UNOPS

The Asia Pacific Regional Office, based in Bangkok, Thailand, provides strategic leadership and oversight for UNOPS operations across 17 countries, ensuring high performance, operational excellence, and alignment with organizational goals. Operations currently span Afghanistan, Bangladesh, Cambodia, China, India, Indonesia, Lao PDR, Myanmar, Nepal, Papua New Guinea, Pakistan, the Philippines, Sri Lanka, Thailand, Vietnam, and the Pacific Islands. Across these countries, we work closely with key stakeholders to strengthen partnerships and maximize impact through five main operating units: Afghanistan (AFCO), Myanmar (MMCO), South Asia Multi-Country Office (SAMCO), East Asia and Pacific Multi-Country Office (EAPMCO), and the Asia Regional Health Cluster (ARHC). Through these entities, we provide agile, client-focused service delivery across diverse sectors - including infrastructure, health, procurement, and project management - supporting the implementation of sustainable development solutions across the region.

Since 1995, UNOPS has maintained an active presence in Afghanistan, delivering efficient, agile services in support of both humanitarian response and development efforts. Prior to August 2021, the Afghanistan Country Office (AFCO) implemented projects across a broad range of sectors, including infrastructure, procurement, capacity building, and environmental protection. In response to evolving humanitarian needs, AFCO has shifted its focus to supporting life-saving initiatives and basic human needs. Current priorities include managing large-scale cash-for-work programmes, procuring emergency supplies, and providing inter-agency coordination, communication, and accountability support.

This position operates within the Afghanistan Inter-Agency Information and Accountability Centre (Awaaz Afghanistan), a critical inter-agency call center functioning as a toll-free humanitarian helpline in Kabul. The centre facilitates two-way communication between affected populations and humanitarian actors, providing accessible and timely information, gathering urgent needs, and channeling feedback and complaints. This mechanism is vital for promoting transparency and accountability in humanitarian programming and allowing affected populations to shape their own relief and recovery efforts in one of the world's most complex humanitarian crises.

The Call Centre Assistant (Call Operator) supports the Call Centre Team by processing inbound and outbound calls, sharing and gathering information, and ensuring accurate data entry. This role is crucial for facilitating two-way communication between affected populations and humanitarian actors, contributing to the overall objective of strengthening accountability and streamlining management processes within the Inter-Agency Information and Accountability Centre (Awaaz Afghanistan). The incumbent applies established procedures to handle calls professionally, ensuring sensitivity, neutrality, and adherence to confidentiality.

Required

• Secondary School Diploma with 4 years of relevant experience

Desired

• A university degree preferably in information management, information technology, statistics, or any other related fields.

Required

• 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).

Desired

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

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

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

• UNOPS does not accept unsolicited resumes. 
• UNOPS will at no stage of the recruitment process request candidates to make payments of any kind.
• Applications to vacancies must be received before midnight Copenhagen time (CET) on the closing date of the announcement. Applications received after the closing date will not be considered. 
• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the selection process, which may include various assessments. 
• UNOPS embraces diversity and is committed to equal employment opportunity. Our workforce consists of a wide range of nationalities, cultures, languages, races, gender identities, sexual orientations, and abilities. We strive to sustain and strengthen this diversity, fostering an inclusive working environment where all personnel are treated with respect and have equal access to opportunities.
• UNOPS evaluates all applications based on the skills, qualifications and experience outlined in the vacancy announcement. We are committed to a fair and transparent selection process and welcome diverse perspectives, including those of women, indigenous and racialized communities, individuals of diverse gender identities and sexual orientations, and persons with disabilities.
• We are committed to enabling all candidates to perform at their best during the assessment process. If you are shortlisted and require support or reasonable accommodation to complete any assessment, please inform our human resources team upon receiving your invitation.
• UNOPS has zero tolerance for sexual exploitation and abuse (SEA), sexual harassment, and other forms of abusive conduct, including discrimination, abuse of authority, and harassment. To uphold these standards, background checks are conducted for all final candidates to help ensure that individuals with a history of such conduct are not hired. By applying for a position with UNOPS, candidates acknowledge and consent to these verification processes.
  

• For staff positions only, UNOPS reserves the right to appoint a candidate at a lower level than the advertised level of the post. 
• For retainer contracts, you must complete a few mandatory courses (they take around 4 hours to complete) in your own time, before providing services to UNOPS. Refreshers or new mandatory courses may be required during your contract. Please note that you will not receive any compensation for taking courses and refreshers. For more information on a retainer contract here. 
• For more details about the contract types, please click here.
• All UNOPS personnel are responsible for performing their duties in accordance with the UN Charter and UNOPS Policies and Instructions, as well as other relevant accountability frameworks. In addition, all personnel must demonstrate an understanding of the Sustainable Development Goals (SDGs) in a manner consistent with UN core values and the UN Common Agenda. 
• It is the policy of UNOPS to conduct background checks on all potential personnel. Recruitment in UNOPS is contingent on the results of such checks.