Call Centre Assistant

Job Highlight

Under the UNHCR Humanitarian Helpline Project, Call Centre Assistant is required for answering and making calls

About The Project Office

Since 1999, UNOPS has been a committed partner in Pakistan, supporting the country’s progress toward the Sustainable Development Goals (SDGs). UNOPS focuses on delivering essential services, including strengthening health systems, expanding access to WASH facilities in remote areas, and improving infrastructure for schools and communities. We also support emergency response efforts, delivering critical medical supplies and essential services during times of crisis. Through close collaboration with the Government of Pakistan, development partners, donors, and UN agencies, UNOPS works to build resilient, sustainable communities. Leveraging expertise in project management, procurement, human resources, and infrastructure, we provide tailored solutions that enhance efficiency, reduce risk, and maximize development impact.

Role Purpose

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 and Urdu. Knowledge of Pashtu and Dari is essential. The outcome of this consultancy is to further strengthen and streamline the helpline management processes as part of its overall objective to strengthen accountability to affected populations in Pakistan. The Helpline is currently open seven days per week, from 8 am to 8 pm; Shift schedules are open to change depending on operational requirements.

Functions / Key Results Expected

The key functions include:

• 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
  
  

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, quality assurance performance improvement sessions called by supervisors
• Flag information gaps to supervisor
• Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action
  
  

Education Requirements

Required

• Secondary school (or equivalent) with 4 years of relevant experience OR
• Bachelor’s degree (or equivalent) in any discipline with 0 years of relevant experience is required.
  
  

Desired

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

Required

Experience Requirements

• With Secondary education, a minimum of four years of relevant experience in the humantarian context
• Experience working in a call centre or other related field handling customer enquiries
• Experience in data sets, and linked applications is required
  
  

Desired

• Experience in working with forcibly displaced population.
• 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 , disaster affected populations, and accountability to affected populations
• Experience in google suite applications (docs,sheets, slides) is highly desirable