Secondary education required Diploma or University Degree preferably in internat. relations or IT.
6 of related work experience in the humanit Years
Information sharing information gathering inputting data accurately and escalation of urgent issues;
Professional-grade call handling ability displaying sensitivity neutrality and patience and adhering to confidentiality and data protection principles;
Knowledge and implementation of protection standards
The incumbent reports to the Project Manager which reports to the Head of Programme Afghanistan Operations Centre (AFOC) - Kabul Afghanistan.
The Operator will perform the following duties with transparency and integrity and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP) the Inter-Agency Standing Committee (IASC) and the Sphere Handbook:
Capture and relay accurate and timely information to callers in a professional manner while conducting inbound and outbound calls ensuring absolute data entry accuracy and adherence to protection data protection and confidentiality principles;
Liaise with supervisors other operators and third parties to gather information and resolve issues. Represent the call centre in meetings when required;
Handle calls in a timely and professional manner including distressing calls. 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.
Write clear and concise caller notes in English ensuring a rapid call handling time
Build and foster an effective workplace environment;
Attend briefings meetings trainings quality assurance performance improvement sessions called by supervisors. Maintain and advance core skills (active listening stress management) and to augment existing skills knowledge and capacity on specific areas including protection and gender-related issues. When required represent the call centre in meetings;
Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities;
Support visibility efforts to raise awareness of the IAIC among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings among other activities;
Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations: Flag information gaps and call trend analysis to supervisors. Ensure that enquiries that fall beyond the scope of developed scripts intake forms and guidance notes are referred to the supervisor for further action;
Demonstrate an ability to learn quickly follow procedures and act professionally at all times – especially under times of stress;
Conduct self-appraisals and apply for leave in accordance to guidelines
Perform duties in line with key performance indicators (KPI) (eg time to resolve issue time per interaction optimisation rate number of interactions handled per day performance indicators)
Be flexible in undertaking the duties and responsibilities attached to their job; incumbents may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility including taking meeting minutes. Perform Acting Supervisor duties as required;
Monitoring and Progress Controls:
Assessment of task completion
Successfully meeting deadlines
Secondary education required Diploma or University Degree preferably in international relations or IT.
6 years of related work experience in the humanitarian or development field customer service call centre IT administration
Strong communication skills demonstrating active listening skills and patience
Proven experience in usage of computers and office software packages (Word Excel Outlook)
Advanced experience in usage of computers and office software packages (Word Excel Outlook)
Proven experience of working in a multi-cultural multi-lingual diverse team.
Experience in accurate data entry
Experience in gender sensitivity gender-based violence sexual exploitation and abuse mine-risk awareness active listening techniques basic counselling and UN referral pathways.
Strong knowledge of protection issues
Experience working in a call centre or other related field handling customer enquiries.
Experience working in the humanitarian field
Knowledge of current political economic and social fabric of Afghanistan
Working knowledge of communicating with disaster affected populations accountability to affected populations and protection response infrastructure
Duties & Responsibilities
UNOPS is seeking to an IAIC Call Handling Agent (“Operator”) to be responsible for answering calls sharing and gathering information from callers inputting accurate data entry and flagging urgent issues. The Operator must be proficient with written and spoken English Dari and Pashtu. The outcome of this consultancy is to further strengthen and streamline IAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan.
This result of this consultancy achieves IAIC’s objectives through the provision of:
Qualified candidates may register their profile in www.gprs.unops.org and apply online via GPRS.