Call Centre Assistant (Call Operator)

The Call Centre Assistant supports the Call Centre Team by processing inbound and outbound calls, sharing and gathering information, and ensuring accurate data entry. This role facilitates two-way communication between affected populations and humanitarian actors, strengthening accountability and streamlining management processes within the Inter-Agency Information and Accountability Centre in Kabul.

Responsibilities

• Conduct daily inbound and outbound calls, ensuring rapid and efficient call handling.
• Accurately gather and share information with callers, maintaining clear and concise caller notes in English.
• Ensure all calls are handled with empathy, respect, dignity, and understanding, especially when dealing with distressing situations.
• Implement protection standards as trained and advised, adhering to confidentiality and data protection principles.
• Liaise with supervisors and other operators to provide relevant information to callers when needed.
• Flag urgent issues and information gaps to supervisors for further action.
• Ensure quality and accurate data entry into relevant systems.
• Refer enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes to the supervisor.
• Perform remote call monitoring (RCM) when needed to ensure quality standards.
• Perform duties in line with key performance indicators (KPI), Standard Operating Procedures (SOP), and Office rules and regulations.
• Attend briefings, meetings, training, and quality assurance performance improvement sessions as required.
• Maintain and advance core skills such as active listening and stress management as directed by management.
• Contribute to the overall strengthening and streamlining of IAIC’s management processes.

Requirements

• Secondary School Diploma with 4 years of relevant experience.
• A university degree preferably in information management, information technology, statistics, or any other related fields.
• 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).
• Experience working in a call center or other related field handling customer enquiries (desired).
• Experience in gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways (desired).
• Working knowledge of protection issues, communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure (desired).
• Fluent proficiency in English, Dari, Pashto, and Uzbek (required).
• Fluent proficiency in Turkmen (desirable).

Skills

• Call Center Operations
• Data Collection
• MS Excel
• Information Management
• Customer Enquiry Handling
• Active Listening Techniques
• Basic counselling
• UN Referral Pathways
• Gender Sensitivity
• Gender-Based Violence Awareness
• Mine-Risk Awareness
• Protection Issues Knowledge
• Accountability to Affected Populations
• Protection Response Infrastructure
• Computer usage

Languages

English, Dari, Pashto, Uzbek, Turkmen