Economic Security Generalist / Community Contact Center Operator-ICRC عودة إلى الفرص

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.

MAIN TASKS

• 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.