JOB DESCRIPTION

Job Description

Job Title: Call Center Operator

Job grade: 5

Employment type: Definite term (from date of hire till February 28, 2026) with possibility of extension.

Language requirement: Fluency if Tigrigna language (Speaking, listening, writing and reading) is required

Eligibility: This position is eligible to Ethiopia nationals only

Job Summary:

As a CRS Ethiopia Hotline Response Agent, you will serve as the primary point of contact for project participants calling to seek information, provide feedback, or report complaints. You will ensure timely recording, communication, and follow-up of all feedback and complaints, supporting the efficient operation of the call center in line with CRS’s mission to serve the poor and vulnerable with professionalism and empathy.

Roles and Key Responsibilities:

• Manage incoming and outgoing calls, documenting feedback, complaints, and inquiries using the standard data management system.
• Classify and escalate feedback based on sensitivity and type, ensuring timely referral of sensitive cases to the country representative and designated senior management staff.
• Provide accurate, respectful, and confidential communication to project participants, ensuring responses are aligned with program procedures and FAQs.
• Maintain a strong feedback loop by sharing client input with program teams and communicating updates or actions taken back to project participants.
• Support the MEL team with data entry and cleaning related to feedback collected via the hotline and other FCRM channels.
• Regularly update the complaint log and YouTrack platform; assist in preparing summary reports (daily, weekly, monthly).
• Collaborate with call center and field teams to ensure accurate information sharing and proper use of the hotline system.
• Review voicemails received during off-hours and follow up as needed to collect complete feedback details based on the standard Comcare form.
• Support in translating communication materials and support partners in using the Comcare system for capturing and transmitting feedback.
• Notify supervisors of recurring issues or trends in calls and contribute to continuous improvement of the feedback system.
• Ensure responsible use of equipment, use all equipment appropriately, report issues promptly, and follow organizational guidelines to prevent misuse.
• Uphold confidentiality and dignity in all interactions and data handling, in accordance with safeguarding and protection protocols.
• Take on additional tasks related to safe and dignified programming and MEL units, as assigned by the supervisor.

Required Languages – Amharic, English, and Amharic Languages are required.

Travel – 20%

Knowledge, Skills and Abilities

• Observation, active listening and analysis skills with ability to make sound judgment
• Good interpersonal skills and the ability to interact effectively with diverse groups
• Proactive, results-oriented and service-oriented
• Demonstrates the ability to handle sensitive cases with confidentiality, empathy, and professionalism in line with safeguarding standards.
• Strong time management skills with the ability to handle multiple tasks simultaneously.
• Ability to multitask, adapt to dynamic situations, and demonstrate patience and empathy when addressing customer concerns.
• Excellent problem-solving, communication, and customer service skills.

Supervisory Responsibilities – None

Key Working Relationships:

Internal: Accountability Manager, Call Center Supervisor, FCRM-ICT Technical Advisor, Safeguarding Manager, Safe and Dignified Programming Technical Advisor, TAI Case management and TAI System management.

External: Partners, Consultant firm and Ethio telecom.

Basic Qualifications

• Bachelor’s degree (BA/BSc) in a social or natural science field with 3 years of relevant experience.
• Experience working in call centers, particularly within NGOs.
• Proficient in typing, word processing, and data entry into online databases and forms; experience with various hotline office equipment (e.g., computer, microphone, headphones).
• Skilled in using MS Office applications (Excel, Word, PowerPoint, Visio) and information management systems, with strong proficiency in Word.

Agency Competencies (for all CRS Staff):

• Personal Accountability – Consistently takes responsibility for one’s own actions.
• Acts with Integrity – Consistently models values aligned with CRS Guiding Principles and mission. Is considered honest.
• Builds and Maintains Trust – Shows consistency between words and actions.
• Collaborates with Others – Works effectively in intercultural and diverse teams.
• Open to Learn – Seeks out experiences that may change perspective or provide an opportunity to learn new things.

Agency Leadership Competencies:

• Lead Change – Continually looks for ways to improve the agency through a culture of agility, openness, and innovation.
• Develops and Recognizes Others – Builds the capacity of staff to reach their full potential and enhance team and agency performance.
• Strategic Mindset – Understands role in translating, communicating, and implementing agency strategy and team priorities.

What we offer

CRS offers U.S. based staff a comprehensive benefits package, including medical, dental, life insurance, vision, and a generous retirement savings plan. Benefits packages for successful candidates employed outside the U.S. are based on the country of employment/in-country office where the candidate will perform the role. CRS´ work culture is a collaborative, mission-driven culture committed to improving the lives of the poor throughout the world.

This position is for Ethiopia nationals only.