Call Operator

Shifa Foundation

Posted 3 hours ago 140 views Report Job

Shifa Foundation job advert

Our values and commitment to safeguarding

Shifa Foundation 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 Shifa Foundation engages. Shifa Foundation 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.

The post holder will undertake the appropriate level of training and is responsible for ensuring that they understand and work within the safeguarding policies of the organization.

All offers of employment will be subject to satisfactory references and appropriate screening checks, which can include criminal records and terrorism finance checks. Shifa Foundation also participates in the Inter-Agency Misconduct Disclosure Scheme, Misconduct Disclosure Scheme — SCHR. In line with this Scheme, we will request information from job applicants’ previous employers about any findings of sexual exploitation, sexual abuse and/or sexual harassment during employment, or incidents under investigation when the applicant left employment. By submitting an application, the job applicant confirms his/her understanding of these recruitment procedures.

Job Summary:

The Call Operator will be responsible for managing the communication with beneficiaries of the Benazir Nashonuma Program, a government initiative aimed at improving nutrition and health outcomes for pregnant and lactating women and children under two. The Call Operator will handle inquiries, resolve issues, and provide accurate information regarding program benefits, application procedures, and eligibility criteria.

Key Responsibilities:

Handle inbound and outbound calls to and from beneficiaries, stakeholders, and relevant authorities regarding the Benazir Nashonuma Program.
Provide accurate information on program benefits, including cash assistance, nutrition support, and eligibility requirements.
Assist beneficiaries in understanding the registration process, required documentation, and how to access program services.
Record and maintain call logs in the system for reference and reporting purposes.
Address grievances and resolve complaints from beneficiaries, escalating issues to the relevant department when necessary.
Follow-up on unresolved queries to ensure beneficiary satisfaction and timely delivery 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.
Perform other duties as assigned by the Call Center Supervisor or Program Manager

Working Conditions:

Based in a call center environment.
May involve shifts, including evenings or weekends, depending on operational requirements.
High-volume workload, with the need for attention to detail and accuracy..

Skills

Call Handling Communication Skills Relations Management Call Center Development

Job Details

Industry:

N.G.O./Social Services

Functional Area:

Client Services & Customer Support

Total Positions:

2 Posts

Job Shift:

First Shift (Day)

Job Type:

Contract

Job Location:

Islamabad, Pakistan

Gender:

No Preference

Minimum Education:

Bachelors

Career Level:

Experienced Professional

Experience:

2 Years - 3 Years

Apply Before:

Oct 03, 2024

Posting Date:

Sep 25, 2024

Shifa Foundation

N.G.O./Social Services · 201-300 employees - Islamabad

Shifa Foundation is a registered non-governmental, non-profitable and volunteer organization based in Islamabad and stretched across the map of Pakistan with its regional offices spread nationwide. For the last 20 years, Shifa Family, which includes Shifa International Hospital, Shifa School of Medicine, Shifa School of Nursing, Tameer-e-Millat Foundation, Pakistan Kidney Institute and Shifa Foundation is providing state of the art services in health, education and development sectors and assume a leading role in Humanitarian Sector.