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. For more information, visit website: https://www.icrc.org/ .
The International Committee of the Red Cross (ICRC) Delegation in Ethiopia is looking to hire an experienced, highly motivated and qualified person to fill the position of:
Community Contact and Feedback Supervisor
ACCOUNTABILITIES AND RESPONSIBILITIES
- Supervision and daily management
- Design and maintain the scope of the activities and propose an evolution plan.
- Design and maintain SOPs and oversees the day-to-day activities ensuring their application.
- Monitors calls and requests volumes to ensure appropriate sizing of the cell and quality of response.
- Ensures that timely and appropriate feedback is provided to callers by the operators in the team.
- Ensures accurate use of the Community Contact Center (CCC) system, liaising with ICT and CCC support for any technological or functional issue.
- Works locally with Management, the CoC facilitator, ICT, Communication, Cooperation, and other departments as relevant to ensure a smooth gradual rollout of activities.
- At global and regional level, works with AAP team, CCC support team, Prevention team of the Global Compliance Office and Data Protection office.
- Data Management and Information flows:
- Liaises with operational departments and Management to maintain a regular flow of operational updates to the team of operators and to set up regular briefing sessions.
- Ensures accurate circulation of received and given information between affected people and concerned departments.
- Support departments a/o Management in framing and formulating ad hoc requests (surveys or verification) for performance or risk prevention purposes and designs appropriate tools and templates.
- Cleans and ensures coherence of all data collected from calls and other activities and provide recommendations following proper analysis.
- Case management:
- Decides on the level of sensitivity of cases, ensures appropriate confidentiality and referring to relevant departments, provides support for timely follow-up.
- Flags cases that require specific attention to the delegation Management.
- Reporting and proposals for improvements:
- Produces regular reports and analyses trends on the cell’s activities for the rest of the delegation.
- Liaise with the AAP team at global and regional level and contribute to their reflections.
- Contributes to delegation analyses on the context, humanitarian needs, and opportunities to engage with affected people in Ethiopia.
- Proposes improvements to reflect on ways to improve accountability of the ICRC to Affected People in Ethiopia, as well as prevention of Code of Conduct violations.
Place of work: Addis Ababa with occasional travel to ICRC’s operational areas in the country.
Job Requirements
Education and Professional Experience Required
- University Degree in Business Administration, Social Sciences, Community Development or relevant field.
- Minimum 5 years of experience (or combination of education, training and experience) in designing, overseeing, and implementing project monitoring and evaluation in non-profit sector.
- Experience in call centre environment, with knowledge of call centre telephony and technology
- Understanding of customer service principles and practices
- Experience in Microsoft Excel data analysis
- Experience with mapping and data visualization tools is an asset.
- Experience in project management, risk management, and report writing & presentation is an asset.
- Capable of developing positive relations with stakeholders and with interlocutors, contributing to creating a healthy working environment.
- Very good command of English, Amharic, Somali and Oromiffa languages, with ability to translate from these local languages to English in writing.
How to Apply
You can submit application & CV with copies of relevant documents in person to the ICRC Delegation in Addis Ababa (in front of EIAR, around Megenagna Egzeabher AB Church) OR, send to the ICRC Delegation Addis Ababa, Human Resources Department, and P.O. Box 5701, Addis Ababa.
Women and persons with disabilities are highly encouraged to apply.
Please note that only short-listed candidates will be contacted. No payments are required or accepted for this process and any canvassing will lead to disqualification.
Closing Date: February 5, 2021
More Information
- Address Addis Ababa
- Qualification BA/BSc
