Community Contact Center Operator (Humanitarian)

About the role

The Community Contact Centre (CCC) Operator works under the supervision of the CCC Supervisor to enhance ICRC’s accountability to the people it serves across Nigeria. The role involves handling incoming calls, providing information on ICRC programmes, and conducting outreach calls to assess beneficiaries' satisfaction and perceptions.

Key responsibilities

• Respond to callers, understand their concerns and refer them to the appropriate specialist or department when needed.
• Make proactive calls to persons affected by conflict to gauge satisfaction with ICRC services.
• Accurately record all call details in the designated database or software.
• Follow up promptly on complaints and provide timely feedback to the affected population.
• Monitor cases referred to other departments to ensure timely action.
• Compile statistics and regular CCC reports, highlighting trends and proposing improvements.
• Maintain up‑to‑date knowledge of ICRC activities in Nigeria through briefings, SOPs and internal communications.
• Perform any additional duties related to accountability to affected persons as required.

Required profile

• University degree in a relevant field.
• Minimum 2 years of professional experience in a similar call‑center or humanitarian role.
• 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.
• Strong organizational and planning skills.
• Ability to work under pressure and strong motivation for humanitarian work.

What we offer

• Rewarding work in a humanitarian and multicultural environment.
• Competitive employment package with 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 the ICRC talent pool for future assignments.