|Duration:||Ongoing ICA – ‘Open-ended subject to organizational requirements availability of funds and satisfactory performance|
|Exp.:||2019-07-31-(3 Weeks From now)|
|Organization:||UNOPS | About UNOPS|
|Education:||Secondary education required Diploma or University Degree preferably in international relations or|
|Work Experience:||2 Years|
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
Experience in accurate data entry
Fluency in written and spoken English Pashtu and Dari is required.
Duties & Responsibilities
UNOPS is seeking to an IAIC Call Handling Agent (“Operator”) to be responsible for answering and making calls sharing information with 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. Knowledge of Urdu is an asset. 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. The IAIC is currently open seven days per week from 7am to 7pm; Shift schedules are open to change depending on operational requirements. Female operators are available during working hours.
This result of this consultancy achieves IAIC’s objectives through the provision of:
Information sharing information gathering inputting data accurately and escalation of urgent issues;
The incumbent reports to the Project Manager who 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;
The interview process will include a technical examination and a phone/in-person interview. Duration and Timeline: initial two-month contract with possibility to extend depending on performance.
The incumbent will receive relevant training to implement their duties professionally and to the highest standard. The incumbent must be willing to work flexible hours on a shift schedule.
Impact of results
The outcomes of the role impacts UNOPS IAIC project. The work of the Project Manager contributes to achievement of UNOPS mission and vision:
To expand the capacity of the United Nations system and its partners to implement peace building humanitarian and development operations that matter for people in need.
In particular the results of the Project Manger contribute to the following strategic goals:
Enhanced accountability and transparency through the delivery of services that meet or exceed expectations
Monitoring and Progress Controls
Assessment of task completion