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.
Opening date: 9th February 2023
Closing date: 22nd February 2023
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 Associate (Call Centre) the incumbent will be responsible for the following duties:
•Carry out telephone operator duties for the complaint and feedback mechanism including and not limited to, receiving calls, logging in and managing logged complaints and responses in the case management software
•Receive and verify beneficiary feedback information from partner agencies and record this information in relevant WFP’s information management systems
•Receive beneficiary feedback information from field monitors and record this information in relevant WFP’s information systems
•Ensure that the information and data recorded in WFP information management system is of desired level of quality.
•Ensure effective and timely escalation of cases as per WFP Somalia’s beneficiary cases escalation guideline
•Act as a point of contact between different WFP Somalia offices/units and WFP beneficiaries as it related to receiving of beneficiary queries and complaints through the hotlines and to the provision of feedback to beneficiaries on how their complaints and queries have been addressed
•Provide beneficiaries with information and guidance on different inquiries including, but not limited to,entitlements and programs implementation
•Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries when receiving calls from beneficiaries and/or when providing feedback to beneficiaries
•Implement remote monitoring in inaccessible areas on the implementation of WFP programme activities when needed in accordance with the WFP Somalia Call Center SOP.
•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.
Experience: Four years of responsible business support experience of which at least two years must be in programme implementation of development, food and humanitarian assistance operations.
Language: Fluency in both oral and written communication in English and Somalia language is a requirement.
Are you competent for this job? Do you have
- Proficient in the use of office equipment and computer software packages, such as Microsoft Word, Outlook, and Excel.
- Proven proficiency in using qualitative and quantitative data analysis software and database management experience would be an added advantage.
- Knowledge of work routines and methods to complete processes under minimal supervision.
- Uses tact and courtesy to give and receive information from a wide range of individuals.
- Ability to identify data discrepancies and rectify problems requiring attention.
Terms and Conditions:
VA close date: 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.