Call Centre Assistant(Call Centre Operator), Multiple positions

Purpose and Scope of Assignment

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 supervisors;

• Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action.

• Secondary education is required.
• A university degree preferably in information technology, information management, statistics or any other relevant field is considered as an asset and may substitute some years of relevant experience.

Contract type: ICA

For more details about the ICA contractual modality, please follow this link:

• Please note that UNOPS does not accept unsolicited resumes.

• Applications received after the closing date will not be considered.

• Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.

• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures,  languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce. 

• Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.

• We would like to ensure all candidates perform at their best during the assessment process.  If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.

Terms and Conditions 

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post. 

• For retainer contracts, you must complete a few Mandatory Courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. For more information on a retainer contract here.

• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda.

• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.