Support Services Associate (Call Center Supervisor), Multiple positions

The United Nations Office for Project Services (UNOPS) aims to make significant strides in promoting sustainable development, aiding the federal and provincial government in SDGs attainment, and establishing itself as a reliable provider of efficient services for development programming around Climate Adaptation, Basic Service Delivery and Energy Efficiency. Operational since 1999, UNOPS Pakistan (Project Office) is part of the Sri Lanka Multi-Country Office in the Asia Pacific Region.

UNOPS is seeking to employ a Helpline Call Center Supervisor  (Supervisor) to oversee the helpline operators, ensuring efficient feedback and response to the callers,  compile information on the emerging issues , ensure accurate data entry,  and flag urgent matters  and developments in a prompt manner according to the Standard Operating Procedures (SOPs). The Supervisor must be proficient in English and Urdu. Knowledge of  Pashtu and/or Dari is also required.  S/he will draft reports on the trend and emerging issues. to inform and support protection interventions. The outcome of this consultancy is to further strengthen and streamline 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. 

Based on the exigencies, the supervisor may have to support the helpline operation by responding to the calls and conducting data entry.

This result of this consultancy achieves helpline objectives through the provision of:

• 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;

• Support smooth operation of the call center by promoting teamwork and collaboration 

• Knowledge and implementation of refugee law and protection standards

The incumbent reports to the Project Manager, based in Islamabad, Pakistan

The Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management 

• Support overall management  of the call center and coordination with relevant stakeholders 

• Capture and relay accurate and timely information 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 the Project manager ,  operators, and relevant stakeholders to gather information and resolve issues. 

• 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; 

• Attend briefings, meetings, training, 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;

• Prepare reports and notes of the meetings;

• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities;

• 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;

• Perform duties in line with key performance indicators (KPI) (e.g. 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;

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.

Education

• Secondary education required

•  Diploma or University Degree, preferably in international relations or IT will substitute some years of experience.

Experience

Required:

• 6 years of related work experience, in the humanitarian or development field

• Strong IT Skills and proven experience in usage of computers is required 

• Proven experience of working in a multi-cultural, multi-lingual, diverse team 

• Strong knowledge of protection issues

Desired:

• Experience in working with forcibly displaced populations, gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways.

• Experience working in a call center or other related field handling customer enquiries.

• Experience working in the humanitarian field

• Knowledge of current political, economic, and social fabric of Pakistan and the contextual information of Afghan refugees.

• Working knowledge of communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure 

Languages

Fluency in English and Urdu , Pashtu and/or Dari is required.

Contract type: ICA
Contract level: L-ICA 6 Local ICA Support
Contract duration: Open ended subject to performance and organizational requirements

• 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. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. 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.