UNOPS is seeking to an IAIC Call Handling
Agent (“Operator”) to be r...
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;
- 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,
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;
- Liaise with supervisors, other operators, and third
parties to gather information and resolve issues. Represent the call centre in
meetings, when required;
- Receive inbound calls and make outbound calls, including
for monitoring and evaluation purposes;
- 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;
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.
- To
satisfy UNOPS partners with management services that meet world-class
standards of quality, speed and cost-effectiveness.
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
- Enhanced
UNOPS operational capacity through improved process efficiency and
effectiveness of UNOPS practices
Monitoring and
Progress Controls
- Assessment of task completion
- Successfully meeting deadlines