Community Contact Centre (CCC) Operators at ICRC - International Committee of the Red Cross

Under the supervision of the CCC Supervisor, the Community Contact Centre (CCC) 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.
Main Duties and Responsibilities

• Calls proactively community members to gauge perception and satisfaction level of ICRC activities and services
• Responds to calls to understand the concerns of the caller and decide on whether the concerns can be addressed immediately or require referral to other departments.
• Give calls to persons affected by the conflict and violence in Nigeria to gauge their level of satisfaction and perception over ICRC activities and services
• Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.
• Immediately flags to the Community Contact Centre supervisor calls or issues involving Code of Conduct violations or
• requiring the involvement of the Delegation Management.
• Records the details of each call in the appropriate databases / software.
• Immediate follow up of complains and immediate feedback to the Affected Population
• Follows up on cases referred to other departments to ensure timely follow up and action.
• Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements.
• Is available for field missions to become better acquainted with ICRC operations in Nigeria, follow up on specific cases and
• thematic, and, on occasion, participate in monitoring activities for ongoing projects when requested.

Education and Experience Required

• University degree from any reputable institution of learning
• Experience in call centre operation an asset
• Minimum 2 years of professional experience in a similar position
• Good understanding and knowledge of humanitarian issues and current events in Nigeria
• Proficient knowledge and skills in project cycle management
• Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable

Desired profile and Skills

• MUST be proficient in English, Hausa and Kanuri.
• Knowledge in Shuwa Arab, Pidgin, Fulfulde or Tiv an asset.
• Deep understanding of significance of transparency and accountability agenda in remote operations in a highly volatile context
• Understanding on importance of knowledge management and confidentiality
• Good organizational and planning skills
• Communication skills and the aptitude to handle competing messages and priorities
• Sensitive to cultural, gender, religious and other social issues.

The deadline for the submission of applications will be 12.11.2021, 16:30hrs.