Mission and objectivesUNOPS provides infrastructure, procurement and project management services for a more sustainable world. Firmly grounded in UN values, we ensure our partners maximize the positive impact of their peace and security, humanitarian and development projects. Equality, inclusiveness, sustainability and resilience form the foundations of our work. UNOPS is dedicated to supporting our partners by providing services that increase the effectiveness of peace and security, humanitarian and development projects worldwide. To advance the 2030 Agenda โ including supporting climate actions and promoting equal opportunities โ UNOPS aims to engage in collaborative partnerships with a focus on sharing our expertise in infrastructure, procurement, project management, human resources and financial services. They work with a variety of partners, from the UN family to governments, non-governmental organizations, academia and the private sector. Their partners call on us to supplement their own capacities, improve efficiency and transparency, reduce risks, boost cost-effectiveness and ensure quality.
ContextThe 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. 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 organisations. With over 6,000 personnel spread across 80 countries, UNOPS offers its partners the logistical, technical and management knowledge they need, where they need it. By implementing around 1,000 projects for our partners at any given time, UNOPS makes significant contributions to results on the ground, often in the most challenging environments. Background Information โ Pakistan. The United Nations Office for Project Services (UNOPS) aims to make significant strides in promoting sustainable development, aiding the federal and provincial government in SDGs attainment, and establishing itself as a reliable provider of efficient services for development programming around Climate Adaptation, Basic Service Delivery and Energy Efficiency. Operational since 1999, UNOPS Pakistan (Project Office) is part of the Sri Lanka Multi-Country Office in the Asia Pacific Region. Background Information- Job Specific The project will operate as part of the one UN system, and focus around digitisation of basic services and messages, with a particular focus on marginalised groups. Further details on the project will be shared during the advanced stages of the recruitment process.
Task DescriptionUNOPS 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 Helplineโs objectives through the provision of: โ Call handling, information sharing and information gathering, inputting data accurately and informing supervisor of urgent issues/cases; โ Professional-grade call handling ability, displaying sensitivity, neutrality, and patience, and adhering to confidentiality and data protection principles; โ Implementation of protection standards as trained and advised; Functional responsibilities The Operator will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management. โ Daily call handling (inbound and outbound); โ Ensuring quality and accurate data entry - writing clear and concise caller notes in English, ensuring a rapid call handling โ 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; โ Dealing with distressing calls professionally; โ Capture and relay of accurate and timely information to callers in a professional manner; โ Liaise with supervisors and other operators to provide relevant information to callers when needed; โ Attend briefings, meetings, training, quality assurance performance improvement sessions called by supervisors. โ Flag information gaps to supervisors; โ Ensure enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action;
Competencies and valuesIntegrity & Inclusion Partnering Results Orientation Agility Solution Focused Effective Communication
Living conditions and remarksAs this is a national UNV assignment, the UN Volunteer will be responsible for arranging his/her own housing and other living essentials. UNV Field Unit will help you open a Pak rupee bank account with Standard Chartered Bank or any other local bank at your duty station.