Call Center Operator

Catholic Relief Services

Jerusalem, West Bank, & Gaza (JWBG)

Consultant: Call Center Operator (Bethlehem)

Introduction

Catholic Relief Services (CRS) is an international relief and development agency of the Catholic community in the United States.  CRS supports more than 100 million people in more than 100 countries on five continents based on need regardless of race, religion, or ethnicity.  CRS has been present in Jerusalem, West Bank, and Gaza (JWBG) since 1961 supporting emergency, recovery, and development programs with activities in the sectors of: food security, shelter, psychosocial support, agricultural and urban livelihoods, youth and women’s empowerment, and health.  For further information about CRS, please visit: www.crs.org. 

CRS is implementing a $5M, 6-month program funded by USAID to help mitigate the spread and impact of COVID-19 in the West Bank.  The program has two key components: 1) supporting public and charitable health facilities to effectively respond to COVID-19; and 2) supporting vulnerable households to practice safe behaviors that reduce the spread of COVID-19.  CRS is working in close coordination with the Palestinian Ministry of Health and the Health Cluster on the response.  The program is in its last month.

Objectives:

CRS seeks a call center operator to help manage calls, messages, and feedback between CRS and households benefitting from the COVID-19 Emergency Response.  This is a 1-month position, with possibility for extension.

Description of Work:

• Respond to telephone / WhatsApp calls and messages
• Adhere to CRS accountability manners and values of handling feedback.
• Record feedback received on the CRS accountability management system.
• Communicate responses and announcements to beneficiaries by telephone.
• Handle feedback received through CRS E-mail.
• Assist CRS COVID-19 Emergency Response team in calling people (beneficiaries, vendors, etc.) upon request.

Conditions:

• The consultant will receive an initial briefing on the project and feedback response SOPs from CRS’ COVID-19 MEAL Officer.
• The consultant may work from CRS’ office in Bethlehem (providing his/her own transportation to the office) or from home, but should be prepared to work from Bethlehem office for at least the first two weeks during orientation.
• The consultant will be equipped with a tablet and SIM card for managing feedback and calls, which s/he shall protect and manage in a professional way.
• All information received during the execution of the scope of work shall be treated as confidential and proprietary to CRS and cannot be reused without written consent of CRS.

Profile of the Consultant:

• High School Diploma required; college degree preferred.
• Good communication and active listening skills
• Good interpersonal skills and the ability to interact effectively with diverse groups
• Proactive, results-oriented, service-oriented, with attention to detail.
• Positive attitude and willingness to help vulnerable people
• Proficiency with computers and tablets and computer programs, especially Microsoft products. 
• Good English language is required
• Previous call center work a plus.
• Ability to maintain strict confidentiality required.

Location of the Work:

The work may be conducted from CRS’ office in Bethlehem or from home and may include periodic required meetings in Bethlehem or Ramallah.

Consultancy Duration:

The consultancy period is 15 October – 15 November 2020. 

Reporting:

The Consultant will report directly to the COVID-19 MEAL Field Officer on all aspects related to this consultancy. 

Payment

The consultancy rate shall be proposed by the consultant per working day.

General Rules:

• CRS has the right to request illustrations or modifications/negotiations after awarding decision.
• CRS is NOT committed to the least price offer and has the right to cancel or re-advertise this TOR without explicating the reasons.
• CRS may select more than one consultant(s) to complete the full scope of this ToR. If this is the case, the components for which each individual / firm is responsible will be made clear in each respective contract. 

Tentative Dates:* 

• Submission deadline: 11 October 2020, 12:00am (midnight)
• Selection decision: 13 October 2020, close of business 

*Final dates are subject to change based on volume of applications received.

How to Apply: Interested applicants with relevant experience and qualifications are encouraged to submit an application as follows: 

• Application form and complete Terms of Reference is available at (jobs.crsjwbg.org)
• Submit at minimum:

1. CRS Consultancy Application Form (see template below) – inclusive of references and financial offer.  Prices should be in New Israeli Shekels and must be valid up till 90 days after the submission date.
2. CV highlighting relevant experience

• Please submit your complete application online at: (jobs.crsjwbg.org) no later than 11 October 2020 @ 12:00AM (midnight).

Important Notes:

• The successful bidder will sign all donor required documents. 
• CRS reserves the right to reject all bids, and to decide not to pursue this procurement.
• CRS is not obliged to procure the lowest priced offer, when the lowest price does not offer the best overall value and all other factors considered. 

CRS is an equal opportunity employer, where qualified women, people with disabilities, and other underrepresented populations are encouraged to apply and to seek CRS support on the application process where additional accommodation is required.