Call Center Operator

Job Posting Organization:
Catholic Relief Services (CRS) is the official international humanitarian agency of the Catholic community in the United States. Established to save, protect, and transform lives in need, CRS operates in more than 100 countries, providing relief and development assistance without regard to race, religion, or nationality. The organization focuses on various sectors including emergency response, health, agriculture, education, microfinance, and peacebuilding. CRS is committed to safeguarding children and vulnerable adults from abuse and exploitation, ensuring that its processes and policies reflect this commitment. The agency fosters a collaborative, mission-driven culture aimed at improving the lives of the poor throughout the world.

Job Overview:
The Call Center Operator position at CRS Ethiopia involves serving as the primary point of contact for project participants who seek information, provide feedback, or report complaints. The operator will be responsible for ensuring timely recording, communication, and follow-up of all feedback and complaints, thereby supporting the efficient operation of the call center. This role is crucial in aligning with CRS’s mission to serve the poor and vulnerable with professionalism and empathy. The operator will manage incoming and outgoing calls, document feedback, and inquiries, and classify and escalate feedback based on sensitivity and type. The position requires maintaining a strong feedback loop by sharing client input with program teams and communicating updates back to project participants. The operator will also support the Monitoring, Evaluation, and Learning (MEL) team with data entry and cleaning related to feedback collected via the hotline and other channels, ensuring that all interactions uphold confidentiality and dignity in accordance with safeguarding protocols.

Duties and Responsibilities:
The Call Center Operator will manage incoming and outgoing calls, documenting feedback, complaints, and inquiries using the standard data management system. Responsibilities include classifying and escalating feedback based on sensitivity and type, ensuring timely referral of sensitive cases to senior management. The operator must provide accurate, respectful, and confidential communication to project participants, ensuring responses align with program procedures and FAQs. Maintaining a strong feedback loop by sharing client input with program teams and communicating updates back to project participants is essential. The operator will regularly update the complaint log and assist in preparing summary reports. Collaboration with call center and field teams is necessary to ensure accurate information sharing and proper use of the hotline system. The operator will review voicemails received during off-hours and follow up as needed, support in translating communication materials, notify supervisors of recurring issues, and take on additional tasks related to safe and dignified programming as assigned by the supervisor.

Required Qualifications:
Candidates must possess a Bachelor’s degree (BA/BSc) in a social or natural science field, along with 3 years of relevant experience. Experience working in call centers, particularly within NGOs, is essential. Proficiency in typing, word processing, and data entry into online databases is required, as well as experience with various hotline office equipment. Candidates should be skilled in using MS Office applications (Excel, Word, PowerPoint, Visio) and information management systems, with strong proficiency in Word. Additionally, candidates must demonstrate personal accountability, integrity, trust-building, collaboration, and a willingness to learn.

Educational Background:
A Bachelor’s degree (BA/BSc) in a relevant field such as social or natural sciences is required for this position. This educational background provides the foundational knowledge necessary for understanding the social dynamics and scientific principles that may impact the work of the call center operator.

Experience:
The position requires a minimum of 3 years of relevant experience, particularly in call center operations or similar roles within non-governmental organizations (NGOs). This experience is crucial for developing the skills necessary to manage calls effectively, handle sensitive information, and provide excellent customer service.

Languages:
Fluency in Afar-af language (speaking, listening, writing, and reading) is required, along with proficiency in English and Amharic. These language skills are essential for effective communication with project participants and ensuring that feedback and complaints are accurately documented and addressed.

Additional Notes:
This position is a definite term employment from the date of hire until February 28, 2026, with the possibility of extension. It is specifically open to Ethiopian nationals only. The role may require travel of up to 20%. CRS offers a comprehensive benefits package for U.S. based staff, including medical, dental, life insurance, vision, and a generous retirement savings plan. For successful candidates employed outside the U.S., benefits packages are based on the country of employment. The work culture at CRS is collaborative and mission-driven, focused on improving the lives of the poor globally. Candidates must be legally eligible to work in Ethiopia and may need to undergo pre-employment medical clearance.