WHO WE ARE

The International Committee of the Red Cross (ICRC) works worldwide to provide protection and humanitarian assistance to people affected by conflict and armed violence. We take action in response to emergencies and at the same time promote respect for international humanitarian law. We are an independent and neutral organization, and our mandate stems essentially from the Geneva Conventions of 1949. We work closely with National Red Cross and Red Crescent Societies and with their International Federation in order to ensure a concerted, rational and rapid humanitarian response to the needs of the victims of armed conflict or any other situation of internal violence. We direct and coordinate the international activities conducted in these situations.

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 page.

THE PURPOSE

The Community Contact Center Operator is the primary point of contact between a caller and the ICRC. This front-line role is important in leaving callers with a positive impression of the ICRC and in ensuring the ICRC understands and, when appropriate, can be responsive to their needs. S/he must maintain a good overall understanding of the ICRC’s activities and operations in Sudan, feel a sense of ownership in responding to the queries of callers, and be able to distinguish between calls that can be addressed directly and others that will require to be routed to the appropriate departments and/or to the delegation management. S/he must also be able to understand and implement ad hoc requests from departments for specific surveys or verifications.

REPORTS TO (ROLE)

Analysis & Evidence Specialist

• Responds to callers using pre-determined answers obtained from specialists in departments and filter the concerns that can be addressed immediately and those that require to be escalated.
• Understands that some concerns / issues require confidential and sensitive treatment and behaves accordingly.
• Immediately flags to the line manager sensitive complaints or issues involving Code of Conduct violations or requiring the involvement of the Delegation Management.
• Records the details of each contact with callers in CCC (Community Contact Centre) system and ensures information received from affected people is classified into pre-determined reference categories.
• Ensures all exchanges with affected people (feedback, complaints, questions and responses) are fed into the system and follow-up by relevant department specialists initiated through the line manager.
• Follows-up referred complaints and feedback with the supervisor to ensure a timely response to affected people.
• Compiles, cleans analyses and disaggregates data from CCC system to produce regular complaints and feedback reports.
• May participate in dissemination campaigns in field locations to encourage affected people to give feedback on ICRC programs.
• May be asked to participate to remote surveys (e.g. monitoring activity) or other data collection exercises (e.g. verification exercise) or to call other stakeholders (suppliers, National Society members…) and compile data accordingly.
• May be required to perform other related duties as assigned by the supervisor.

DESIRED PROFILE AND SKILLS

• Strongly motivated by humanitarian work
• Able to work under pressure in a potentially dangerous environment

CERTIFICATIONS / EDUCATION REQUIRED

• Diploma in Business Administration, Social Sciences, Community Development, Public Relationship or relevant field   
• Fluency in Arabic and English is required.
• Computer proficiency (in particular Microsoft Excel).

PROFESSIONAL EXPERIENCE REQUIRED

• Minimum of 2 years work experience in a similar field of activity within a busy environment, preferably in the non-profit sector.
• Knowledge of additional local languages spoken in ICRC areas of intervention, such as Fur, Nubian, or other regional dialects, is an asset.
• Ability to accurately translate from the local languages into English (written and verbal) is highly desirable.
• Experience in call center environment, with knowledge of call center telephony and technology, is an asset
• Experience in data management
• Ability to adapt to technology and IT tools.
• Attention to detail and organization of work.
• Clear and effective Communication, with high quality of empathy, patience, and positive attitude.

WHAT WE OFFER 

• Rewarding work in a humanitarian and multicultural environment.
• Competitive employment package with medical insurance.
• In-house training opportunities for personal development.

ADDITIONAL INFORMATION

• Type of role: National Staff
• Working rate: 100%
• Location: Port Sudan
• Type of contract: Fix-term contract (Extendable)
• Length of assignment: Six months (Extendable)
• Application deadline: 10 December 2025
• Desired starting date: February 2026

HOW TO APPLY

Ready to apply? You will need to upload your resume and a cover letter, copies of your diplomas and certificates, valid license to practice (where relevant), passport, and driving license on www.sudanjob.net 

The ICRC values diversity and is committed to creating an inclusive working environment. We welcome applications from all qualified candidates.