The Organisation
We employ approximately 25,000 people across the globe and work on the ground in over 100 countries to help children affected by crises, or those that need better healthcare, education and child protection. We also campaign and advocate at the highest levels to realise the right of children and to ensure their voices are heard.
We are working towards three breakthroughs in how the world treats children by 2030:
- No child dies from preventable causes before their 5th birthday
- All children learn from a quality basic education and that,
- Violence against children is no longer tolerated
We know that great people make a great organization, and that our employees play a crucial role in helping us achieve our ambitions for children. We value our people and offer a meaningful and rewarding career, along with a collaborative and inclusive workplace where ambition, creativity, and integrity are highly valued.
We need to keep children safe so our selection process, which includes rigorous background checks, reflects our commitment to the protection of children from abuse.
Save the Children International seeks to always be a child safe organization through fulfilling its obligations to the community and through programme implementation carried out by the organization for safeguarding children and to improve the living standards of the child.
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Position: Call Centre Volunteers (Operators)
Location: Sana’a, Head Office
Contract Length: 4 Months
The Opportunity:
The purpose of this role is to provide essential support to Save the Children International (SCI) programs focusing on obtaining feedback from the community on SCI projects leading to improved quality and impact. The incumbent will work closely with the Accountability team in Head Office (HO) as well as all concerned project staff and project beneficiaries in establishing and maintaining accountability mechanisms.
SCOPE OF ROLE
Reports to: Head Office Accountability & Child Participation Coordinator
Staff reporting to this post: None
Key Areas of Responsibilities
• Operate at the Feedback and Response Mechanism (FRM)- toll free number from Sunday to Thursday except for designated Holidays as communicated by the Human Resources (HR) department.
• Respond to the beneficiaries inquires and ensure the recording of the needed information or/and details from the community reaching out over the toll-free number.
• Enter and maintain a Log of the feedback received on a daily basis.
• Refer the received feedback to the relevant staff and follow up on responses in professional and timely manner and in accordance with the SC feedback Standard Operating Procedures (SoP).
• Communicate back to the beneficiaries with the action/s taken and update the feedback in the system until the case is closed (feedback loop closure).
• Prepare and share a summary of the feedback received on monthly basis with relevant staff including Accountability Assistants, Accountability, Child Participation Coordinator, and others as needed upon request.
• Keep an up-to-date information about our programs.
• Ensure the proper handling and functioning of the call centre equipment and organizational assets.
• Support the Line manager in identifying the needs of the centre maintaining an updated log for use in planning.
• Other relevant call centre duties as assigned by the line manager.
Qualifications and Experience:
• Fluent in Arabic and good command of English language.
• Good knowledge of Microsoft Word and Excel, as well as email usage.
• Ability to interact well with people (including children).
• Flexible with work hours.
• Young graduates are encouraged to apply.
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Save the Children believes every child deserves a future. In the United States and around the world, we give children a healthy start in life, the opportunity to learn and protection from harm. We do whatever it takes for children – every day and in times of crisis – transforming their lives and the future we share.
Save the Children is committed to conducting its programs and operations in a manner that is safe for the children it serves and helping protect the children with whom Save the Children is in contact. All Save the Children representatives are explicitly prohibited from engaging in any activity that may result in any kind of child abuse. In addition, it is Save the Children’s policy to create and proactively maintain an environment that aims to prevent and deter any actions and omissions, whether deliberate or inadvertent, that place children at the risk of any kind of child abuse. All our representatives are expected to conduct themselves in a manner consistent with this commitment and obligation. Any violations of this policy will be treated as a serious issue.
We provide equal employment opportunities (EEO) to all employees and qualified applicants for employment without regard to race, color, religion, gender, gender identity or expression, ancestry, sexual orientation, national origin, age, handicap, disability, marital status, or status as a veteran. Save the Children complies with all applicable laws.
Application Information:
Please attach a copy of your CV with your application. A copy of the full role profile can be found at
https://hcri.fa.em2.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/
“Save the Children is an equal opportunity employer. Women are strongly encouraged to apply”