Call Centre Operator (Roster), Multiple positions

Sudan is in the grip of a humanitarian crisis fueled by years of economic sanctions, chronic underdevelopment, conflict and natural disasters. The country has seen an overall increase in the number of people in need of humanitarian assistance from 5.4 million people in 2015 to 9.3 million in 2020. Nearly 2 million people remain internally displaced, following decades of conflict. The majority are living in camps and settlements where conditions remain dire, and the root causes that led to their displacement remain unaddressed. Further, the country hosts more than a million refugees, providing safety and services, with host communities sharing their meagre resources. Some 6.2 million people are in need of emergency food assistance, and more than 2.7 million children suffer from acute malnutrition. Disease outbreaks, malnutrition, food insecurity, and climatic shocks, continue to affect the lives of Sudanese people. With fewer resources, people adopt negative coping mechanisms, exposing them to more protection risks—particularly gender-based violence and increasing school dropout and child labor.

Under the direct supervision of the Call Centre Supervisor, and the general overwiew of the Project Manager, the Operator will perform the following duties with effectiveness, transparency, and integrity:

• Liase with supervisors, other operators, and third parties 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 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;
• Ensure data protection and data entry is accurate;
• Guarantee that all information collected is confidential at all levels;
• Build and foster a pleasant and effective working environment;
• Attend briefings, meetings, and trainings called by supervisors;
• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities;
• Ensure supervisor’s instructions are implemented effectively and in duly manner;
• Relay accurate and timely information to callers in a professional manner;
• Flag information gaps and call trend analysis to supervisors. Ensure that enquiries that fall beyond the scope of developed scripts 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;
• 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.

• Bachelor Degree in Communication, Marketing, Business Administration or other related field
• A secondary education in combination with a total of 6 years of relevant work experience may be accepted in lieu of the education requirements outlined above.
• At least two years of work experience in a call centre or other related field for handling customer inquiries is required.
• Experience in usage of computers and Google suits/Office software packages is required.
• Advance knowledge of automated procurement systems, and experience in handling of web based management systems is desirable.
• Analytical skills is required
• Experience working in the humanitarian sector
• Availability to work in shifts, including night shifts and weekends.
• Fluency in English & Arabic is required

1. Contract type: ICA
2. Contract level: Local ICA Support 5
3. Contract duration: Ongoing ICA – ‘Open-ended, subject to organizational requirements, availability of funds and satisfactory performance.’

• 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.
• UNOPS seeks to reasonably accommodate candidates with special needs, upon request.
• Work life harmonization - UNOPS values its people and recognizes the importance of balancing professional and personal demands. We have a progressive policy on work-life harmonization and offer several flexible working options. This policy applies to UNOPS personnel on all contract types
• 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 (around 4 hours) in your own time, before providing services to UNOPS.
• 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/interns.
Recruitment/internship in UNOPS is contingent on the results of such checks.

Sudan

UNOPS is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. Our mission is to help people build better lives and countries achieve sustainable development.

UNOPS areas of expertise cover infrastructure, procurement, project management, financial management and human resources.

Working with us

UNOPS offers short- and long-term work opportunities in diverse and challenging environments across the globe. We are looking for creative, results-focused professionals with skills in a range of disciplines.

Diversity

With over 4,000 UNOPS personnel and approximately 7,000 personnel recruited on behalf of UNOPS partners spread across 80 countries, our workforce represents a wide range of nationalities and cultures. We promote a balanced, diverse workforce — a strength that helps us better understand and address our partners’ needs, and continually strive to improve our gender balance through initiatives and policies that encourage recruitment of qualified female candidates.

Work life harmonization

UNOPS values its people and recognizes the importance of balancing professional and personal demands.