Support Services Associate (Call Center Supervisor), Multiple positions

The Supervisor will perform the following duties with transparency and integrity, and in adherence to the humanitarian standards for information management 

• Support overall management  of the call center and coordination with relevant stakeholders 

• Capture and relay accurate and timely information in a professional manner while conducting inbound and outbound calls ensuring absolute data entry accuracy and adherence to protection, data protection, and confidentiality principles;

• Liaise with the Project manager ,  operators, and relevant stakeholders to gather information and resolve issues. 

• Handle calls in a timely and professional manner, including distressing calls. 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; 

• Write clear and concise caller notes in English, ensuring a rapid call handling time; 

• Attend briefings, meetings, training, quality assurance performance improvement sessions called by supervisors. Maintain and advance core skills (active listening, stress management) and to augment existing skills, knowledge, and capacity on specific areas, including protection and gender-related issues. When required, represent the call centre in meetings;

• Prepare reports and notes of the meetings;

• Remain informed of accurate and up-to-date information on the humanitarian response and information relevant to affected communities;

• Support internal and external information management structures to ensure the timely accurate delivery of information to both affected populations: Flag information gaps and call trend analysis to supervisors. Ensure that enquiries that fall beyond the scope of developed scripts, intake forms, and guidance notes are referred to the supervisor for further action;

• Demonstrate an ability to learn quickly, follow procedures, and act professionally at all times – especially under times of stress;

• Perform duties in line with key performance indicators (KPI) (e.g. time to resolve issue, time per interaction, optimisation rate, number of interactions handled per day, performance indicators);

• Be flexible in undertaking the duties and responsibilities attached to their job; incumbents may be asked to perform other duties which reasonably correspond to the general character of their job and their level of responsibility, including taking meeting minutes. Perform Acting Supervisor duties as required;

The incumbent will receive relevant training to implement their duties professionally and to the highest standard. The incumbent must be willing to work flexible hours on a shift schedule.

Education

• Secondary education required

•  Diploma or University Degree, preferably in international relations or IT will substitute some years of experience.

Experience

Required:

• 6 years of related work experience, in the humanitarian or development field

• Strong IT Skills and proven experience in usage of computers is required 

• Proven experience of working in a multi-cultural, multi-lingual, diverse team 

• Strong knowledge of protection issues

Desired:

• Experience in working with forcibly displaced populations, gender sensitivity, gender-based violence, sexual exploitation and abuse, mine-risk awareness, active listening techniques, basic counselling, and UN referral pathways.

• Experience working in a call center or other related field handling customer enquiries.

• Experience working in the humanitarian field

• Knowledge of current political, economic, and social fabric of Pakistan and the contextual information of Afghan refugees.

• Working knowledge of communicating with disaster affected populations, accountability to affected populations, and protection response infrastructure 

Languages

Fluency in English and Urdu , Pashtu and/or Dari is required.