Job Description

Position title:

Call Centre Assistants (4 Positions)

Duty station:

Hargeisa

Reporting to:

Feedback, Accountability Mechanism, and Risk Manager

Department:

Program Development & Quality Unit

Type of Contract:

Fixed Term

Starting date:

As soon as possible

About CARE

CARE works around the globe to save lives, defeat poverty and achieve social justice. We seek a world of hope, inclusion and social justice, where poverty has been overcome, and all people live with dignity and security, with a specific focus on the empowerment of women and girls. CARE’s Vision 2030 strategy includes six broad impact areas, with specific impact targets and metrics aligned with the Sustainable Development Goals. CARE anticipates its impact will increasingly be achieved at the systems level as part of its quest for sustainable impact at scale, achieved through local leadership in partnership with governments, the private sector and civil society actors.

Job Summary

The Call Center Assistant will play a critical role in managing CARE Somaliland/Somalia's complaints, feedback, and accountability digital system. This position serves as the primary interface between CARE's programs and its diverse range of stakeholders, ensuring that all voices are heard and addressed in a timely and professional manner. The Call Center Assistant will be responsible for handling all inbound and outbound calls, managing voicemail and call recordings for accountability purposes, and utilising various systems to facilitate stakeholder feedback.

This role demands a high level of integrity, confidentiality, and impartiality, as agents will be dealing with

sensitive information, including issues related to Protection from Sexual Exploitation and Abuse (PSEA) and

fraud. The agent must possess excellent communication and interpersonal skills to effectively interact with

stakeholders, including those with disabilities or those preferring anonymity.

The Call Center Assistant will ensure that all feedback and complaints are accurately recorded and categorised in the CARE FAM (Feedback and Accountability Mechanism) Database. They will contribute to periodic FAM reports, providing detailed and insightful input. Reporting to the FAM and Risk Manager, the agent will uphold CARE’s safeguarding policies and demonstrate a strong commitment to inclusion and empathy in all stakeholder interactions.

Job Responsibilities:

Call and Feedback Management                                                                    (30%)               

• Manage all inbound and outbound calls with professionalism and empathy.
• Capture voicemail and call recordings and adequately document the feedback into the FAM database.
• Playback and accurately record cases reported through the IVR system.
• Handle complaints and feedback, including sensitive issues submitted via the USSD system, ensuring anonymity and confidentiality for issues such as PSEA or fraud.

Data Recording and Reporting                                                                          (30%)

• Record all feedback received into the CARE FAM Database accurately and promptly.
• Ensure feedback is categorized correctly and handled according to CARE's policies and data protection guidelines.
• Contribute to periodic FAM reports, providing detailed and insightful input.
• Collaborate with the FAM and Risk Manager to ensure all feedback is addressed appropriately.

Stakeholder Interaction and Safeguarding                                            (15%)

• Provide an inclusive and respectful environment for all stakeholders.
• Use interpersonal skills to probe for details when necessary and ensure a comprehensive understanding of the complaints or feedback.
• Adhere to CARE’s safeguarding policies and procedures at all times.
• Maintain the highest level of integrity and handle sensitive data with impartiality and confidentiality.

Advocacy and relationship Management                                               (20%)

• Participate in the development of an engagement plan and advocacy strategy for influencing key programme stakeholders
• Engage/collaborate with the program team to develop and implement advocacy activities and prepare advocacy messages
• Build and maintain strong relationships with key stakeholders at International / National & District levels (Line Ministries, Donors, CARE member partners and other relevant stakeholders)
• Act as a 'convenor', facilitating linkages that will benefit implementing partners and their beneficiaries and multi-actor planning that will leverage change in the enabling environment
• Represents CARE at different forums e.g. national TWGs, etc
• Liaise with colleagues in the PDQU and Program teams to drive evidence-based research to inform and guide impactful advocacy initiatives in area of specialization and influence broader social change, at significant scale with government, private sector and other strategic partners.
• Contribute to the process of identifying advocacy needs (especially understanding the extent to which stakeholder mindset change is necessary before change can occur); develop innovative approaches for influencing.
• Advocate for replication and expansion of proven approaches, working closely with government and other stakeholders to support proven models to be scaled up to national level.
• Using evidence and learning to influence power holders at all levels to change their policies and practices.
• Promote the principles and practices of inclusion, including gender, youth, people with disabilities and other less represented groups.

Other Responsibilities As Assigned:                                                                      (5%)

Experiences and Qualifications

Education

Required

• Bachelor's in an area of social development, social work

Desired

• An advanced degree in a relevant field, with at least a proven experience in managing accountability systems, is an added advantage

Experience and Technical Skills

• At least 1 year of experience in a call centre or customer service role.
• Excellent communication skills, both verbal and written.
• Strong interpersonal skills and ability to interact with diverse groups of people.
• High level of integrity and ability to maintain confidentiality.
• Proficiency in using call centre software and databases.
• Ability to manage sensitive information with impartiality.
• Strong organisational skills and attention to detail.
• Ability to work under pressure and handle challenging situations calmly and effectively.
• Knowledge of local languages and cultural contexts.

Desired

• Experience handling complaints and feedback, particularly in a non-profit or humanitarian context, is highly desirable
• Experience in transcription of audio data.

Skills Required

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