SENIOR OPERATOR – COMMUNITY CONTACT CENTRE, MOGADISHU 61 views0 applications

Consultancy Somalia Finance Print


EMPLOYMENT OPPORTUNITY

SENIOR OPERATOR

COMMUNITY CONTACT CENTRE

MOGADISHU

About the Job

The Senior Operator for Community Contact Centre contributes to the implementation of ICRC beneficiary feedback system. He/she ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback. The CCC Senior Operator also plans and organizes ad hoc Call Centre verification of ICRC assistance programs. S/he supervises the operators in the CCC.

This is a resident/national position based in Mogadishu, Somalia.

Duties and Responsibilities

§ In liaison with the Call Centre Officer (CCO), oversees the day-to-day activities of the Community Contact Centre

§ Ensures correct and consistent recording of information in the CCC platform and the application of Standard Operating Procedures (SOPs) by the CCC team

§ Ensures timely resolution of beneficiary complaints and appropriate closure of cases in the CCC tool

§ Conducts regular checks on the CCC toll-free line and the online platform to ensure the systems are functioning well and flag any technical issues to the ICT team

§ Ensures beneficiaries are provided with appropriate answers to general questions on ICRC or those related to specific projects

§ Tracks progress of feedback management system through dashboard and provides regular updates to the CCO

§ Participates in the formulation of statistics and regular updates from the Community Contact Centre reporting; flags issues and proposes improvements

§ Plans and organizes ad hoc Call Centre verification activities

§ Trains ad hoc Call Centre operators on the use of the verification templates and data collection methodologies, and provides briefings on the specific projects being monitored

§ Consolidates verification data from various Call Centre assistants, performs quality control checks and assists the CCO in analysing and interpreting the data

§ Translates verification materials from English to Somali or vice-versa as required, in line with new modalities and telephone survey methodologies and verification procedures for Call Centre assistants

§ Provides general feedback to the CCO on survey related observations/challenges and gives suggestions on improving questionnaire design and beneficiary interviewing approaches

§ Organizes regular meetings within the team to ensure optimal coordination of the work and proper flow of information

§ Ensures the verification schedules provided by the CCO and assignment submission timelines are adhered to for timely reporting to relevant departments

§ Provides daily, weekly and monthly progress statistics on the monitoring exercises using relevant templates

Minimum qualifications and required competencies

· University degree in communication, social sciences or related fields

· 4 years’ experience in a similar field of activity

· Comprehensive knowledge of and exposure to a wide range of humanitarian assistance and emergency relief

· Proven experience and skills in data collection and analysis

· Good negotiation and communication skills

· Team management, coaching and team motivation skills

· Excellent knowledge of political, social, economic and cultural aspects in Somalia

· Fluency in written and spoken English and Somali languages

· Computer proficiency especially in MS Excel

We Offer

· A challenging job opportunity within a dynamic work environment in an international humanitarian organization

· Training and development opportunities

· A competitive salary with benefits, based on the ICRC Compensation and Benefits framework

How to apply

Apply by sending your cover letter and CV addressed to the Human Resources Manager, ICRC Somalia Delegation, on the email address [email protected]. Your cover letter must indicate your current salary and your expected salary range. The closing date is 10th December 2020. Clearly indicate the position title in the subject line of your email message. **

NOTE THAT ONLY EMAILED APPLICATIONS WILL BE CONSIDERED.

Please note that only short-listed candidates will be contacted and canvassing will lead to automatic disqualification. Any enquiries about the position should be addressed to *[email protected].*

Click on the link for information on data protection: Personal data protection information**

More Information

  • Job City MOGADISHU
  • This job has expired!
Mogadishu
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International Committee Of The Red Cross (ICRC)

The International Committee of the Red Cross (ICRC) is a humanitarian institution based in Geneva, Switzerland and a three-time Nobel Prize Laureate. State parties (signatories) to the four Geneva Conventions of 1949 and their Additional Protocols of 1977 (Protocol I, Protocol II) and 2005 have given the ICRC a mandate to protect victims of international and internal armed conflicts. Such victims include war wounded, prisoners, refugees, civilians, and other non-combatants.

The ICRC is part of the International Red Cross and Red Crescent Movement along with the International Federation of Red Cross and Red Crescent Societies (IFRC) and 190 National Societies. It is the oldest and most honoured organization within the Movement and one of the most widely recognized organizations in the world, having won three Nobel Peace Prizes in 1917, 1944, and 1963.

The International Committee of the Red Cross (ICRC) works worldwide to provide humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and at the same time promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

HISTORY

Since its creation in 1863, the ICRC's sole objective has been to ensure protection and assistance for victims of armed conflict and strife. It does so through its direct action around the world, as well as by encouraging the development of international humanitarian law (IHL) and promoting respect for it by governments and all weapon bearers. Its story is about the development of humanitarian action, the Geneva Conventions and the Red Cross and Red Crescent Movement.

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0 USD MOGADISHU CF 3201 Abc road Consultancy , 40 hours per week International Committee Of The Red Cross (ICRC)

EMPLOYMENT OPPORTUNITY

SENIOR OPERATOR

COMMUNITY CONTACT CENTRE

MOGADISHU

About the Job

The Senior Operator for Community Contact Centre contributes to the implementation of ICRC beneficiary feedback system. He/she ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback. The CCC Senior Operator also plans and organizes ad hoc Call Centre verification of ICRC assistance programs. S/he supervises the operators in the CCC.

This is a resident/national position based in Mogadishu, Somalia.

Duties and Responsibilities

§ In liaison with the Call Centre Officer (CCO), oversees the day-to-day activities of the Community Contact Centre

§ Ensures correct and consistent recording of information in the CCC platform and the application of Standard Operating Procedures (SOPs) by the CCC team

§ Ensures timely resolution of beneficiary complaints and appropriate closure of cases in the CCC tool

§ Conducts regular checks on the CCC toll-free line and the online platform to ensure the systems are functioning well and flag any technical issues to the ICT team

§ Ensures beneficiaries are provided with appropriate answers to general questions on ICRC or those related to specific projects

§ Tracks progress of feedback management system through dashboard and provides regular updates to the CCO

§ Participates in the formulation of statistics and regular updates from the Community Contact Centre reporting; flags issues and proposes improvements

§ Plans and organizes ad hoc Call Centre verification activities

§ Trains ad hoc Call Centre operators on the use of the verification templates and data collection methodologies, and provides briefings on the specific projects being monitored

§ Consolidates verification data from various Call Centre assistants, performs quality control checks and assists the CCO in analysing and interpreting the data

§ Translates verification materials from English to Somali or vice-versa as required, in line with new modalities and telephone survey methodologies and verification procedures for Call Centre assistants

§ Provides general feedback to the CCO on survey related observations/challenges and gives suggestions on improving questionnaire design and beneficiary interviewing approaches

§ Organizes regular meetings within the team to ensure optimal coordination of the work and proper flow of information

§ Ensures the verification schedules provided by the CCO and assignment submission timelines are adhered to for timely reporting to relevant departments

§ Provides daily, weekly and monthly progress statistics on the monitoring exercises using relevant templates

Minimum qualifications and required competencies

· University degree in communication, social sciences or related fields

· 4 years’ experience in a similar field of activity

· Comprehensive knowledge of and exposure to a wide range of humanitarian assistance and emergency relief

· Proven experience and skills in data collection and analysis

· Good negotiation and communication skills

· Team management, coaching and team motivation skills

· Excellent knowledge of political, social, economic and cultural aspects in Somalia

· Fluency in written and spoken English and Somali languages

· Computer proficiency especially in MS Excel

We Offer

· A challenging job opportunity within a dynamic work environment in an international humanitarian organization

· Training and development opportunities

· A competitive salary with benefits, based on the ICRC Compensation and Benefits framework

How to apply

Apply by sending your cover letter and CV addressed to the Human Resources Manager, ICRC Somalia Delegation, on the email address [email protected]. Your cover letter must indicate your current salary and your expected salary range. The closing date is 10th December 2020. Clearly indicate the position title in the subject line of your email message. **

NOTE THAT ONLY EMAILED APPLICATIONS WILL BE CONSIDERED.

Please note that only short-listed candidates will be contacted and canvassing will lead to automatic disqualification. Any enquiries about the position should be addressed to *[email protected].*

Click on the link for information on data protection: Personal data protection information**

 2020-12-11

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