مطلوب Hotline Operator – Third-Party Service Provider
Hotline Operator – Third-Party Service Provider Confidential | Taiz | Posted: 05 Oct، 26 | Deadline: 21 Oct، 26 New Hotline Operator – Third-Party Service Provider C…
Job description
Hotline Operator – Third-Party Service Provider Confidential | Taiz | Posted: 05 Oct، 26 | Deadline: 21 Oct، 26 New Hotline Operator – Third-Party Service Provider Confidential Taiz Posted: 05 Oct، 26 Deadline: 21 Oct، 26 Job Description / الوصف الوظيفي Hotline Operator – Third-Party Service Provider Location: Taiz Contract Type: Third-Party Service Contract 10 months Sectors: FSAC، Health، Nutrition and WASH Activity: Hotline / Community Feedback Mechanism (CFM) Job Summary The Hotline Operator will provide daily hotline management services to ensure that beneficiaries and community members can access timely information، guidance، and feedback channels related to the project's FSAC، Health، Nutrition، and WASH activities
Key Responsibilities
- Perform other hotline and CFM-related tasks directly related to the contracted services، as requested by the designated MEAL/Accountability focal point
- Ability to manage multiple calls and tasks while maintaining accuracy and confidentiality
- Sana'a Branch Manager
- مدير الفرع Confidential
- Multiple Cities Printed from Yemen HR on October 5، 2026 Original posting: 5tawzeef.com/jobs/hotline-operator-third-party-service-provider-confidential-taiz-e9d75606 Track Your Application Keep track of your job application status and progress
Requirements & Qualifications
- Excellent communication and interpersonal skills
- Strong active listening skills and the ability to communicate clearly and respectfully with people from different backgrounds
- Strong organizational skills and attention to detail
- Basic computer and data-entry skills and ability to use electronic or paper-based hotline/CFM recording tools
- Fluency in Arabic is required، English language skills are an advantage
The service provider will receive and respond to incoming calls in a professional، respectful، confidential، and non-discriminatory manner، provide accurate information based on approved project materials، register calls، complaints، feedback، and requests using the established CFM tools، and refer or escalate cases requiring further action to the relevant project staff and Monitoring، Evaluation، Accountability and Learning (MEAL)/Accountability team
The service provider will maintain accurate hotline records، identify recurring issues and trends، support appropriate referrals and follow-up، and submit verified periodic records and reports in accordance with the service contract and applicable CFM procedures.
Key
Manage incoming calls through the project's designated hotline on a daily basis
Respond to callers promptly، professionally، respectfully، and with appropriate sensitivity and confidentiality
Provide accurate and consistent information on available FSAC، Health، Nutrition، and WASH activities and services، using approved project information، FAQs، and communication materials
Listen carefully to callers and identify their questions، requests، complaints، feedback، or information needs
Register and document all hotline calls accurately and promptly using the approved hotline log، forms، or electronic data collection tools
Record complaints and feedback in accordance with the project's Community Feedback Mechanism (CFM) SOPs and procedures
Provide immediate guidance and information whenever the requested information is within the service provider's approved scope and available information
Refer inquiries، requests، and cases that cannot be addressed directly to the relevant project staff or service point for appropriate follow-up
Escalate serious، sensitive، or urgent complaints to the designated MEAL/Accountability focal point in accordance with established escalation procedures
Immediately flag complaints or disclosures involving serious protection concerns، safeguarding، sexual exploitation and abuse (SEA)، or violations of the Code of Conduct through the designated confidential reporting and referral channels، without investigating or attempting to resolve such cases independently
Maintain confidentiality and protect the personal information of callers and complainants at all times
Follow up on referred inquiries or complaints when required and within the
assigned under the CFM procedures
Inform callers about available feedback، complaint، and referral channels، including alternative channels where appropriate
Support referrals for cases or requests that fall outside the project's scope in accordance with established referral pathways
Identify frequently raised questions، recurring complaints، access barriers، and common concerns reported through the hotline
Prepare concise summaries of hotline calls، complaints، feedback، referrals، and recurring issues for review by the MEAL/Accountability team
Coordinate with relevant project and field teams to ensure that beneficiary feedback and reported issues are communicated through the appropriate channels
Support the collection، organization، and secure storage of hotline and CFM data in accordance with established procedures
Maintain accurate and organized documentation and records related to hotline activities
Submit weekly and monthly hotline records/reports and other agreed deliverables for verification
Share verified CFM trends with the designated MEAL/Accountability focal point and Reporting/IMS Officer through the established reporting process، while maintaining confidentiality and applying data-minimization principles
Ensure that submitted records are complete، accurate، timely، and suitable for monitoring and audit purposes
Participate in coordination or review meetings when requested and provide relevant information on hotline activities and emerging issues
Required
and Experience Bachelor's degree or diploma in Social Sciences، Psychology، Counseling، Development Studies، Community Development، Communications، or another relevant field
Equivalent relevant experience may be considered
Previous experience in hotline operation، call center services، community feedback mechanisms، accountability، customer service، complaints handling، or humanitarian/community-based programs is desirable
Experience working with humanitarian organizations، NGOs، or community-based programs is an advantage
Good understanding of community dynamics and the local context in Taiz
Ability to understand and accurately record callers' concerns and information
Ability to provide clear guidance based on approved information and procedures
Good judgment and ability to recognize cases requiring referral or escalation
Ability to prepare clear and accurate periodic records and reports
Commitment to confidentiality، safeguarding، PSEA، protection، accountability، and do-no-harm principles
Key Deliverables and Verification Payment will be made with the service contract
Deliverables may include: Daily management and handling of incoming hotline calls
Complete and accurate registration of calls، complaints، feedback، and requests
Appropriate provision of information and guidance based on approved project materials
Documented referrals and escalations requiring follow-up
Timely escalation of serious or sensitive complaints through designated channels
Records of follow-up actions، where applicable
Weekly and monthly summaries of hotline calls and reported issues
Identification and reporting of recurring concerns، access barriers، and frequently raised questions
Complete، accurate، confidential، and properly maintained hotline/CFM records
Submission of all agreed monthly records and reports within the required timeframe
How to Apply / كيفية التقديم Interested candidates who meet the
are invited to submit an updated CV and supporting documents to Please note that the application deadline is 21، October، 2026 Important Notes / ملاحظات هامة Following the instructions on How to apply will always increase your chances of getting your application looked at
إتباع تعليمات التقديم المذكورة في كل إعلان ستزيد من فرصة النظر لسيرتك الذاتية من قبل الجهة المعلنة If you're applying by email، make sure you mention the job title in the "Subject" field of your message
تذكر أن تكتب إسم الوظيفة و موقعها في عنوان البريد عندما يكون التقديم عبر الإيميل Always tailor your CV and cover letter to match the job
to stand out from other applicants
احرص دائمًا على تخصيص سيرتك الذاتية وخطاب التقديم لتتناسب مع متطلبات الوظيفة للتميز عن المتقدمين الآخرين Confidential Job Application Sign in to track your application for this job Sign in to Track Time Remaining 0 days left 0 Hours 0 Minutes 0 Seconds Deadline: Oct 21، 2026 This job has expired Save & Share Login to Save Job Related Jobs مدير الإنتاج Confidential
Application Status Planning You plan to apply In Progress Working on application Applied Application submitted No Response No response received d Application process finished Urgency Level Urgent High priority Can Wait Normal priority Notes Save Cancel
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How can I apply for مطلوب Hotline Operator – Third-Party Service Provider?
Review the job details, then use the available apply or contact button on the job page.
Where is this job located?
The job location is Yemen.
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The salary is not listed in the ad. You can ask about it when contacting or applying.
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مطلوب Hotline Operator – Third-Party Service Provider
يمن إتش آر - وظائف اليمن
Job description
Hotline Operator – Third-Party Service Provider Confidential | Taiz | Posted: 05 Oct، 26 | Deadline: 21 Oct، 26 New Hotline Operator – Third-Party Service Provider Confidential Taiz Posted: 05 Oct، 26 Deadline: 21 Oct، 26 Job Description / الوصف الوظيفي Hotline Operator – Third-Party Service Provider Location: Taiz Contract Type: Third-Party Service Contract 10 months Sectors: FSAC، Health، Nutrition and WASH Activity: Hotline / Community Feedback Mechanism (CFM) Job Summary The Hotline Operator will provide daily hotline management services to ensure that beneficiaries and community members can access timely information، guidance، and feedback channels related to the project's FSAC، Health، Nutrition، and WASH activities
Key Responsibilities
- Perform other hotline and CFM-related tasks directly related to the contracted services، as requested by the designated MEAL/Accountability focal point
- Ability to manage multiple calls and tasks while maintaining accuracy and confidentiality
- Sana'a Branch Manager
- مدير الفرع Confidential
- Multiple Cities Printed from Yemen HR on October 5، 2026 Original posting: 5tawzeef.com/jobs/hotline-operator-third-party-service-provider-confidential-taiz-e9d75606 Track Your Application Keep track of your job application status and progress
Requirements & Qualifications
- Excellent communication and interpersonal skills
- Strong active listening skills and the ability to communicate clearly and respectfully with people from different backgrounds
- Strong organizational skills and attention to detail
- Basic computer and data-entry skills and ability to use electronic or paper-based hotline/CFM recording tools
- Fluency in Arabic is required، English language skills are an advantage
The service provider will receive and respond to incoming calls in a professional، respectful، confidential، and non-discriminatory manner، provide accurate information based on approved project materials، register calls، complaints، feedback، and requests using the established CFM tools، and refer or escalate cases requiring further action to the relevant project staff and Monitoring، Evaluation، Accountability and Learning (MEAL)/Accountability team
The service provider will maintain accurate hotline records، identify recurring issues and trends، support appropriate referrals and follow-up، and submit verified periodic records and reports in accordance with the service contract and applicable CFM procedures.
Key
Manage incoming calls through the project's designated hotline on a daily basis
Respond to callers promptly، professionally، respectfully، and with appropriate sensitivity and confidentiality
Provide accurate and consistent information on available FSAC، Health، Nutrition، and WASH activities and services، using approved project information، FAQs، and communication materials
Listen carefully to callers and identify their questions، requests، complaints، feedback، or information needs
Register and document all hotline calls accurately and promptly using the approved hotline log، forms، or electronic data collection tools
Record complaints and feedback in accordance with the project's Community Feedback Mechanism (CFM) SOPs and procedures
Provide immediate guidance and information whenever the requested information is within the service provider's approved scope and available information
Refer inquiries، requests، and cases that cannot be addressed directly to the relevant project staff or service point for appropriate follow-up
Escalate serious، sensitive، or urgent complaints to the designated MEAL/Accountability focal point in accordance with established escalation procedures
Immediately flag complaints or disclosures involving serious protection concerns، safeguarding، sexual exploitation and abuse (SEA)، or violations of the Code of Conduct through the designated confidential reporting and referral channels، without investigating or attempting to resolve such cases independently
Maintain confidentiality and protect the personal information of callers and complainants at all times
Follow up on referred inquiries or complaints when required and within the
assigned under the CFM procedures
Inform callers about available feedback، complaint، and referral channels، including alternative channels where appropriate
Support referrals for cases or requests that fall outside the project's scope in accordance with established referral pathways
Identify frequently raised questions، recurring complaints، access barriers، and common concerns reported through the hotline
Prepare concise summaries of hotline calls، complaints، feedback، referrals، and recurring issues for review by the MEAL/Accountability team
Coordinate with relevant project and field teams to ensure that beneficiary feedback and reported issues are communicated through the appropriate channels
Support the collection، organization، and secure storage of hotline and CFM data in accordance with established procedures
Maintain accurate and organized documentation and records related to hotline activities
Submit weekly and monthly hotline records/reports and other agreed deliverables for verification
Share verified CFM trends with the designated MEAL/Accountability focal point and Reporting/IMS Officer through the established reporting process، while maintaining confidentiality and applying data-minimization principles
Ensure that submitted records are complete، accurate، timely، and suitable for monitoring and audit purposes
Participate in coordination or review meetings when requested and provide relevant information on hotline activities and emerging issues
Required
and Experience Bachelor's degree or diploma in Social Sciences، Psychology، Counseling، Development Studies، Community Development، Communications، or another relevant field
Equivalent relevant experience may be considered
Previous experience in hotline operation، call center services، community feedback mechanisms، accountability، customer service، complaints handling، or humanitarian/community-based programs is desirable
Experience working with humanitarian organizations، NGOs، or community-based programs is an advantage
Good understanding of community dynamics and the local context in Taiz
Ability to understand and accurately record callers' concerns and information
Ability to provide clear guidance based on approved information and procedures
Good judgment and ability to recognize cases requiring referral or escalation
Ability to prepare clear and accurate periodic records and reports
Commitment to confidentiality، safeguarding، PSEA، protection، accountability، and do-no-harm principles
Key Deliverables and Verification Payment will be made with the service contract
Deliverables may include: Daily management and handling of incoming hotline calls
Complete and accurate registration of calls، complaints، feedback، and requests
Appropriate provision of information and guidance based on approved project materials
Documented referrals and escalations requiring follow-up
Timely escalation of serious or sensitive complaints through designated channels
Records of follow-up actions، where applicable
Weekly and monthly summaries of hotline calls and reported issues
Identification and reporting of recurring concerns، access barriers، and frequently raised questions
Complete، accurate، confidential، and properly maintained hotline/CFM records
Submission of all agreed monthly records and reports within the required timeframe
How to Apply / كيفية التقديم Interested candidates who meet the
are invited to submit an updated CV and supporting documents to Please note that the application deadline is 21، October، 2026 Important Notes / ملاحظات هامة Following the instructions on How to apply will always increase your chances of getting your application looked at
إتباع تعليمات التقديم المذكورة في كل إعلان ستزيد من فرصة النظر لسيرتك الذاتية من قبل الجهة المعلنة If you're applying by email، make sure you mention the job title in the "Subject" field of your message
تذكر أن تكتب إسم الوظيفة و موقعها في عنوان البريد عندما يكون التقديم عبر الإيميل Always tailor your CV and cover letter to match the job
to stand out from other applicants
احرص دائمًا على تخصيص سيرتك الذاتية وخطاب التقديم لتتناسب مع متطلبات الوظيفة للتميز عن المتقدمين الآخرين Confidential Job Application Sign in to track your application for this job Sign in to Track Time Remaining 0 days left 0 Hours 0 Minutes 0 Seconds Deadline: Oct 21، 2026 This job has expired Save & Share Login to Save Job Related Jobs مدير الإنتاج Confidential
Application Status Planning You plan to apply In Progress Working on application Applied Application submitted No Response No response received d Application process finished Urgency Level Urgent High priority Can Wait Normal priority Notes Save Cancel
Application and contact
مطلوب Hotline Operator – Third-Party Service Provider
Choose an available application or contact method.
Job description
Read the job details and requirements before sending your application.
Hotline Operator – Third-Party Service Provider Confidential | Taiz | Posted: 05 Oct، 26 | Deadline: 21 Oct، 26 New Hotline Operator – Third-Party Service Provider Confidential Taiz Posted: 05 Oct، 26 Deadline: 21 Oct، 26 Job Description / الوصف الوظيفي Hotline Operator – Third-Party Service Provider Location: Taiz Contract Type: Third-Party Service Contract 10 months Sectors: FSAC، Health، Nutrition and WASH Activity: Hotline / Community Feedback Mechanism (CFM) Job Summary The Hotline Operator will provide daily hotline management services to ensure that beneficiaries and community members can access timely information، guidance، and feedback channels related to the project's FSAC، Health، Nutrition، and WASH activities
Key Responsibilities
- Perform other hotline and CFM-related tasks directly related to the contracted services، as requested by the designated MEAL/Accountability focal point
- Ability to manage multiple calls and tasks while maintaining accuracy and confidentiality
- Sana'a Branch Manager
- مدير الفرع Confidential
- Multiple Cities Printed from Yemen HR on October 5، 2026 Original posting: 5tawzeef.com/jobs/hotline-operator-third-party-service-provider-confidential-taiz-e9d75606 Track Your Application Keep track of your job application status and progress
Requirements & Qualifications
- Excellent communication and interpersonal skills
- Strong active listening skills and the ability to communicate clearly and respectfully with people from different backgrounds
- Strong organizational skills and attention to detail
- Basic computer and data-entry skills and ability to use electronic or paper-based hotline/CFM recording tools
- Fluency in Arabic is required، English language skills are an advantage
The service provider will receive and respond to incoming calls in a professional، respectful، confidential، and non-discriminatory manner، provide accurate information based on approved project materials، register calls، complaints، feedback، and requests using the established CFM tools، and refer or escalate cases requiring further action to the relevant project staff and Monitoring، Evaluation، Accountability and Learning (MEAL)/Accountability team
The service provider will maintain accurate hotline records، identify recurring issues and trends، support appropriate referrals and follow-up، and submit verified periodic records and reports in accordance with the service contract and applicable CFM procedures.
Key
Manage incoming calls through the project's designated hotline on a daily basis
Respond to callers promptly، professionally، respectfully، and with appropriate sensitivity and confidentiality
Provide accurate and consistent information on available FSAC، Health، Nutrition، and WASH activities and services، using approved project information، FAQs، and communication materials
Listen carefully to callers and identify their questions، requests، complaints، feedback، or information needs
Register and document all hotline calls accurately and promptly using the approved hotline log، forms، or electronic data collection tools
Record complaints and feedback in accordance with the project's Community Feedback Mechanism (CFM) SOPs and procedures
Provide immediate guidance and information whenever the requested information is within the service provider's approved scope and available information
Refer inquiries، requests، and cases that cannot be addressed directly to the relevant project staff or service point for appropriate follow-up
Escalate serious، sensitive، or urgent complaints to the designated MEAL/Accountability focal point in accordance with established escalation procedures
Immediately flag complaints or disclosures involving serious protection concerns، safeguarding، sexual exploitation and abuse (SEA)، or violations of the Code of Conduct through the designated confidential reporting and referral channels، without investigating or attempting to resolve such cases independently
Maintain confidentiality and protect the personal information of callers and complainants at all times
Follow up on referred inquiries or complaints when required and within the
assigned under the CFM procedures
Inform callers about available feedback، complaint، and referral channels، including alternative channels where appropriate
Support referrals for cases or requests that fall outside the project's scope in accordance with established referral pathways
Identify frequently raised questions، recurring complaints، access barriers، and common concerns reported through the hotline
Prepare concise summaries of hotline calls، complaints، feedback، referrals، and recurring issues for review by the MEAL/Accountability team
Coordinate with relevant project and field teams to ensure that beneficiary feedback and reported issues are communicated through the appropriate channels
Support the collection، organization، and secure storage of hotline and CFM data in accordance with established procedures
Maintain accurate and organized documentation and records related to hotline activities
Submit weekly and monthly hotline records/reports and other agreed deliverables for verification
Share verified CFM trends with the designated MEAL/Accountability focal point and Reporting/IMS Officer through the established reporting process، while maintaining confidentiality and applying data-minimization principles
Ensure that submitted records are complete، accurate، timely، and suitable for monitoring and audit purposes
Participate in coordination or review meetings when requested and provide relevant information on hotline activities and emerging issues
Required
and Experience Bachelor's degree or diploma in Social Sciences، Psychology، Counseling، Development Studies، Community Development، Communications، or another relevant field
Equivalent relevant experience may be considered
Previous experience in hotline operation، call center services، community feedback mechanisms، accountability، customer service، complaints handling، or humanitarian/community-based programs is desirable
Experience working with humanitarian organizations، NGOs، or community-based programs is an advantage
Good understanding of community dynamics and the local context in Taiz
Ability to understand and accurately record callers' concerns and information
Ability to provide clear guidance based on approved information and procedures
Good judgment and ability to recognize cases requiring referral or escalation
Ability to prepare clear and accurate periodic records and reports
Commitment to confidentiality، safeguarding، PSEA، protection، accountability، and do-no-harm principles
Key Deliverables and Verification Payment will be made with the service contract
Deliverables may include: Daily management and handling of incoming hotline calls
Complete and accurate registration of calls، complaints، feedback، and requests
Appropriate provision of information and guidance based on approved project materials
Documented referrals and escalations requiring follow-up
Timely escalation of serious or sensitive complaints through designated channels
Records of follow-up actions، where applicable
Weekly and monthly summaries of hotline calls and reported issues
Identification and reporting of recurring concerns، access barriers، and frequently raised questions
Complete، accurate، confidential، and properly maintained hotline/CFM records
Submission of all agreed monthly records and reports within the required timeframe
How to Apply / كيفية التقديم Interested candidates who meet the
are invited to submit an updated CV and supporting documents to Please note that the application deadline is 21، October، 2026 Important Notes / ملاحظات هامة Following the instructions on How to apply will always increase your chances of getting your application looked at
إتباع تعليمات التقديم المذكورة في كل إعلان ستزيد من فرصة النظر لسيرتك الذاتية من قبل الجهة المعلنة If you're applying by email، make sure you mention the job title in the "Subject" field of your message
تذكر أن تكتب إسم الوظيفة و موقعها في عنوان البريد عندما يكون التقديم عبر الإيميل Always tailor your CV and cover letter to match the job
to stand out from other applicants
احرص دائمًا على تخصيص سيرتك الذاتية وخطاب التقديم لتتناسب مع متطلبات الوظيفة للتميز عن المتقدمين الآخرين Confidential Job Application Sign in to track your application for this job Sign in to Track Time Remaining 0 days left 0 Hours 0 Minutes 0 Seconds Deadline: Oct 21، 2026 This job has expired Save & Share Login to Save Job Related Jobs مدير الإنتاج Confidential
Application Status Planning You plan to apply In Progress Working on application Applied Application submitted No Response No response received d Application process finished Urgency Level Urgent High priority Can Wait Normal priority Notes Save Cancel
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Review the job details, then use the available apply or contact button on the job page.
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The job location is Yemen.
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