Programme Business Support Assistant (Call Center Operator), G4 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:

Date of Issue: 14th January 2019                              Closing Date: 27th 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 Call Centre Team Leader and overall supervision of the Call Centre Programme Policy Officer, the incumbent will be responsible for the following tasks:

• Monitor the implementation of WFP programmes through remote monitoring methods;
• Carry out food security monitoring for the Vulnerability Assessment and Mapping (VAM) and Monitoring and Evaluation (M&E) unit through remote monitoring methods;
• Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channels;
• Ensure data integrity to facilitate availability of accurate information in WFP corporate information management systems;
• Act as a point of contact between different WFP Somalia offices/units and WFP beneficiaries;
• Provide beneficiaries with information on entitlements and programme implementation;
• Carry out telephone operator duties for the complaint and feedback mechanism including, but not limited to, receiving calls, logging in and managing logged complaints and responses in the case management software. Contribute to the call centre progress and performance reporting by providing inputs as required;
• Perform other duties as required.

Minimum Qualifications:

Education: Secondary school education, preferably supplemented by courses in business administration, development economics or other field related to WFP programmatic activities.

Experience: Three or more 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 written and spoken English and Somali is a requirement.

Knowledge & Skills: 

• Proficient in the use of office equipment and computer software packages, such as Microsoft Word, Outlook, 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 to a wide range of individuals;
• Ability to identify data discrepancies and rectify problems requiring attention.

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.