Operator

UNOPS supports the successful implementation of its partners’ peace building, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner. Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations. With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.

A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale.

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:

• 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

Education:

• 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.

Desired:

• 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

• Please note that the closing date is midnight Copenhagen time
• Applications received after the closing date will not be considered.
• Only those candidates that are short-listed for interviews will be notified.
• Qualified female candidates are strongly encouraged to apply.
• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
• The incumbent is responsible to abide by security policies, administrative instructions, plans and procedures of the UN Security Management System and that of UNOPS.  

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