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 briengs, 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.

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Education/Experience/Language requirements

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:

Required

• 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

Desired:

• Experience in working with forcibly displaced population.
• 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 , disaster affected populations, and accountability to affected populations.
• Experience in google suite applications (docs, sheets, slides) is highly desirable.

Language Requirements:

• Fluency in English and Urdu is required
• Dari and/or Pashto intermediate required.
• Other languages are desired (Uzbek, Arabic, etc.