Community Contact Center (CCC) Operator at ICRC - International Committee of the Red Cross

Purpose

• Under the supervision of the Community Contact Centre Supervisor, The Community Contact Centre (CCC) operator aims to increase ICRC’s Accountability to the persons we serve.
• The CCC receive questions, complaints and comments from callers from around Nigeria in connection with their humanitarian needs and ICRC activities.
• The Contact Centre will also share information on ICRC programs and criteria for eligibility with callers, at times pro-actively and will occasionally also carry out small surveys on behalf of the ICRC.
• It is also used to proactively call persons affected by the conflict and violence to gauge their views and perception, with a view to improving our assistance and service to them.

Accountabilities & Functional Responsibilities

• Respond to calls to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or require referral to other specialists or departments.
• Make calls to persons affected by conflict and violence in Nigeria to assess their level of satisfaction with, and perceptions of, ICRC activities and services.
• Accurately record and maintain details of each call in the appropriate database / software.
• Follow up promptly on complaints and provide timely feedback to Affected Population
• Follow up on cases referred to other departments to ensure timely follow up and action.
• Contribute to the compilation of statistics and regular Community Contact Centre reports identifying trends, flagging issues and proposing improvements.
• Maintain a good understanding of the ICRC’s activities around Nigeria by reviewing briefing materials, following relevant guidance and SOPs, participating in regular briefing sessions, and proactively seeking information from relevantdepartments.
• Carry out any other duties related to Accountability to Affected persons shall the need arise.

Certifications / Education Required

• A University Degree in a relevant field.
• Minimum 2 years of professional experience in a similar position
• Proficiency in English, Kanuri and Hausa.
• Knowledge of Shuwa Arab, Pidgin, Fulfulde an asset.
• Good understanding of humanitarian issues and current events in Nigeria
• Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable
• Good understanding of the importance of knowledge management and confidentiality
• Strong organizational and planning skills.

Desired profile and skills:

• Strongly motivated by humanitarian work
• Able to work under pressure.

Our values:

• At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this page.

Reports to (role):

• Community Contact Centre (CCC) Supervisor.

People management responsibilities:

• No.

Relationships:

• Internally, interacts with colleagues in the delegation or sub-structure.
• Externally, interacts with a network of local contacts, such as authorities, opposition leaders, non-State armed groups, the civilian population, international and organizations, non-governmental organizations and International Red Cross and Red Crescent Movement partners.