Job Description             

Duty Station:                              Tripoli, Libya

Position Title:                             Call center operator

Duration of Appointment:         3 months with the possibility of extension

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Moomken Organization for Awareness & Media is a non-profit Libyan organization aiming to promote awareness by implementing different ideas of social entrepreneurship projects through different sets of media tools.

Moomken aims to become a platform for youth who are active and creative in order to innovate in the areas of media and awareness on a civil society level and bring forward innovative and inspiring ideas that would add value to the community.

Our Message is to raise awareness about issues that are of interest to Libyan society, to build bridges between different sectors of society as well as to enable cultural exchange within society and instill values of forgiveness, democracy, respect, and tolerance.

Position Purpose: 

We're looking for a competent, hardworking call center operator to join our growing team, the call center operator will be responsible for managing a high volume of inbound and outbound calls, as well as responding to inquiries about humanitarian services and assistance. A quick learner with excellent communication and interpersonal skills is the perfect candidate.

Basic duties and responsibilities:

1. Handle a large volume of inbound and outbound calls in a timely manner and provide accurate, satisfactory answers to queries and concerns with patience and professionalism.
2. Conduct follow-ups, callbacks, and assessment call, upon request.
3. Enter/update new/existing caller data into the CRM system and document all case information according to standard operating procedures.
4. Identify and escalate priority issues involving dissatisfied callers, and prepare flash reports when required.
5. Maintain accurate and complete call logs.
6. Attend debrief sessions or training on a regular basis so as to develop expertise and enhance performance levels

Required Qualifications:

1. A minimum high school diploma
2. Good data entry and typing abilities
3. Proficiency in English
4. Proficiency in the use of commonly used phone systems, PC software, Email, and Internet
5. Capable of the basic skill of multitasking and problem-solving skills which require exercising independent case management
6. Understanding of privacy issues and ability to maintain strict beneficiary confidentiality
7. Ability to work with others in a close manner
8. Ability to work with little or no supervision

Preferred if You Have:

1. A higher degree
2. Proficiency in the English language

Duty Station: Tripoli, Libya 

Position Title: Call Centre Supervisors  

Duration of Appointment: 3 months with possibility of extension 

Moomken organization for media and awareness is a non-profit Libyan organization aiming to promote awareness by implementing different ideas of social entrepreneurship projects through different sets of media tools. Moomken aims to become a platform for creative and active youth in Libya in order to innovate in the field of media and awareness on a civil society level and bring forward creative and inspiring ideas that would add value to the community, through providing an environment that thrives for excellence and distinction. Our Message to raise awareness about issues that are of interest to the Libyan society, to build bridges between different sectors of society as well as to enable cultural exchange within society and instill values of forgiveness, democracy, respect, and tolerance. 

Responsibilities 

A Call Center Supervisor organizes and directs the call center staff, assesses their performance, and provides feedback as needed. The goal is ensuring excellent team performance. 

In order to succeed in this role, you must have supervisory and customer service experience along with exceptional communication skills. In addition to that, you must be reliable, organized and results-oriented with the ability to motivate and lead your team. 

Duties 

1. Assisting in the setting of targets/goals for individuals as well as for teams. 
2. Answering the queries of staff and providing guidance and timely feedback. 
3. Hiring and onboarding new employees. 
4. Reporting upper management on problems and issues. 
5. Preparing performance reports on a weekly, monthly, and annual basis. 
6. Measuring performance using key metrics (e.g. calls waiting, call abandonment etc.). 
7. Ensuring adherence to organization’s policies as well as established procedures for call attendance. 
8. Anticipating escalation and taking over calls whenever needed. 
9. Devising ways of optimizing procedures and keeping staff motivated. 

Requirements 

1. At least a High School degree or diploma or Completed university degree from an accredited academic institution in a relevant field. 
2. Prior experience as a Call Center Supervisor; customer service experience is a plus. 
3. Experience with MS Office. 
4. Experience with telephone equipment as well as relevant computer software (CRM). 
5. A tech-savvy individual with a results-oriented attitude. 
6. Excellent leadership and negotiation skills. 
7. Ability to perform under pressure while working in a fast-paced environment. 
8. Strong communication skills with proficiency in English. 
9. Exceptional management and organizational skills. 

LANGUAGES 

Fluency in English and Arabic (oral and written) is required. 

Job Title:

Location: Tripoli, Libya

Organization: Moomken Organization for Awareness and Media

Job Purpose:

The Chief Program Officer (CPO) will lead, manage, and oversee Moomken’s programs, ensuring high-quality implementation and alignment with the organization’s mission to strengthen communities through awareness, media literacy, and capacity building. This role requires expertise in project management, strategic planning, stakeholder engagement, and team leadership to ensure the successful delivery of Moomken's projects, like Jusur, Sawab, and other peacebuilding and economic initiatives. The CPO will focus on building strong, effective partnerships and leading program-level strategies to achieve the organization’s goals.

Key Responsibilities:

1. Program Planning and Implementation
2. Develop comprehensive work plans, timelines, and budgets for each program.
3. Oversee day-to-day operations to ensure projects stay on track and meet goals.
4. Ensure all program activities align with Moomken's mission and objectives.
5. Strategic Program Oversight
6. Lead program strategies to align with organizational goals and ensure a cohesive, impactful approach across all initiatives.
7. Oversee project integration to strengthen overall program effectiveness and community impact.
8. Monitoring and Evaluation
9. Establish monitoring and evaluation frameworks for assessing program effectiveness and impact.
10. Generate regular reports on program progress, outcomes, and learnings for internal and external stakeholders.
11. Implement continuous improvement measures based on feedback and evaluation findings.
12. Team Management
13. Lead and mentor program staff, ensuring clear roles, responsibilities, and performance goals.
14. Facilitate regular team meetings, training sessions, and professional development opportunities.
15. Encourage a collaborative and inclusive team culture.
16. Stakeholder Engagement
17. Develop strong relationships with partners, including government agencies, CSOs, INGOs, and private sector representatives.
18. Serve as Moomken’s representative at local, national, and international meetings related to project objectives.
19. Facilitate partnerships to expand the reach and impact of Moomken’s projects.
20. Budgeting and Financial Oversight
21. Manage program budgets, ensuring efficient and accountable use of resources.
22. Prepare financial reports for funders and work closely with the finance team to ensure compliance with donor requirements.
23. Identify cost-saving opportunities and make recommendations for improved financial practices.
24. Risk Management
25. Identify potential risks related to program implementation and develop mitigation strategies.
26. Ensure all activities comply with local laws, regulations, and donor requirements.

Qualifications:

1. Bachelor’s or Master’s degree in project management, international development, social sciences, or a related field.
2. 5+ years of experience in program management, preferably within non-profit or civil society organizations.
3. Proven track record in implementing, managing, and evaluating projects, particularly in awareness and media fields.
4. Strong skills in budget management, report writing, and monitoring & evaluation.
5. Excellent interpersonal and communication skills, with fluency in Arabic and English.
6. Ability to work effectively in a complex and challenging environment, demonstrating resilience and flexibility.

Skills and Attributes:

1. Strategic thinker with strong organizational and problem-solving skills.
2. Leadership skills with the ability to inspire and motivate a team.
3. Strong understanding of the Libyan social and political context, particularly in media literacy, peacebuilding, and community development.
4. Passion for Moomken’s mission to create positive change in society through innovation and collaboration.