashonuma Programme.

Responsibilities

Beneficiary Communication and Follow-Up

Conduct outbound calls to beneficiaries for quarterly follow-up visits as per Programme requirements.
Follow up on all pending, overdue, and defaulter cases in a timely manner.
Contact beneficiaries who have missed scheduled appointments and encourage their return to the Facilitation Centre.
Respond to beneficiary inquiries and provide accurate information regarding programme services and requirements.

Community Awareness and Mobilization

Provide information and support to beneficiaries and community members regarding BNP services.
Importance of exclusive breastfeeding.
Appropriate use of Specialized Nutritious Food (SNF).
Discouraging the sale of SNF provided by the Programme.
Advising beneficiaries not to share SNF with other household members.
Promote adherence to Programme requirements and scheduled follow-up visits.

Record Keeping and Data Management

Maintain accurate, complete, and up-to-date records of all calls, messages, follow-ups, and referrals.
Document outcomes of beneficiary interactions in approved registers, databases, and digital systems.
Update beneficiary compliance status and follow-up actions regularly.
Ensure confidentiality and security of beneficiary information and programme records.
Maintain records of beneficiaries who could not be contacted and document reasons accordingly.

Reporting

Prepare and submit daily, weekly, and monthly reports containing:
Number of beneficiaries contacted for due follow-ups.
Number of successful beneficiary contacts.
Number of defaulters contacted.
Percentage reduction in due follow-up cases.
Reasons for missed or delayed beneficiary visits.
Reasons cited by beneficiaries for not visiting the Facilitation Centre.
Summary of recurring beneficiary concerns and feedback.
Recommendations for improving follow-up and beneficiary compliance.

Safeguarding & Code of Conduct

Uphold and promote MERF's Code of Conduct, safeguarding and Protection from Sexual Exploitation and Abuse (PSEA) and child safeguarding policies.
Foster a safe, respectful and inclusive working environment and ensure all team members understand and comply with safeguarding obligations.

Skills

Customer Service Communication Skills Call Handling Active Listening Local Language Proficiency Problem Solving Conflict Resolution Teamwork Flexibility Relationship Building

Job Details

Total Positions:

1 Post

Job Type:

Full Time/Permanent

Job Location:

Bahawalnagar, Bahawalpur, Bhakkar, Dera Ghazi Khan, Khushab, Kot Addu, Layyah, Lodhran, Muzaffargarh, Rahimyar Khan, Taunsa sharif, Mian Walli, Pakistan

Gender:

No Preference

Minimum Experience:

1 Year

Apply Before:

Oct 12, 2026

Posting Date:

Sep 11, 2026