Call Center Operator

UNOPS Network

Islamabad , Pakistan

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Posted 3 hours ago 129 views Report Job

PKR. 125,000 - 550,000/Month

Functional Responsibilities

The Operator will perform the following duties with transparency and integrity and in adherence to the humanitarian standards for information management.

Daily call handling (inbound and outbound);
Ensuring quality and accurate data entry - writing clear and concise caller notes in English, ensuring a rapid call handling
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;
Dealing with distressing calls professionally;
Capture and relay of accurate and timely information to callers in a professional manner;
Liaise with supervisors and other operators to provide relevant information to callers when needed;
Attend brieﬁngs, meetings, training, and quality assurance performance improvement sessions called by supervisors.
Flag information gaps to supervisors;
Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action.

Profile Education/Experience/Language requirementsEducation:

Secondary education is required.
A university degree preferably in information technology, information management, statistics or any other relevant field is considered an asset and may substitute some years of relevant experience.

Experience:

Required

A minimum of four years of relevant experience in the humanitarian context,
Experience working in a call centre or other related field handling customer enquiries;
Experience in datasets, and linked applications is required

Desired:

Experience in working with forcibly displaced populations.
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 forcibly displaced populations, and disaster-affected populations, and accountability to affected populations.
Experience in Google Suite applications (docs, sheets, slides) is highly desirable.

Language Requirements: