Call Centre Assistant – Helpline Support

About the role

UNOPS is looking for a Call Centre Assistant to join the UNHCR Humanitarian Helpline team in Pakistan. The role involves answering and making calls, sharing accurate information, gathering data from callers, and flagging urgent cases while maintaining high standards of confidentiality and empathy.

Key responsibilities

• Handle inbound and outbound calls daily, ensuring timely and professional communication.
• Enter caller information accurately in English, writing clear and concise notes.
• Provide empathetic support to vulnerable callers and manage distressing conversations with sensitivity.
• Capture and relay accurate information to callers and supervisors.
• Liaise with supervisors and other operators to provide relevant information.
• Attend briefings, trainings, quality‑assurance sessions, and flag information gaps.

Required profile

• Proficiency in written and spoken English.
• Knowledge of Dari is essential.
• Demonstrated ability to handle calls with neutrality, patience, and respect for confidentiality.
• Commitment to humanitarian information‑management standards and protection principles.

Required skills

What we offer

• Opportunity to contribute to a critical humanitarian helpline serving affected populations.
• Experience working with UNOPS and UNHCR partners in a collaborative environment.