Call Centre Assistant (Call Operator)

Job Highlight

This role offers a unique opportunity to directly contribute to humanitarian efforts in Afghanistan by providing vital information and a feedback mechanism to affected populations. The Call Centre Assistant will play a crucial role in empowering communities, ensuring accountability, and supporting the efficient coordination of humanitarian aid through professional call handling and accurate data management in a sensitive and dynamic environment.

About The Project Office

Since 1995, UNOPS has maintained an active presence in Afghanistan, delivering efficient, agile services in support of both humanitarian response and development efforts. Prior to August 2021, the Afghanistan Country Office (AFCO) implemented projects across a broad range of sectors, including infrastructure, procurement, capacity building, and environmental protection. In response to evolving humanitarian needs, AFCO has shifted its focus to supporting life-saving initiatives and basic human needs. Current priorities include managing large-scale cash-for-work programmes, procuring emergency supplies, and providing inter-agency coordination, communication, and accountability support.

Role Purpose

The Call Centre Assistant (Call Operator) supports the Call Centre Team by processing inbound and outbound calls, sharing and gathering information, and ensuring accurate data entry. This role is crucial for facilitating two-way communication between affected populations and humanitarian actors, contributing to the overall objective of strengthening accountability and streamlining management processes within the Inter-Agency Information and Accountability Centre (Awaaz Afghanistan). The incumbent applies established procedures to handle calls professionally, ensuring sensitivity, neutrality, and adherence to confidentiality.

Functions / Key Results Expected

• Call Handling and Information Management

• Conduct daily inbound and outbound calls, ensuring rapid and efficient call handling.

• Accurately gather and share information with callers, maintaining clear and concise caller notes in English.

• Ensure all calls are handled with empathy, respect, dignity, and understanding, especially when dealing with distressing situations.

• Implement protection standards as trained and advised, adhering to confidentiality and data protection principles.

• Liaise with supervisors and other operators to provide relevant information to callers when needed.

• Flag urgent issues and information gaps to supervisors for further action.

• Data Entry and Quality Assurance

• Ensure quality and accurate data entry into relevant systems.

• Refer enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes to the supervisor.

• Perform remote call monitoring (RCM) when needed to ensure quality standards.

• Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP), and Office rules and regulations.

• Professional Development and Team Collaboration

• Attend briefings, meetings, training, and quality assurance performance improvement sessions as required.

• Maintain and advance core skills such as active listening and stress management as directed by management.

• Contribute to the overall strengthening and streamlining of IAIC’s management processes.

Education Requirements

Required

• Secondary School Diploma with 4 years of relevant experience

Desired

• A university degree preferably in information management, information technology, statistics, or any other related fields.

Required

Experience Requirements

• A minimum of four years of relevant experience in humanitarian context, call center (call operator), data collection or programme functions.

• Experience in usage of computer, datasets, and Microsoft Office software package (MS Excel especially).

Desired

• Experience working in a call center or other related field handling customer enquiries.

• 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 disaster affected populations, accountability to affected populations, and protection response infrastructure.