Call Operator

Organization summary:

Qatar Charity (QC) is a Doha-Qatar based International Non-Governmental Organization. Since the inception of QC Pakistan in 1992, the organization reflects its greater scope of work to respond to extreme poverty and Government’s priorities. QC through its field offices enabled itself to strategically address the developmental and humanitarian needs at the very local level. QC projects are categorized under six program pillars: Youth Leadership & Social Protection, Education, Provision of WASH, Health (with a focus on MNCH), Economic Empowerment & Sustainable Livelihood (EESL) and Disaster Response & Preparedness (DRP), along with its Seasonal Programs like Qurbani and Ramadhan program etc. In Pakistan, Qatar Charity is having its country office in Islamabad and field offices in KPK, Punjab, Sindh, Baluchistan, and AJK.

Benazir Nashonuma Program (BNP) is a government initiative aimed at improving nutrition and health outcomes for pregnant and lactating women and children under two years of age. Reporting to the Project Manager of a WFP funded project under the Benazir Nashonuma Program (BNP), the call operators will be responsible for managing the communication with beneficiaries of the Benazir Nashonuma Program. The Call Operator will handle inquiries, resolve issues, and provide accurate information regarding program benefits, application procedures, and eligibility criteria. You will be responsible for making and handling high-volume calls and providing excellent support services to social mobilization efforts of BNP. You will also be required to maintain a professional demeanor, follow Qatar Charity and BNP guidelines, and participate in ongoing training to improve your skills. Your exceptional interpersonal skills, attention to detail, and ability to multi-task efficiently will ensure success in this role. The regular communications made by call operators will play a pivotal role in identifying, motivating and increasing the number of women beneficiaries from rural and urban areas of the assigned districts. The position holder is required to be mobile as s/he would be required to visit all designated BNP centers within his/her assigned district.

Job Responsibilities:

 a.     Technical

• Responsible for planning, directing, and implementing beneficiary call targets aimed at increasing the number of women beneficiaries at BNP centres.
• Manage incoming and outgoing communications with beneficiaries, stakeholders, and pertinent authorities concerning the Benazir Nashonuma Program.
• Provide specific information about the benefits of the program, including financial support, nutritional assistance, and the eligibility requirements for the program.
• Assist beneficiaries in understanding the registration process, required documents, and ways to access program services.
• Document and keep call logs in the system for future reference and reporting.
• Address grievances and resolve complaints from beneficiaries, escalating issues to the appropriate department when needed.
• Ensure that outstanding inquiries are addressed promptly to guarantee beneficiary satisfaction and the timely provision of services.
•  Maintain confidentiality of sensitive information and ensure data is handled in compliance with program policies and government regulations.
• Coordinate with field teams and health facilities to facilitate beneficiary support and ensure smooth program operations.
• Provide feedback to management regarding common issues or challenges faced by beneficiaries, offering suggestions for improving service delivery.
• Assist the project manager in other tasks and perform other related duties as requested by the project manager or the Country Office.
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b.     Management & Reporting

• Prepare regular reports on activities and challenges faced in communicating with beneficiaries, presenting findings to the Project Manager and WFP.
• Required to conduct regular coordination visits to BNP centres within the assigned district including coordination with other Government supported programs.
• Participate in community engagement sessions and activities, including community talks, district forums, and engagement with Government hospital officials.
• Keep a track of the monthly physical progress vis-à-vis the targets of beneficiaries assigned to him/her.
• Work closely with cross-functional teams, including operations, BNP centre staff, and WFP field-based staff, to ensure a cohesive approach to community engagement.
• Preparation of quality reports for QC and donor use.
• Responsible for development and implementation of beneficiary communication related data generation and its entry into database.
• Submit weekly & monthly reports to the project manager.
• Abide by QC’s Child Protection and Safeguarding related policies to keep children and young people safe and to respond to concerns about a child's safety or wellbeing.

3.     Job Requirements:

 a.     Education

Holds bachelor’s degree in development studies, Social Sciences, or any other relevant field of study.

b.     b. Relevant experience

• Minimum 1-2 years of proven experience in a call centre or customer service role, preferably in a government or NGO setting.
• Knowledge of the Benazir Nashonuma Program and related government welfare programs is a plus.

 c.      Computer knowledge

Proficiency in computer applications such as Microsoft Office and call management software.

 4.     Skills and Personality:

 a.     Communication Skills and Personality description

• Excellent communication skills in local languages and English.
• Problem-solving skills and the ability to resolve conflicts effectively.
• Patience and empathy when dealing with vulnerable populations.

b.     Technical Skills

 Ability to deal with high-volume workload, with the need for attention to detail and accuracy.

Qatar Charity’s Core Values and Commitments:

Qatar Charity Pakistan is committed to preventing any type of unwanted behavior at work including sexual harassment, exploitation and abuse, lack of integrity and financial misconduct; and committed to promoting the welfare of children, young people, adults and beneficiaries with whom QC engages. Qatar Charity Pakistan expects all staff and volunteers to share this commitment through our code of conduct. We place a high priority on ensuring that only those who share and demonstrate our values are recruited to work for us.

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records checks.

Qatar Charity Pakistan sees diversity of nationalities, genders, beliefs, profiles and statuses among its Human Resources as a major asset and therefore compels itself to the strict observance of the principle of non-discrimination throughout its recruitment process.

Qatar Charity Pakistan applies a policy of zero tolerance towards exploitation, sexual abuse, and mistreatment, in all its forms, of women, children and all other vulnerable persons.

By applying, the job applicant confirms his/her understanding & acceptance of QC commitments, values and recruitment procedures.

Qatar Charity Pakistan is an equal opportunities employer.