All CRS and partner staff have a crucial role to implement the FCRM in an effective, efficient, and  confidential manner, some of them have direct implementation roles whereas some others have support  roles. The FCRM Call Center Officer will be managing the CRS Toll-Free Call Center, receiving feedback  from projects participants and other stakeholders, assigning feedback to project managers, and monitoring  and reporting all feedback and responses in collaboration with the CP MEAL Coordinator, all project

MEAL managers, project managers, and other SMT members. He/she shall continuously seek to improve  the quality of the Toll-free call center in line with CRS principles on data protection and security and  ensuring the relevance and sustainability of the Toll-Free Call center.

Specific Responsibilities  

• To receive, review, categorize, and assign all feedback and complaints safely and confidentially.
• Work with persons related to assigned feedback to respond to feedback and complaints provided  safely and confidentially.
• Collaborate with the CP MEAL coordinator, ICT manager, Program directors/managers, Chief  of the party, and the Toll-Free line and Call center service providers to maintain effective and  uninterrupted operations of the call center during working and non-working hours including  holidays through the IVR system.
• Collaborate with all project MEAL managers and officers to ensure feedback shared (formally or  informally) through other channels of FCRM is documented, managed, and effectively utilized
• To support the design, review, and execution of FCRM channels through the designed platforms.
• To record all callers’ interviews in the call center database system and consolidate all FCRM  channels’ feedback/data.
• To prepare trend analysis and provide bi-weekly, monthly, and quarterly summary reports on the  progress of feedback and responses on the call center for the attention of the MEAL Coordinator
• Collaborate with PMs/MEAL managers to monitor levels of satisfaction with the FCRM to  enhance accountability to the communities we serve.
• To comply and maintain CRS ethical standards in MEAL by ensuring the privacy and  confidentiality of all types of data (feedback and response) collected and stored.
• To support learning and reflection meetings by providing data and analytical reports/dashboards  of feedback and status of responses, and emerging issues across projects.
• To maintain an updated version of the FCRM flowchart and menu and provide orientation to the  project team and other CRS staff on the FCRM system including FCRM forms.
• Apply good practices for data management and data protection to FCRM data

Minimum Qualification 

• Bachelor’s degree in Social Sciences, International Development, or International Relations, or in  the field of Statistics, Mathematics, Economics, Accounting, Management, or Computer Science
• Minimum of 2 years of work experience in handling and managing Toll-Free Call Centers
• Proficiency in using Microsoft platforms (Word, Excel, and PowerPoint), data analysis, data  analytics, interpretation, and management.
• General knowledge of technical principles and concepts in Toll-Free Call Centers and  accountability. Excellent oral and written communication skills
• Ability and willingness to travel to remote areas
• Ability to work under pressure, handle multiple tasks, and meet deadlines
• Good interpersonal skills, strong listening skills, and the ability to work in a team required
• Transparent communication – Capable of taking proactive steps to share information and results  with the required persons or group of persons.
• Being able to facilitate FCRM good practices orientation and presentation
• Alignment with standards – Being able to demonstrate that FCRM roles and responsibilities have  been discharged in compliance with agreed FCRM principles and Accountability practices.
• Responsiveness – Ensuring that FCRM channels are established, functional and accessible so that  stakeholders can voice their feedback, ideas, suggestions, and complaints; and committing to  provide an appropriate response on how their inputs are informing project decisions.
• Participation – Capable of encouraging varying degrees of contributions from different types of  stakeholders.
• Responsible Data – To collect, manage, utilize, archive, and (when necessary) responsibly destroy  data in a way that protects constituent privacy and rights, and is by CRS Responsible Data Values  and Principles and international and local regulations.
• ICT4D – Demonstrate experience using Microsoft platforms (Word, Excel, PowerPoint,  CommCare, PowerBI), and data management including database management, cleaning, analysis,  and visualization.
• Good relationship management skills and the ability to work closely with FCRM stakeholders
• Attention to detail, accuracy, and timeliness in executing assigned responsibilities
• Ability to work as part of a diverse and multicultural team.
• Time management and the ability to focus on multiple priorities.

Knowledge, Skills, and Abilities  

• Demonstrate relationship management skills and the ability to work effectively with culturally  diverse groups.
• Strong written and verbal communication skills with the ability to write reports.
• Proactive, results-oriented, and service-oriented

Required Language 

• English proficiency preferred with a sound knowledge of Krio a key requirement. Knowledge of  other local languages will be an added advantage.

Key Working Relationships 

Internal: Work with Program Managers, MEAL managers and officers, IT staff, participants, MEAL  coordinator, Country representative, and other CRS staff.