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Background Information – UNOPS
The 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. UNOPS supports partners to build a better future by providing services that increase the efficiency, effectiveness and sustainability of peace building, humanitarian and development projects. 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 organizations.
Background Information – Afghanistan
With more than 20 years of experience in the country, UNOPS Afghanistan focuses on providing maximum support to the people of Afghanistan through the delivery of projects and services that improve the lives of people in need. The UNOPS Afghanistan Country Office (AFCO) serves as an organizational mechanism to deliver a range of projects for which UNOPS has been designated as the implementation agency. At present, UNOPS AFCO activities cover a range of sectors including humanitarian, basic human needs, cash for work, infrastructure, development, procurement and HR services.
The functional objective of UNOPS AFCO is to contribute to improving the lives of girls, boys, men and women living in Afghanistan. The aim of UNOPS AFCO is to provide efficient and cost-effective implementation services on behalf of all our partners to support the humanitarian response and development of the country. UNOPS AFCO’s mission is to exceed the expectations of all stakeholders in the delivery of AFCO services, at all times, in all places, in all circumstances, in order to improve the lives of Afghans in need.
Background Information – Job-specific
Responding to one of the most complex humanitarian crises in the world, the Afghanistan Inter-Agency Information and Accountability Centre (IAIAC) known as Awaaz Afghanistan is an inter-agency call centre (a two-way communication and accountability mechanism) that responds to the information and communication needs of affected populations in Afghanistan and allows affected populations to shape their own relief and recovery. Based in Kabul and functioning as a toll-free humanitarian helpline, Awaaz Afghanistan is a link to the partnership between those who wish to assist and those who need assistance and is accountable to both constituencies.
Supported by the Humanitarian Country Team, with current funding from the Afghanistan Humanitarian Fund (AHF) and the Directorate-General for European Civil Protection and Humanitarian Aid Operations (ECHO), Awaaz’s primary objective is to promote two-way communication between affected populations to:
Purpose and Scope of Assignment
UNOPS 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, Dari and Pashto. Knowledge of other languages will be an asset. The outcome of this consultancy is to further strengthen and streamline IAIC’s management processes as part of its overall objective to strengthen accountability to affected populations in Afghanistan. The IAIC is currently open seven days per week, from 7am to 7pm; Shift schedules are open to change depending on operational requirements. Female operators are available during working hours.
Result of this function achieves Awaaz’s objectives through the provision of:
The incumbent reports to the call centre supervisor/lead, who reports to the Project Manager Afghanistan Country Office (AFCO) – Kabul, Afghanistan.
Functional Responsibilities
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:
Education/Experience/Language requirements
Education
Experience
Required:
Desired:
Languages
Competencies
Treats all individuals with respect; responds sensitively to differences and encourages others to do the same. Upholds organizational 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.
Contract type, level and duration
Contract type:Local ICA
Contract level: LICA 4
Contract duration: Ongoing ICA – Open-ended, subject to organizational requirements, availability of funds and satisfactory performance
For more details about the ICA contractual modality, please follow this link:
https://www.unops.org/english/Opportunities/job-opportunities/what-we-offer/Pages/Individual-Contractor-Agreements.aspx
Additional Information
Terms and Conditions
Source : https://jobs.unops.org/Pages/ViewVacancy/VADetails.aspx?id=29955
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