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Programme Associate (Call Centre Operator), 2 positions G6 Garowe 79 views

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WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

Posting dates:

Opening date:                 9th February 2023                                   

Closing date:              22nd February 2023

About WFP

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide and the 2020 Nobel Peace Prize Laureate. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.

Why join WFP Somalia?

In Somalia, the World Food Programme provides food assistance for nutrition, livelihoods, and relief through the hard work of more than 500 employees who contribute to make Somalia hunger free in close partnership with local partners.

About the role?

WFP’s Call Centre needs to be operational on each workday (Sunday to Thursday included) between 6am and 8pm so that the people WFP serves can raise their concerns and receive prompt clarification, feedback, and support.

The selected call centre agents will be required to work on a shift basis with either early morning start or late evening end time. All call centre agents will observe the regular 40-hour working week schedule.

What will you do?

Under the direct operational supervision of the Programme Policy Officer (Call Centre) the incumbent will be responsible for the following duties:

  • Perform telephone operator duties for the complaint and feedback mechanism, such as taking calls, verification calls, logging in, and managing complaints and responses in the case management software.
  • Assist in the day-to-day implementation of the WFP Somalia    Call Centre improvement plan ensuring effective and timely execution of tasks. Review achievements and constraints in the execution of the Call Centre improvement plan, provide feedback, and recommend solutions where necessary.
  • Take a leading role in checking the quality of information recorded by other call centre operators (business support assistants) in the case management software and acting in improving the quality of data/information recorded in the software
  • Ensuring adherence to CFM policy, escalation guidelines, and case management guidelines by the call centre operators (business support assistants)
  • Support in preparing reports on the call centre operations making sure that data/information on key call centre performance indicators, challenges, and achievements are clearly captured and presented
  • Take part in discussion related to more strategic analysis of data/information stored in the case management software, ensuring generation of insights to inform WFP’s programming and decision making
  • Provide training assistance and guidance to more junior Call Centre team members on the day-to-day work and business processes
  • Follow up on compliance cases with the Area offices and get feedback from beneficiaries to close the loop.
  • Continuously taking note of challenges related to the quality of information recorded in the case management software and propose practical solutions to sustainably address these challenges
  • Take leadership in communicating and executing plans to address challenges related to the quality of information stored in case management software
  • Continuously assess the performance of staff in your supervision and provide guidance, coaching, and orientation to improve performance where needed.
  • Play a leading role in assessing the wellness of staff under supervision and flagging areas that require supervisors and management’s attention
  • Supervising the Call Centre operators (business support assistants)
  • Provide technical support and assist in the development and implementation of the WFP plans, and remote monitoring process ensuring alignment with wider programme policies.
  • Deputize the call centre team leader when needed.
  • Perform other duties as required.

Do you meet the minimum requirements?

Education:  Secondary school education, preferably supplemented by courses in humanitarian work, development economics or other field related to WFP programmatic activities. A diploma/degree will be an added advantage.

Knowledge and skills:  Six years of progressively responsible support experience in programme, humanitarian operations, or field-based development cooperation is desirable.

Language:  Fluency in both oral and written communication in English and Somalia language is a requirement. Knowledge of Maay Maay dialect is an advantage.

Are you competent for this job? Do you have

  • Has deepened technical knowledge through exposure to technical teams and contributed to the implementation of programme and provided inputs into policy discussions
  • Excellent communication skills and writing skills in English, ability to conceptualize issues and analyze data
  • Ability to supervise and support junior staff
  • Proven use of a common database or spreadsheet application is also desirable

Terms and Conditions:

VA will close on 22nd February 2023

WFP does not charge any application fees to candidates.

All call centre agents will observe the regular 40-hour working week schedule. But with early morning or late evening shifts due to the nature of the Call Centre work.

WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment

WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.

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