Call Centre Assistant (Call Operator)

Handles inbound and outbound calls for Awaaz Afghanistan, giving and collecting humanitarian information, recording caller notes and supporting accountable two-way communication with affected communities.

• Conduct daily inbound and outbound calls with rapid and efficient call handling
• Gather and share information with callers while maintaining clear caller notes in English
• Handle calls with empathy, respect, dignity and confidentiality in sensitive situations
• Apply protection standards and data protection principles as trained and advised
• Coordinate with supervisors and operators to provide relevant information and flag urgent issues
• Enter accurate data into relevant systems and refer out-of-scope enquiries to supervisors
• Perform remote call monitoring and follow KPIs, SOPs and office rules
• Attend briefings, meetings, training and quality assurance sessions to strengthen call-centre processes

• Secondary school diploma with 4 years of relevant experience
• At least 4 years of relevant experience in a humanitarian context, call centre, data collection or programme functions
• Experience using computers, datasets and the Microsoft Office software package, especially MS Excel
• Fluency in English
• Fluency in Dari
• Fluency in Pashto

• Applications must be received before midnight Copenhagen time on the closing date
• Only shortlisted candidates will be contacted and may be invited to assessments
• Recruitment is contingent on UNOPS background checks