Overview
The Community Contact Center Operator is the primary point of contact between a caller and the ICRC, ensuring callers have a positive impression and their needs are understood and addressed.
Key Responsibilities
- Responds to callers using pre-determined answers and filters concerns for immediate action or escalation.
- Handles confidential and sensitive issues appropriately.
- Flags sensitive complaints or Code of Conduct violations to the line manager.
- Records caller contact details in the CCC system and classifies information.
- Ensures exchanges with affected people are fed into the system for follow-up.
- Compiles, cleans, and analyzes data from the CCC system for reports.
- May participate in dissemination campaigns, remote surveys, or data collection exercises.
- May access ICRC databases for necessary searches and information provision.
Required Experience
Minimum of 2 years work experience in a similar field of activity within a busy environment, preferably in the non-profit sector. Experience in call centre environment, with knowledge of call centre telephony and technology, is an asset. Experience in data management.
Qualifications
First degree or Diploma in Business Administration, Social Sciences, Community Development, or relevant field.
