Call Centre Assistant (Call Operator)

Job Highlight

This role offers a unique opportunity to directly contribute to humanitarian efforts in Afghanistan by providing vital information and a feedback mechanism to affected populations. The Call Centre Assistant will play a crucial role in empowering communities, ensuring accountability, and supporting the efficient coordination of humanitarian aid through professional call handling and accurate data management in a sensitive and dynamic environment.

About the Region

The Asia Pacific Regional Office, based in Bangkok, Thailand, provides strategic leadership and oversight for UNOPS operations across 17 countries, ensuring high performance, operational excellence, and alignment with organizational goals. Operations currently span Afghanistan, Bangladesh, Cambodia, China, India, Indonesia, Lao PDR, Myanmar, Nepal, Papua New Guinea, Pakistan, the Philippines, Sri Lanka, Thailand, Vietnam, and the Pacific Islands. Across these countries, we work closely with key stakeholders to strengthen partnerships and maximize impact through five main operating units: Afghanistan (AFCO), Myanmar (MMCO), South Asia Multi-Country Office (SAMCO), East Asia and Pacific Multi-Country Office (EAPMCO), and the Asia Regional Health Cluster (ARHC). Through these entities, we provide agile, client-focused service delivery across diverse sectors - including infrastructure, health, procurement, and project management - supporting the implementation of sustainable development solutions across the region.

About the Project Office

Since 1995, UNOPS has maintained an active presence in Afghanistan, delivering efficient, agile services in support of both humanitarian response and development efforts. Prior to August 2021, the Afghanistan Country Office (AFCO) implemented projects across a broad range of sectors, including infrastructure, procurement, capacity building, and environmental protection. In response to evolving humanitarian needs, AFCO has shifted its focus to supporting life-saving initiatives and basic human needs. Current priorities include managing large-scale cash-for-work programmes, procuring emergency supplies, and providing inter-agency coordination, communication, and accountability support.

Job Specific Context

This position operates within the Afghanistan Inter-Agency Information and Accountability Centre (Awaaz Afghanistan), a critical inter-agency call center functioning as a toll-free humanitarian helpline in Kabul. The centre facilitates two-way communication between affected populations and humanitarian actors, providing accessible and timely information, gathering urgent needs, and channeling feedback and complaints. This mechanism is vital for promoting transparency and accountability in humanitarian programming and allowing affected populations to shape their own relief and recovery efforts in one of the world's most complex humanitarian crises.

Role Purpose

The Call Centre Assistant (Call Operator) supports the Call Centre Team by processing inbound and outbound calls, sharing and gathering information, and ensuring accurate data entry. This role is crucial for facilitating two-way communication between affected populations and humanitarian actors, contributing to the overall objective of strengthening accountability and streamlining management processes within the Inter-Agency Information and Accountability Centre (Awaaz Afghanistan). The incumbent applies established procedures to handle calls professionally, ensuring sensitivity, neutrality, and adherence to confidentiality.

Functions / Key Results Expected

1. Call Handling and Information Management

• Conduct daily inbound and outbound calls, ensuring rapid and efficient call handling.
• Accurately gather and share information with callers, maintaining clear and concise caller notes in English.
• Ensure all calls are handled with empathy, respect, dignity, and understanding, especially when dealing with distressing situations.
• Implement protection standards as trained and advised, adhering to confidentiality and data protection principles.
• Liaise with supervisors and other operators to provide relevant information to callers when needed.
• Flag urgent issues and information gaps to supervisors for further action.

2. Data Entry and Quality Assurance

• Ensure quality and accurate data entry into relevant systems.
• Refer enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes to the supervisor.
• Perform remote call monitoring (RCM) when needed to ensure quality standards.
• Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP), and Office rules and regulations.

3. Professional Development and Team Collaboration

• Attend briefings, meetings, training, and quality assurance performance improvement sessions as required.
• Maintain and advance core skills such as active listening and stress management as directed by management.
• Contribute to the overall strengthening and streamlining of IAIC’s management processes.

Skills

Communication, Data Entry, Information Management, Microsoft Excel, Stress Management, Active listening

Competencies

Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organisational and ethical norms. Maintains high standards of trustworthiness. Role model for diversity and inclusion.

Acts as a positive role model contributing to the team spirit. Collaborates and supports the development of others. For people managers only: Acts as positive leadership role model, motivates, directs and inspires others to succeed, utilizing appropriate leadership styles.

Demonstrates understanding of the impact of own role on all partners and always puts the end beneficiary first. Builds and maintains strong external relationships and is a competent partner for others (if relevant to the role).

Efficiently establishes an appropriate course of action for self and/or others to accomplish a goal. Actions lead to total task accomplishment through concern for quality in all areas. Sees opportunities and takes the initiative to act on them. Understands that responsible use of resources maximizes our impact on our beneficiaries.

Open to change and flexible in a fast paced environment. Effectively adapts own approach to suit changing circumstances or requirements. Reflects on experiences and modifies own behavior. Performance is consistent, even under pressure. Always pursues continuous improvements.

Evaluates data and courses of action to reach logical, pragmatic decisions. Takes an unbiased, rational approach with calculated risks. Applies innovation and creativity to problem-solving.

Expresses ideas or facts in a clear, concise and open manner. Communication indicates a consideration for the feelings and needs of others. Actively listens and proactively shares knowledge. Handles conflict effectively, by overcoming differences of opinion and finding common ground.

Education Requirements

Required

• Secondary School Diploma with 4 years of relevant experience

Desired

• A university degree preferably in information management, information technology, statistics, or any other related fields.

Experience Requirements

Required

• A minimum of four years of relevant experience in humanitarian context, call center (call operator), data collection or programme functions.
• Experience in usage of computer, datasets, and Microsoft Office software package (MS Excel especially).

Desired

• Experience working in a call center or other related field handling customer enquiries.
• Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways.
• Working knowledge of protection issues, communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure.

Language Requirements

LanguageProficiency LevelRequirementEnglishFluentRequiredDariFluentRequiredPashtoFluentRequiredUzbekFluentDesirableTurkmenFluentDesirable

Additional Information

• UNOPS does not accept unsolicited resumes.
• UNOPS will at no stage of the recruitment process request candidates to make payments of any kind.
• Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement. Applications received after the closing date will not be considered.
• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the selection process, which may include various assessments.
• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of a wide range of nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. We strive to sustain and strengthen this diversity, fostering an inclusive working environment where all personnel are treated with respect and have equal access to opportunities.
• UNOPS evaluates all applications based on the skills, qualifications and experience outlined in the vacancy announcement. We are committed to a fair and transparent selection process and welcome diverse perspectives, including those of women, indigenous and racialized communities, individuals of diverse gender identities and sexual orientations, and persons with disabilities.
• We are committed to enabling all candidates to perform at their best during the assessment process. If you are shortlisted and require support or reasonable accommodation to complete any assessment, please inform our human resources team upon receiving your invitation.
• UNOPS has zero tolerance for sexual exploitation and abuse (SEA), sexual harassment, and other forms of abusive conduct, including discrimination, abuse of authority, and harassment. To uphold these standards, background checks are conducted for all final candidates to help ensure that individuals with a history of such conduct are not hired. By applying for a position with UNOPS, candidates acknowledge and consent to these verification processes.

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.
• For more details about the contract types, please click 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.