Posted Feb 07, 2025 2548 views
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, and 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.
Profile Education/Experience/Language requirementsEducation:
- Secondary education is required.
- A university degree preferably in information technology, information management, statistics or any other relevant field is considered an asset and may substitute some years of relevant experience.
Experience:
Required
- A minimum of four years of relevant experience in the 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 populations.
- 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, and disaster-affected populations, and accountability to affected populations.
- Experience in Google Suite applications (docs, sheets, slides) is highly desirable.
Language Requirements:
- Fluency in English and Urdu is required
- Dari and/or Pashto intermediate required.
- Other languages are desired (Uzbek, Arabic, etc. )
Offer
Contract type, level and duration
Contract type: ICA
Contract level: L-ICA 4 Local ICA Support
Contract Duration: Open-ended subject to performance and organizational requirements.
Application period: 07-Feb-2025 to 23-Feb-2025.
Job Details
UNOPS Network
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