United Nations Office for Project Services (UNOPS) Hiring “Call Centre Assistant” || May-2025
Exciting Job Opportunity at The United Nations Office for Project Services (UNOPS) Islamabad.
The United Nations Office for Project Services (UNOPS) is an operational arm of the United Nations, supporting the successful implementation of its partners’ peacebuilding, humanitarian and development projects around the world. UNOPS supports partners to build a better future by providing services that increase the efficiency, effectiveness and sustainability of peacebuilding, humanitarian and development projects. Mandated as a central resource of the United Nations, UNOPS provides sustainable project management, procurement and infrastructure services to a wide range of governments, donors and United Nations organizations. Operational since 1999, UNOPS Pakistan (Project Office) is part of the South Asia Multi-Country Office (SAMCO) in the Asia Pacific Region.
UNOPS Pakistan is looking to hire “Call Centre Assistant (Call Centre Operator)“ at Islamabad.
Details are as follows:
Position Title: Call Centre Assistant (Call Centre Operator)
Job categories: Communications, Partnerships
Vacancy code: VA/2025/B5507/30189
Department/office: APR, SAMCO, Pakistan
Duty station: Islamabad, Pakistan
Contract type: Local ICA Support
Contract level: LICA-4
Duration: Open Ended (subject to satisfactory performance, continued relevance and funding availability.)
Purpose and Scope of Assignment:
UNOPS is seeking a Call Centre Assistant (Call Operator) to support the Call Centre team to be responsible for answering and making calls, sharing information with and gathering information from callers with accurate data entry, and flagging urgent issues. The Operator must be proficient with written and spoken English and Urdu. Knowledge of Pashtu and/or Dari is essential. The outcome of this consultancy is to further strengthen and streamline the helpline management processes as part of its overall objective to strengthen accountability to affected populations in Pakistan.
The Helpline is currently open seven days per week, from 8 am to 8 pm; Shift schedules are open to change depending on operational requirements.
Result of this function achieves Helpline’s objectives through the provision of:
- Call handling, information sharing and information gathering, inputting data accurately and informing supervisor of urgent issues/cases;
- Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles;
- Implementation of protection standards as trained and advised
Required Qualification and Experience:
Education:
- Secondary education is required.
- A university degree preferably in information technology, information management, statistics or any other relevant field is considered as an asset and may substitute some years of relevant experience.
Experience:
- A minimum of four years of relevant experience in humanitarian context,
- Experience working in a call centre or other related field handling customer enquiries;
- Experience in datasets, and linked applications is required
Language Requirements:
- Fluency in English and Urdu is required
- Dari and/or Pashto intermediate required.
- Other languages are desired (Uzbek, Arabic, etc. )
Duties and 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, 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.
Additional Information:
- Please note that UNOPS does not accept unsolicited resumes.
- Applications received after the closing date will not be considered.
- Please note that only shortlisted candidates will be contacted and advance to the next stage of the selection process, which involves various assessments.
- UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of many diverse nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. UNOPS seeks to sustain and strengthen this diversity to ensure equal opportunities as well as an inclusive working environment for its entire workforce.
- Qualified women and candidates from groups which are underrepresented in the UNOPS workforce are encouraged to apply. These include in particular candidates from racialized and/or indigenous groups, members of minority gender identities and sexual orientations, and people with disabilities.
- We would like to ensure all candidates perform at their best during the assessment process. If you are shortlisted and require additional assistance to complete any assessment, including reasonable accommodation, please inform our human resources team when you receive an invitation.
Last Date to Apply: 01 June, 2025
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