Community Contact Center (CCC) Operator

The International Committee of the Red Cross (ICRC) is seeking a Community Contact Center (CCC) Operator in Abuja to handle calls, conduct follow-ups, and support accountability to affected populations in Nigeria.

What it offers

• Rewarding humanitarian work in a multicultural environment
• Competitive employment package including medical insurance and ICRC pension plan
• In-house training opportunities for personal development
• Full-time, fixed-term contract (4 months – maternity cover)
• Opportunity to join an ICRC talent pool for future assignments

Who can apply

• University degree in a relevant field
• Minimum 2 years of professional experience in a similar position
• Proficiency in English, Kanuri, and Hausa
• Knowledge of Shuwa Arab, Pidgin, Fulfulde is an asset
• Good understanding of humanitarian issues and current events in Nigeria
• Experience using online dashboards for data analysis and prior experience working with technology for humanitarian organizations is desirable
• Good understanding of the importance of knowledge management and confidentiality
• Strong organizational and planning skills
• Strongly motivated by humanitarian work
• Able to work under pressure

What you'll do

• Respond to calls to understand caller concerns and decide on immediate resolution or referral
• Make calls to persons affected by conflict and violence in Nigeria to assess satisfaction and perceptions of ICRC activities and services
• Accurately record and maintain details of each call in the appropriate database/software
• Follow up promptly on complaints and provide timely feedback to affected populations
• Follow up on cases referred to other departments to ensure timely action
• Contribute to the compilation of statistics and regular CCC reports identifying trends and proposing improvements
• Maintain a good understanding of ICRC’s activities around Nigeria by reviewing briefing materials and participating in regular briefing sessions
• Carry out other duties related to accountability to affected persons as needed

How to apply

• Apply via the ICRC careers portal
• Read the prerequisites before applying

Good to know

• Reports to the Community Contact Centre Supervisor
• No people management responsibilities
• Internally interacts with delegation colleagues; externally interacts with authorities, local contacts, NGOs, and Red Cross partners
• ICRC values diversity and is committed to creating an inclusive working environment