Programme Associate (Call Center Team Leader), G6 Garowe

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WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles.

Selection of staff is made on a competitive basis, and we are committed to promoting diversity and gender balance.

Posting Dates

Posting Dates: 8th January 2019                Closing Date: 21st January 2019

Organizational Background

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.

The World Food Programme Somalia activities include food assistance for relief, emergency school feeding, nutrition and food assistance for assets creation through provision of in-kind and cash-based transfers.

This position is open to qualified Somali candidates. Female candidates in particular, are encouraged to apply.

Duties and Responsibilities

Under the direct operational supervision of the Programme Policy Officer (Call Center) and overall supervision of the Liaison Office M&E Team Leader, the incumbent is responsible for the following duties:

• Provide technical support and assist in the development and implementation of WFP Call Centre programme remote monitoring processes ensuring alignment with wider programme policies;
• Assist in the day-to-day implementation of the WFP plan of action of the Call Centre ensuring appropriate delegation of tasks between Call Centre team members. Review achievements and constraints and provide feedback accordingly;
• Provide technical support and assist in the development of surveys and messages on the software applications in use;
• Oversee and ensure accurate, timely recording of feedback and remote monitoring data and that data collection and feedback recording systems are up-to-date;
• Support in preparing technical status reports and data analysis on Call Centre operations and performance, and highlight trends/issues ensuring deliverables adhere to corporate standards and quality control;
• Provide Call Centre operations related inputs for management meetings;
• Provide support to the capacity building of Call Centre staff and partners. Prepare for and respond to programme delivery and implementation needs, increase awareness on the importance of monitoring and evaluation, and encourage accountability for demonstrating results;
• Provide training, assistance and guidance to more junior Call Centre team members on the day-to-day work and business processes;
• Support in supervising the Call Centre staff;
• Perform other related duties as required.

Minimum Qualifications

Education: Completion of secondary school education. A post-secondary certificate in the related functional area.

Experience: Five 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 Somali is a requirement.

Knowledge & Skills: 

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

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.

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Female applicants and qualified applicants from developing countries are especially encouraged to apply

WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/AIDS status.

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.