Call Centre Assistant (Call Operator)

Job Summary Afghanistan With more than 20 years of experience in the country, UNOPS Afghanistan focuses on providing maximum support to the people of Afghanistan through the delivery of projects and services that improve the lives of people in need. The UNOPS Afghanistan Country Office (AFCO) serves as an organizational mechanism to deliver a range of projects for which UNOPS has been designated as the implementation agency. At present, UNOPS AFCO activities cover a range of sectors including humanitarian, basic human needs, cash for work, infrastructure, development, procurement and HR services. The functional objective of UNOPS AFCO is to contribute to improving the lives of girls, boys, men and women living in Afghanistan. The aim of UNOPS AFCO is to provide efficient and cost-effective implementation services on behalf of all our partners to support the humanitarian response and development of the country. UNOPS AFCO’s mission is to exceed the expectations of all stakeholders in the delivery of AFCO services, at all times, in all places, in all circumstances, in order to improve the lives of Afghans in need. Job Requirements Job Specific Context This position operates within the Afghanistan Inter-Agency Information and Accountability Centre (Awaaz Afghanistan), a critical inter-agency call center functioning as a toll-free humanitarian helpline in Kabul. The centre facilitates two-way communication between affected populations and humanitarian actors, providing accessible and timely information, gathering urgent needs, and channeling feedback and complaints. This mechanism is vital for promoting transparency and accountability in humanitarian programming and allowing affected populations to shape their own relief and recovery efforts in one of the world's most complex humanitarian crises. 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 1. 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. 2. 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. 3 . 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. Skills Communication, Data Entry, Information Management, Microsoft Excel, Stress Management, Active listening Competencies Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organisational 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. 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. Experience Requirements Required 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. Language Requirements Language Proficiency Level Requirement English Fluent Required Dari Fluent Required Pashto Fluent Required Uzbek Fluent Desirable Turkmen Fluent Desirable