Job Summary:

The Community Contact Center (CCC) Operator is the primary point of contact between affected people and the ICRC. This front-line role is important in leaving the affected people with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. In particular, the CCC Operator, must maintain a good overall understanding of the ICRC’s activities and operations in Lebanon, feel a sense of ownership in responding to the queries of affected people, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management. S/he must also be able to understand and implement ad hoc requests from departments for specific surveys or verifications.

Objectives and Tasks:

• Responds to calls using pre-determined answers obtained from specialists in departments, in  order to understand the concerns of the affected people and decide on whether the concerns can be addressed immediately require referral to other departments;
• Treat all concerns / issues in a confidential and sensitive manner and behaves accordingly;
• Immediately flags to the CCC supervisor (line manager) sensitive complaints, calls or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management;
• Records the details of each contact in CCC system and ensures information received from affected people is classified into pre-determined reference categories;
• Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the system and followed-up by relevant department specialists when need be
• Follows up on cases referred to other departments to ensure timely response to affected people;;
• Compiles, cleans, analyses and disaggregates data from CCC system to produce regular complaints and feedback reports;
• Participates in the formulation of statistics and regular Contact Centre reporting by flagging issues and proposing improvements;
• Shares pertinent information with colleagues and reports any changes in the situation.
• Participates in dissemination campaigns to encourage affected people to give feedback on ICRC programs
• May be asked upon request from ICRC departments to call pre-defined samples of people for verification or monitoring purposes (e.g. validity of registered telephone numbers, validity of registered profiles, confirmation of receipt of relevant assistance);
• May be asked upon request from ICRC departments to conduct surveys or to call other stakeholders (suppliers, National Society members…), and compile collected data accordingly;
• Is available for field missions to become better acquainted with ICRC operations in Lebanon,
• May participate in internal and external meetings or briefings on ICRC field activities.
• Carries out other tasks as requested.

GENERAL DUTIES

• Understands and adheres to the seven Fundamental Principles of the International Red Cross and Red Crescent Movement;
• Understands and adheres to the ICRC Code of Conduct;
• Understands the roles of the components of the International Red Cross and Red Crescent Movement;
• Respects and observes staff regulations and security rules at all times;
• Represents the ICRC in a professional manner at all times;
• Develops and maintains a pleasant and conducive working environment with colleagues and line managers;
• Performs all duties with the highest level of confidentiality in the interest of the employees and the ICRC;
• May be asked to perform tasks not covered in this job description and to provide support to other departments when necessary.

Job Details:

Job Location: Beirut, Lebanon

Working Schedule: Monday to Friday from 8am to 5 pm

Contract Type: Fixed Term, until December 31, 2024

Salary Package: USD 1’570 – 2’641(As per ICRC salary scale, salary setting processes will determine fair setting in coherence with the qualifications of the applicant and the requirements of the job).

Opening          24.04.2024

Closing           30.04.2024 

Submission Guidelines

We thank you in advance for uploading your CV.

Due to the large volume of applicants, we are unable to respond to application’s queries. Only short-listed candidates will be contacted.

The ICRC is committed to creating an inclusive working environment for all its employees. Inclusion is embedded in the principles and values of the Movement – as it is committed to non-discrimination, as confirmed by the principles of humanity and impartiality, and is open to all, as confirmed by the principle of unity.  

We are continually taking steps to improve diversity and inclusion within the organization as well as ensure it is embedded in our programming. 

We are committed to ensuring fair and equitable recruitment and promotion opportunities for all individuals and welcome all qualified candidates to apply to positions at the ICRC. Further, we are committed to achieving gender parity for our staff in management positions, as part of our institutional strategy objectives related to inclusion. 

We aim to ensure career development opportunities for staff, our delegation is responsible for setting objectives to ensure more diverse management teams in our context. In parallel, the HR / People and Culture (PAC) Team accompanies and supports this process with the aim of setting people up for success in their future roles.

The ICRC guarantees the protection of personal data and takes the necessary steps to protect employees’ personal data against unauthorized access and transfer. This also applies when the employer entrusts third parties with the processing, preservation and recording of personal data. 

Skills

Position Requirements:

Minimum Qualifications:

Years of experience required: 2 to 3 years of experience as a social worker, call operator (preferably in a humanitarian or the non-profit organization) or similar.

Experience in call center environment, with knowledge of call center telephony and technology is an asset.

Experience in data management.

Experience in call center environment, with knowledge of call center telephony and technology is an asset. Experience in data management.

Level of education: Bachelor’s degree.

Field of education: Social Work, social sciences, community development or similar fields.

Languages: Arabic (Native) English (Full Professional working), French is an asset.

Computer Literacy: Advanced particulary in Microsoft excel

Required Competencies

• Leadership (Basic)
• Accountability (Advanced)
• People management (Basic)
• Teamwork & Collaboration (Advanced)
• Representing the ICRC (Advanced)
• Beneficiary & Client focused (Advanced)
• Strategic thinking (Proficient)