This position operates within the Afghanistan Inter-Agency Information and Accountability Centre (Awaaz Afghanistan), a critical inter-agency call center functioning as a toll-free humanitarian helpline in Kabul. The centre facilitates two-way communication between affected populations and humanitarian actors, providing accessible and timely information, gathering urgent needs, and channeling feedback and complaints. This mechanism is vital for promoting transparency and accountability in humanitarian programming and allowing affected populations to shape their own relief and recovery efforts in one of the world's most complex humanitarian crises.
Job Overview
Location
Kabul
Nationality
Afghan
Category
Other
Employment Type
Full Time
Salary
Not disclosed
Vacancy Number
VA No. 3768
No. of Jobs
1
City
Kabul
Organization
UNOPS
Experience
A minimum of four years of relevant experience in humanitarian context, call center (call operator), data collection or programme functions. Experience in usage of computer, datasets, and Microsoft Office software package (MS Excel especially).
Contract Duration
Ongoing contract subject to the project timeline, budget availability and individual's performance
Gender
Male/Female
Education
Secondary School Diploma with 4 years of relevant experience
Closing Date
2026-07-21
About UNOPS
Job Description
Job Requirements
Role Purpose
The Call Centre Assistant (Call Operator) supports the Call Centre Team by processing inbound and outbound calls, sharing and gathering information, and ensuring accurate data entry. This role is crucial for facilitating two-way communication between affected populations and humanitarian actors, contributing to the overall objective of strengthening accountability and streamlining management processes within the Inter-Agency Information and Accountability Centre (Awaaz Afghanistan). The incumbent applies established procedures to handle calls professionally, ensuring sensitivity, neutrality, and adherence to confidentiality.
Functions / Key Results Expected
1. Call Handling and Information Management
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Conduct daily inbound and outbound calls, ensuring rapid and efficient call handling.
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Accurately gather and share information with callers, maintaining clear and concise caller notes in English.
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Ensure all calls are handled with empathy, respect, dignity, and understanding, especially when dealing with distressing situations.
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Implement protection standards as trained and advised, adhering to confidentiality and data protection principles.
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Liaise with supervisors and other operators to provide relevant information to callers when needed.
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Flag urgent issues and information gaps to supervisors for further action.
2. Data Entry and Quality Assurance
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Ensure quality and accurate data entry into relevant systems.
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Refer enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes to the supervisor.
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Perform remote call monitoring (RCM) when needed to ensure quality standards.
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Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP), and Office rules and regulations.
3. Professional Development and Team Collaboration
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Attend briefings, meetings, training, and quality assurance performance improvement sessions as required.
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Maintain and advance core skills such as active listening and stress management as directed by management.
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Contribute to the overall strengthening and streamlining of IAIC’s management processes.
Skills
Communication, Data Entry, Information Management, Microsoft Excel, Stress Management, Active listening
Competencies
Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organisational 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.
Education Requirements
Required
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Secondary School Diploma with 4 years of relevant experience
Desired
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A university degree preferably in information management, information technology, statistics, or any other related fields.
Experience Requirements
Required
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A minimum of four years of relevant experience in humanitarian context, call center (call operator), data collection or programme functions.
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Experience in usage of computer, datasets, and Microsoft Office software package (MS Excel especially).
Desired
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Experience working in a call center or other related field handling customer enquiries.
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Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways.
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Working knowledge of protection issues, communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure.
Language Requirements
| Language | Proficiency Level | Requirement |
|---|---|---|
| English | Fluent | Required |
| Dari | Fluent | Required |
| Pashto | Fluent | Required |
| Uzbek | Fluent | Desirable |
| Turkmen | Fluent | Desirable |
Submission Guidelines
Submission Email
https://careers.unops.org/careersmarketplace/JobDetail/Call-Centre-Assistant-Call-Operator/3768
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