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Operator, Multiple positions

Kabul

  • Organization: UNOPS - United Nations Office for Project Services
  • Location: Kabul
  • Grade: Administrative support - LICA-6, Local Individual Contractors Agreement
  • Occupational Groups:
    • Communication and Public Information
  • Closing Date: Closed

Background Information - UNOPS

UNOPS supports the successful implementation of its partners’ peace building, humanitarian and development projects around the world. Our mission is to serve people in need by expanding the ability of the United Nations, governments and other partners to manage projects, infrastructure and procurement in a sustainable and efficient manner. Working in some of the world’s most challenging environments, our vision is to advance sustainable implementation practices, always satisfying or surpassing our partners’ expectations. With over 7,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, wherever they need it.
A flexible structure and global reach means that we can quickly respond to our partners' needs, while offering the benefits of economies of scale.

Background Information - Afghanistan

With more than 20 years of experience in the country, the UNOPS Afghanistan office supports national reconstruction and development efforts by providing projects with goods and services - from stand-alone, one-off solutions to long-term management and capacity development support.  Based in Kabul, UNOPS Afghanistan has regional offices in most parts of the country. The team implements projects in support of the Afghanistan National Development Strategy, in a wide range of sectors including infrastructure, education, environment and agriculture, and governance and rule of law.

Background Information - Job-specific

The UNOPS Afghanistan Operations Center (AFOC) under the UNOPS Asia Region Office (AR) has been established to support, develop and oversee UNOPS’ portfolio of programmes and projects in Afghanistan and to ensure that synergies between programmes and projects are effectively developed. AFOC plays a critical role in ensuring quality services to UNOPS partners that meet stringent requirements of speed, efficiency and cost effectiveness.
UNOPS strategy for Afghanistan is aimed at providing maximum support to the Government and people of Afghanistan though the delivery of projects and services in line with the government’s own priorities. UNOPS Afghanistan has been established as an organizational mechanism to deliver a range of projects for which UNOPS has been designated as the implementation agency. At present, UNOPS Afghanistan is implementing a number of projects in a range of sectors including infrastructure (roads and schools) development, capacity building to various ministries, and environmental protection, among others, on behalf of the Government of Afghanistan and the donor community.
On behalf of partners, UNOPS is implementing the Inter-Agency Information Centre (IAIC), a toll-free humanitarian helpline that connects people to assistance and functions as an information exchange platform between affected populations and humanitarian and development partners. Feedback and complaints from affected populations is channeled to partners to improve programming and the timely delivery of a relevant response.


Functional Responsibilities

UNOPS is seeking to an IAIC Call Handling Agent (“Operator”) to be responsible for answering calls, sharing and gathering information from callers, inputting accurate data entry, and flagging urgent issues. The Operator must be proficient with written and spoken English, Dari and Pashtu. The outcome of this consultancy is to further strengthen and streamline IAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan.

This result of this consultancy achieves IAIC’s objectives through the provision of:

  • Information sharing, information gathering, inputting data accurately, and escalation of urgent issues;
  • Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles;
  • Knowledge and implementation of protection standards

The incumbent reports to the Project Manager, which reports to the Head of Programme Afghanistan Operations Centre (AFOC) - Kabul, Afghanistan.
The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management as provided by the Active Learning Network for Accountability and Performance (ALNAP), the Inter-Agency Standing Committee (IASC) and the Sphere
Handbook:

  • Capture and relay accurate and timely information to callers in a professional manner while conducting inbound and outbound calls ensuring absolute data entry accuracy and adherence to protection, data protection, and confidentiality principles;
  • Liaise with supervisors, other operators, and third parties to gather information and resolve issues. Represent the call centre in meetings, when required;
  • Handle calls in a timely and professional manner, including distressing calls. 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.
  • Write clear and concise caller notes in English, ensuring a rapid call handling time
  • Build and foster an effective workplace environment;
  • Attend briefings, meetings, trainings, quality assurance performance improvement sessions called by supervisors. Maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. When required, represent the call centre in meetings;
  • Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities;
  • Support visibility efforts to raise awareness of the IAIC among affected populations and humanitarian actors – this may involve field visits and/or representation at meetings, among other activities;
  • Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations: Flag information gaps and call trend analysis to supervisors. Ensure that enquiries that fall beyond the scope of developed scripts, intake forms, 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 – especially under times of stress;
  • Conduct self-appraisals and apply for leave in accordance to guidelines
  • Perform duties in line with key performance indicators (KPI) (eg time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day, performance indicators)
  • 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, including taking meeting minutes. Perform Acting Supervisor duties as required;

Monitoring and Progress Controls:

  • Assessment of task completion
  • Successfully meeting deadlines

Education/Experience/Language requirements

Education:

  • Secondary education required, Diploma or University Degree, preferably in international relations or IT.
Experience:
Required:
  • 6 years of related work experience, in the humanitarian or development field, customer service, call centre, IT, administration
  • Strong communication skills, demonstrating active listening skills and patience
  • Proven experience in usage of computers and office software packages (Word, Excel, Outlook)
  • Advanced experience in usage of computers and office software packages (Word, Excel, Outlook)
  • Proven experience of working in a multi-cultural, multi-lingual, diverse team.

Desired:

  • Experience in accurate data entry
  • Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways.
  • Strong knowledge of protection issues
  • Experience working in a call centre or other related field handling customer enquiries.
  • Experience working in the humanitarian field
  • Knowledge of current political, economic, and social fabric of Afghanistan
  • Working knowledge of communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure

Competencies

Develops and implements sustainable business strategies, thinks long term and externally in order to positively shape the organization. Anticipates and perceives the impact and implications of future decisions and activities on other parts of the organization.
Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational 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.

Additional Considerations

  • 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.
  • For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post
  • 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. Recruitment in UNOPS is contingent on the results of such checks.

Contract type, level and duration

Contract type: Local Individual Contract Agreement
Contract level: LICA-6
Contract duration: 3 months with possibility of extension

For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx 

This vacancy is now closed.
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