Call Operator

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 war and internal violence and to provide them with assistance. It also endeavors to prevent suffering by promoting and strengthening humanitarian law and universal humanitarian principles.

The ICRC Delegation in Israel and the Occupied Territories (IL/OT), is recruiting a talented, energetic, and engaged candidate for the following position:

Call Operator

Place of Employment     :        Ramallah

Contract duration            :       1 Year                  contract renewable 

Trial period                      :       3 months

Occupation rate              :       100%

Job Grade                        :       B1

Starting Date                   :       January 2025

جميع الحقوق محفوظة لموقع جوبس.

Main responsibilities:

​The Community Contact Center Operator is the primary point of contact between affected people and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. S/he must maintain a good overall understanding of the ICRC's activities and operations in ILOT, feel a sense of ownership in responding to the queries of callers, 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.

The Call Operator:

      ​• Receives calls and acts as the primary point of contact between callers and the ICRC.

• Distinguishes between calls that can be dealt with directly and others that require routing to the appropriate sections/people within the delegation.
• Records the details of each contact with callers and ensures that the information received is classified into predetermined reference categories.
• Sees to it that callers receive a timely response to their queries.
• Forwards exchanges with callers for follow-up when need be.
• Compiles, cleans, analyses and disaggregates data for the production of regular reports.
• Implements requests from other departments for surveys or checking of information.
• Understands that some concerns/issues require confidential and sensitive handling and behaves accordingly.
• Immediately flags to the line manager any sensitive complaints or issues involving violations of the ICRC’s Code of Conduct.
• Depending on the context, has access to ICRC databases such as Prot 6, in order to perform any necessary searches and provide up-to-date information to callers.
• Acquires and maintains a good understanding of the AAP framework and the ICRC's Code of Conduct policies.
• Participates in the efficiency of the CCC by flagging issues and proposing improvements.
• Represents the ICRC in an appropriate way during activities, in meetings and in the field, and avoids any activity that may reflect negatively on the ICRC's image. 
• Education & professional experience:
  • Professional degree in Business Administration, Social Sciences, Community Development, or equivalent field
  • Minimum of 2 years work experience in a similar field of activity within a busy environment, preferably in the nonprofit sector
  • Experience in call management, social work and human service is a strong asset.
  • Experience in data management and practical knowledge of MS Office (in particular Excel)
  • Ability to adapt to technology and IT tools.
  • Attention to details and organization of work.
  • Clear and effective communication, with empathy, patience, and positive attitude
  • Excellent command of Arabic and English (with ability to translate from local languages in writing)

How to Apply

Interested applicants must submit an introduction letter and a resume, education, and work certificates, in English, no later than 26 November 2024 to [email protected] indicating in the subject line:

Call Operator Application_ Your name

Relevant applications will be treated, and only shortlisted candidates will be contacted.

“The ICRC values diversity and is committed to create an inclusive working environment. We welcome applications from all qualified candidates.” 

At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this  page.