Overview
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.
Key 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.
- 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.
- Flag urgent issues and information gaps to supervisors.
- 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.
- 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.
- Maintain and advance core skills such as active listening and stress management.
- Contribute to the overall strengthening and streamlining of IAIC’s management processes.
Required Experience
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).
Qualifications
Required Secondary School Diploma
