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.

ABOUT WFP

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide.  The mission of WFP is to help the world achieve Zero Hunger in our lifetimes.  Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

Why work with 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.

KEY ACCOUNTABILITIES

1. Contribute towards the planning for WFP monitoring activities and processes ensuring integration of remote monitoring and on-site monitoring and in alignment with wider programme policies.
2. Oversee the implementation of the WFP plan of action of the Call Centre, ensuring that activities fit in to the greater monitoring plan and suggest improvements to maintain and improve quality standards.
3. Deliver the reports for remote monitoring and WFP hotline case management, with analysis on Call Centre operations and performance, and highlight trends/issues ensuring deliverables adhere to wider CO corporate standards, guidelines and quality control; Prepare and respond to programme delivery and implementation needs.
4. Assure the quality of data collected by the call centre operators for the remote monitoring and WFP hotline ensuring accuracy and reliability in preparation for the data analysis.
5. Support the M&E Officers on the requests for the call centre, prioritize them and collaborate actively with internal colleagues to develop a script, a questionnaire or other mechanism for information dissemination or data collection.
6. Manage the Call Centre and its daily operations ensuring adherence to quality performance; and provide technical and operational support in running of the Call Centre by regularly liaising with Area Office Management and Administration teams.
7. Manage performance of the call center operators through planning their schedules/shifts effectively, measure their performance based on clear quantitative and qualitative KPIs, providing coaching, feedback, and guidance as required to ensure appropriate development and enable high performance.
8. Support the capacity building of Call Centre staff, ensure the call centre operators receive all relevant communication and update related to CSP activities and new projects, and how to monitor the activities; train call centre operators on monitoring tools at every new data collection exercise, ensuring operators are familiar with data collection tools/questionnaires and their meaning
9. Train and develop call centre operators to broaden their interpersonal and communication skills and ensure they have the required knowledge in the areas of SEA, gender, protection, AAP, etc.
10. Monitor regularly (at least 20 % of the work time) the quality of the calls between call centre operators and beneficiaries to identify areas for improvement for the call centre operators and to develop further support material for the operators (scripts, tools, etc)
11. Create a positive working environment by listening and engaging the team to contribute and participate in driving improvement activities. Encourage efficiency, wellbeing and safety in the Call Centre.
12. Act as first point of contact for resolution for operational queries and problems related to remote monitoring tools and complaints and feedback mechanisms.
13. Act as first point for any beneficiary escalation and fully owns these until concerns are addressed.
14. Continuously look for innovative and optimal ways on how the call centre can be further utilised for beneficiary engagement and monitoring.
15. Other duties as required.

STANDARD MINIMUM QUALIFICATIONS

Education: Advanced University degree in International Affairs, Economics, Nutrition/Health, Agriculture, Environmental Science, Social Sciences or other field relevant to international development assistance, or First University Degree with additional years of related work experience and/or trainings/courses.

Experience: Demonstrable experience of effective people management including of an operational team. Call center management experience is desirable

Knowledge and Skills:

• Experience at humanitarian project/programme monitoring,
• Experience at supervising teams of Call Centre operators/data collection enumerators;
• Experience at analysing and drawing conclusions from large data sets.
• Proven customer orientation
• Able to understand trends to drive performance, process improvements and workflow optimisations
• Good knowledge of WFP programme activities, projects, SEA, Gender, protection, AAP policies to be effective as a first line escalation and team leader
• Self-driven, well organized, can manage an important workload
• Creative problem solver, flexible and constructive approach to overcome challenges
• Proficient in MS Office (Excel, PowerPoint) and in Tableau

Language: English proficiency; Somali mother tongue

TERMS AND CONDITIONS

Contract Duration: 1 year (Renewable)

Application Instructions

Interested and qualified candidates are requested to submit online applications through E-Recruitment.
Applications that do not meet the above requirements will be disregarded. Only shortlisted candidates will be contacted.

DEADLINE FOR APPLICATIONS: 17 MAY 2022

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.