Support Services Associate
United Nations Office for Project Services, Kabul, Afghanistan
Closing Date for Applications:
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;
- Receive inbound calls and make outbound calls, including for monitoring and evaluation purposes;
- 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;
Impact of results
- The outcomes of the role impacts UNOPS IAIC project. The work of the Operator contributes to achievement of UNOPS mission and vision:
- To expand the capacity of the United Nations system and its partners to implement peace building, humanitarian and development operations that matter for people in need.
- To satisfy UNOPS partners with management services that meet world-class standards of quality, speed and cost-effectiveness.
- In particular, the results of the Operator contribute to the following strategic goals:
- Enhanced accountability and transparency, through the delivery of services that meet or exceed expectations
- Enhanced UNOPS operational capacity through improved process efficiency and effectiveness of UNOPS practices
- Monitoring and Progress Controls
- Assessment of task completion
- Successfully meeting deadlines
- Secondary education required. A Diploma or University Degree, preferably in international relations or IT would be an asset and my substitute for some of the required years of experience but is not a requirement.
- 6 years of related work experience in a support function, in the humanitarian or development field, IT, administration
- 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
- 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 inquiries.
- 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
- Fluency in written and spoken English, Pashtu, and Dari is required. Knowledge of Urdu would be an asset
- Other local languages are desired (Uzbaki, Turkmani, Pashai)