Community Contact Center (CCC) Call Operator – Ukraine Delegation – 800025

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. The ICRC is mandated to work in countries affected by armed conflict or other situations of violence. The ICRC is present in over 100 countries and has some 18,000 staff worldwide. In 2014, the ICRC expanded its presence in Ukraine. Currently, we have over 900 team members working across the county in various professional fields. 

We like to invite you to join our ICRC Community Contact Center Resources Roster and Pool for future vacancies in one of our ICRC offices in Dnipro, Kharkiv, Kyiv, Lviv, or Odesa.  

The ICRC has several Rosters and Pools for different professions. To join an ICRC Roster and Pool, we will assess your expertise and professional experience against the below-mentioned criteria and invite you for an online technical test. Once you have passed the test, you will join the specific ICRC Roster and Pool. As soon as we have a suitable vacancy, we will actively reach out to you, discuss the position, your interest, and availability. 

About the job 

For the Community Contact Centre (CCC) Team, we are looking for Call Operators. In close cooperation with the team members and line managers, the CCC Operator will be responsible for is the primary point of contact between a caller 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. In particular, the CCC Operator, must maintain a good overall understanding of the ICRC’s activities and operations in Ukraine, 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 more detailed follow-up. 

Your Tasks and Responsibilities

• Receive calls and act as the primary point of contact between callers and ICRC
• Distinguish between calls that can be dealt with directly and others that require routing to the appropriate department/people 
• Record the details of each contact with callers/message senders and ensure that the information received is classified into pre-determined reference categories
• Ensure that callers receive a timely response to their queries and forward exchanges with callers for follow-up when necessary
• Compile, organize, analyze, and disaggregate data to produce regular reports
• Implement requests from other departments for surveys, outgoing calls, or verification of information
• Contribute to an effective internal communication and information sharing
• Carry out other tasks as requested  

What we offer you

• Employment contract according to Ukrainian labor law
• Flexible working arrangements 
• Annual paid 20 working days' vacation
• Competitive salary based on your qualifications and experience 
• Medical insurance for employees and family
• ICRC Institutional training
• Individual development covered by ICRC
• Foreign language courses 
• Convenient office location in the city center 

The ICRC is an equal opportunity employer that prioritizes staff safety and security. We are committed to diversity and inclusion within our workforce and encourage qualified female and male candidates of all backgrounds, including candidates with disabilities to apply for the position. We also value our employees' professional growth and offer a supportive and inclusive work environment. For more information, visit the website http://www.icrc.org/.

About you

To be successful in this Roster and Pool recruitment, you should possess the following qualifications and experiences and have the following characteristics:   

• Ukrainian citizenship or permanent residence permit in Ukraine
• Professional degree or equivalent
• Two years of experience as a call operator with knowledge of call center telephony and technology 
• Experience in the non-profit sector, is an asset
• Experience in data management
• Social worker or related experience a strong asset
• Good command (written and spoken) of English, Ukrainian or Russian
• Computer literate, with excellent knowledge of Microsoft Office
• Clear and effective communication capacity, ability to demonstrate empathy and positive attitude
• Self-motivated with a strong commitment to teamwork and humanitarian principles
• Flexible, enthusiastic, and willing to learn
• Ability to work independently and to organize and prioritize multiple tasks
• Ability to work within a diverse team and establish and maintain good working relations in a multi-ethnic, multi-cultural, and multi-disciplinary environment. 
• High level of integrity and ability to treat information in a confidential manner
• Availability for field missions  

Interested? Yes? Then apply.

Please submit your English CV, along with your motivation letter and salary expectations, to the attention of the ICRC People and Culture Team. Please label your CV with your first and last names (First Name LAST NAME). 

In addition, please complete the compulsory ICRC questionnaire. The questionnaire is available through the following link:    https://forms.office.com/e/APw3dvQMHJ. (Click on the link or copy the link into your internet browser.) 

Your application will be considered only once you have completed the ICRC questionnaire and uploaded your CV in English. 

Only candidates meeting the abovementioned criteria will be contacted to move forward in the recruitment process.

The ICRC reserves the right to re-issue the vacancy, cancel the recruitment process, offer a position at a lower grade, with an adjusted job description or different duration, or to recruit a candidate who matches the required profile before the deadline.