About Kabul Municipality & Kabul Municipal Development Program (KMDP):

The Kabul Municipality (KM) has received a grant from the World Bank toward the cost of the proposed Kabul Municipal Development Project (KMDP). That builds upon the previous Kabul Urban Reconstruction Project (KURP), which financed upgrading similar to the works envisaged under the proposed project.

Job Details:

Position Title:                  Phone Monitor (REACH Project)

Job Location:                   Kabul

Nationality:                      National

Category:                         Monitoring & Evaluation, Communication

Employment Type:          Full-time

Salary:                             As per salary policy

Vacancy number:             KMDP-REACH-012

No of Positions:               11

Organization:                   Kabul Municipality (KM)

Working experience:       two years of experience in a call center environment

Gender:                           Male/Female

Contract duration:           Six months

Closing date:                   27 October 2020

Job Summary

Kabul Municipality is recruiting 11 individuals as Phone Monitors who will work in Kabul city to implement the mentioned project of the organization. You can apply for these positions if you are eligible.

About the project

The World Bank is helping the government of Afghanistan to boost social protection for poor and susceptible people during the current “relief” phase of the COVID-19 outbreak through the REACH project. Therefore, the REACH project is designed to deliver emergency social protection to the population catchment that is proportionate to the likely size of the COVID-19.

The REACH project will render relief to the households based on the geographic coverage of three different implementing organizations already managing pertinent projects (CCAP, EZ-Kar, and KMDP)

Job Description:

Role and Responsibilities:

• Manage large amounts of incoming and outgoing calls on time;
• Follow communication “scripts” while handling different topics;
•  Conduct monitoring and evaluation activities through telephone interviews with the direct and indirect recipients of the program;
• Through the phone server from the target audiences, fill the questionnaires and classify the data and report it to the Related M& E department;
• Determine customers’ needs, explain information, research every relevant issue;
• Keep records of all conversations in our call center database in a thorough way;
• Meet personal/team qualitative and quantitative targets;
• Research required information using existing resources;
• Process orders, forms, and application;
• Route calls to suitable resources;
• Monitor progress towards annual work plans, expected outputs, including selecting and monitoring progress in adhering to indicators;
• Coordinate the preparation of all quarterly progress reports, yearly project reports, and ad-hoc technical reports with the obligatory formats;
• Document all call information according to standard operating procedures.
• Knows what measure to take when an emergency call is required;
• Monitors automated systems and telephone equipment when the engineering and maintenance department is closed;
• Assists with reporting telephone equipment or service grievances and problems;
• Keep politeness and courteous while answering the call;
• Maintain records of calls placed and received;

Job Requirements

Qualification and experience:

• Must be at least high school graduate or bachelor’s degree in Social Sciences or Business Administration.
• Two years of related experience in a call center environment in national or international organizations.
• Strong call operation and verbal and written communication skills coupled with active listening.
• Knowledge of call center-related technology and software systems and practices
• Skillful in relevant computer applications
• Understanding of customer service practices and principles
• Strong data entry and typing skills
• Ability to handle the stressful situation properly

Technical Skills:

• Ability to react effectively and keep composure in emergencies.
• understanding of monitoring and evaluation concepts and practices
• Fluency in both written and spoken English, Dari, and Pashtu
• Experience in dealing with the public.
• Good multi-tasking skills.

How to apply for these posts?

Eligible and interested applicants should send their Cover letter and CV to the given email address below, clearly stating the reference number and position title (Phone Monitor- KMDP-REACH-012) in the subject line of the email, or else, the applications will not be considered for further process. Only shortlisted candidates will be contacted for test or interview.

Submission Email: kmdp.reach@gmail.com