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Economic Security Generalist / Community Contact Center Operator-ICRC Retour vers les opportunités


25 Décembre 2020 Il y a 7 mois

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Détails de l'opportunité

Régions concernées par cette opportunité: Tunis
Domaines concernées par cette opportunité: Aide humanitaire

The International Committee of the Red Cross (ICRC) is an impartial, neutral and independent organization whose exclusively humanitarian mission is to protect the lives and dignity of victims of armed conflict and other situations of violence and to provide them with assistance Working for the ICRC means projecting a certain image of the organization. The ICRC expects all its staff to behave appropriately at all times, wherever they may be. All staff members must ensure that their attitude is in line with the principles of the organization, in both their professional and private lives. Please visit www.icrc.org for more information


The ICRC Delegation in Libya – temporarily located in Tunis – seeks to fill the following position:

Economic Security Generalist / Community Contact Center Operator 

The position is based in Tunis 

The Contact Centre Operator is the primary point of contact between a caller and the ICRC. This front-line role is an important two-way communication channel to receive and provide feedback/information from and to beneficiaries and the community at large. In particular, the Contact Centre Operator, must maintain a good overall understanding of the ICRC’s activities and operations in Libya, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require more detailed follow-up.


  • Responds to calls to understand the concerns of the caller and decide whether the concerns can be addressed immediately or require referral to other departments.
  • Understands that some concerns/issues require confidential and sensitive treatment and behaves accordingly.
  • Records the details of each call in the appropriate databases/software and maintains it up to date.
  • Follows up on cases referred to other departments to ensure timely follow-up.
  • Participates in the formulation of statistics and regular Contact Centre reporting by flagging issues and proposing improvements.
  • Performs medium-level data analysis and provides information to the supervisor upon request.
  • Collects data for assessment, registration, and monitoring. Enters the data into databases in line with the institutional guidelines for data storage, processing, and confidentiality.
  • Contributes to monitoring data collection using the appropriate questionnaire and tools.
  • Provides administrative support as needed.
  • Supports the other programmes in the EcoSec Unit upon request.


We offer a rewarding and enriching work opportunity in a humanitarian and international environment with initial training and on-boarding.

Official working hours are Sundays to Thursdays 0800 -1700 (one-hour lunch break)

Starting date: ASAP.

Critères d'éligibilité

  •     High school diploma, technical education, or professional degree in a related field. ·   
  •         2–3 years' experience in a data collection center contact center and/ or similar field
  • Have previous experience with a National or International organization,
  • Have good analytical, communication, and networking skills,
  • Have good knowledge and understanding of humanitarian issues,
  • Fluent in spoken and written English and Arabic,
  • Very good computer skills,
  • Knowledge about the Libyan context.

L'opportunité a expiré

Cette opportunité n'est malheureusement plus disponible sur Jamaity. Visitez régulièrement la rubrique opportunités pour ne plus en rater.



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