COMMUNITY CONTACT CENTRE OPERATOR
AI job insight
The Community Contact Centre Operator will manage beneficiary calls about ICRC projects and operations, ensuring communications are recorded, categorized, and followed up. The Nairobi-based role requires English and Somali fluency, call-centre experience, data-management skills, and a bachelor's degree.
- Manage beneficiary calls and ensure appropriate follow-up
- Work in Nairobi with the ICRC
- Fluent English and Somali required
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The Community Contact Centre Operator will manage beneficiary calls about ICRC projects and operations, ensuring communications are recorded, categorized, and followed up. The Nairobi-based role requires English and Somali fluency, call-centre experience, data-management skills, and a bachelor's degree.
- Manage beneficiary calls and ensure appropriate follow-up
- Work in Nairobi with the ICRC
- Fluent English and Somali required
- Two years of call-centre experience
- Bachelor's degree required
- Application deadline: November 19, 2026
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Source salary availableThe source lists Competitive salary with benefits, based on the ICRC Compensation and. Confirm the final pay, benefits, contract terms and allowances directly with the employer before accepting an offer.
Can you qualify for this role?
- Required2+ years of relevant experienceThe job post includes a minimum experience signal.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in cleaning, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NairobiThe vacancy is associated with this location.
- UnclearComfort with the Other contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest COMMUNITY CONTACT CENTRE OPERATOR evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to ICRC - International Committee of the Red Cross and the role in Nairobi.
- Add concrete examples related to cleaning, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Impactpool Kenya; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Plan to submit before the listed deadline: 2026-11-19.
Source and safety check
- Impactpool Kenya
- Original source link available
- Application method is clear
- Deadline is available: 2026-11-19
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this COMMUNITY CONTACT CENTRE OPERATOR role in cleaning, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Nairobi under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research ICRC - International Committee of the Red Cross before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
COMMUNITY CONTACT CENTRE OPERATOR
ICRC - International Committee of the Red Cross
Nairobi
International
Junior level
Speaks English, Somali
Application deadline: November 19, 2026 (13 days)
Apply
Summary by Impactpool
The Community Contact Centre (CCC) Operator at the ICRC plays a crucial role in implementing the beneficiary feedback system by managing calls from beneficiaries seeking information about ICRC projects and operations. The operator ensures that all communications are recorded, categorized, and followed up appropriately. This position requires excellent organizational skills, data management experience, and fluency in English and Somali. The role is based in Nairobi, Kenya, and involves collaboration with various departments to enhance community engagement.
Candidate Requirements:
Bachelor's degree
2 years' experience in call center environment
Knowledge of call center telephony and technology
Experience in data management
Proficiency in MS Office, especially Excel
Excellent organizational and planning skills
Good interpersonal and communication skills
Ability to work independently and in a team
High level of honesty and integrity
Fluency in English and Somali, particularly in Maay and Maxaatiri
Flexibility and willingness to travel within Somalia
What we do
Since 1863, the International Committee of the Red Cross (ICRC) has worked to preserve human dignity and relieve suffering caused by war and armed violence.
In collaboration with our Red Cross and Red Crescent partners around the world, we do everything we can to deliver life-saving aid, reconnect families and locate missing people – helping those who need it most, regardless of who they are and what side of the front line they are on.
We engage with authorities and armed forces on all sides, often confidentially, pressing for access to detainees to improve their living conditions and urging compliance with international humanitarian law to protect non-combatants, including from digital threats.
Job Purpose
The Community Contact Centre (CCC) Operator contributes to the implementation of the ICRC beneficiary feedback system by receiving calls from beneficiaries seeking information on specific projects or general ICRC operations. The job holder ensures information is recorded, follow up is made and that beneficiaries are provided with appropriate and timely feedback.
This is a national/resident position based in Somalia Delegation Office in Nairobi, Kenya.
Accountabilities & functional responsibilities
Ensures all exchanges with affected people, feedback, complaints, questions and responses are fed into the Community Contact Centre (CCC) system, classified into pre-determined reference categories and is followed up by the relevant department specialists
Follows up referred complaints and feedback with the supervisor to ensure a timely and appropriate response to affected people
Provides beneficiaries with appropriate answers to general questions on ICRC or familiar projects/activities
Ensures complaints are resolved and closed within the appropriate timeframe
Records the details of each call in the appropriate databases/software
Participates in the formulation of statistics and regular Community Contact Centre reporting by flagging issues and proposing improvements
Performs thorough cleaning of recorded information to ensure the quality of data in the system
Prepares and submits regular reports to the supervisor informing of the progress, observations, highlights challenges and gives recommendations
Participates in multi-disciplinary field activities with other departments and collects real-time feedback from community members, when need be
Certifications / Education required
Bachelor`s degree
Professional experience required
2 years’ experience in call center environment, with knowledge of call center telephony and technology
Experience in data management and practical knowledge of MS-Office (particularly Excel)
Desired profile and skills
Excellent organizational and planning skills
Good interpersonal and communication skills
Ability to work independently and/or within a team
Possessing high level of honesty and integrity, and guided by strong ethical principles
Strict adherence to reporting deadlines
Excellent knowledge of political, social, economic and cultural aspects in Somalia
Fluency in written and spoken English and Somali language, particularly in Maay and Maxaatiri
Proficiency in MS Office suite
Flexibility and willingness to travel within Somalia
Language
English
Somali
Our values
At the ICRC, we value impact, collaboration, respect, and compassion. We seek candidates who demonstrate behaviors based on these shared values. For more information on the ICRC values, please visit this
What we offer
Challenging job opportunity within a dynamic work environment in an international humanitarian organization
Training and Development opportunities
Competitive salary with benefits, based on the ICRC Compensation and Benefits framework
Additional information
This is a national/resident position based in S
omalia Delegation Office in Nairobi, Kenya.
Closing date
19th November 2026
At Impactpool we do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify. Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
Summary by Impactpool
The Community Contact Centre (CCC) Operator at the ICRC plays a crucial role in implementing the beneficiary feedback system by managing calls from beneficiaries seeking information about ICRC projects and operations. The operator ensures that all communications are recorded, categorized, and followed up appropriately. This position requires excellent organizational skills, data management experience, and fluency in English and Somali. The role is based in Nairobi, Kenya, and involves collaboration with various departments to enhance community engagement.
Candidate Requirements:
Bachelor's degree
2 years' experience in call center environment
Knowledge of call center telephony and technology
Experience in data management
Proficiency in MS Office, especially Excel
Excellent organizational and planning skills
Good interpersonal and communication skills
Ability to work independently and in a team
High level of honesty and integrity
Fluency in English and Somali, particularly in Maay and Maxaatiri
Flexibility and willingness to travel within Somalia
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COMMUNITY CONTACT CENTRE OPERATOR
ICRC - International Committee of the Red Cross
Nairobi
International
Junior level
Speaks English, Somali
Apply