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  • Organization: UN WFP - World Food Programme
  • Location: Amman
  • Grade: Administrative Services and Support - Generally no need for Higher Education - Administrative support
  • Occupational Groups:
    • Operations and Administrations
    • Administrative support
    • Public, Private Partnership
    • Trade and Development
    • Sales and Marketing
    • Customer services
  • Closing Date: 2019-03-24

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Business Support Assistant - Call Centre Agent SC4

Amman (Jordan)

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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.

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.

ORGANIZATIONAL CONTEXT

WFP Jordan Country Office is looking to build a pool of highly qualified and dynamic talents interested in joining the Call Centre team in Amman, when the need arises. Candidates, who pass the assessment process, will be placed on the pool for a period up to 12 months during which he/ she is considered with priority each time WFP has a specific need for a call centre staff. The Call Centre staff will work under the direct supervision of the Programme Associate (call centre Manager).

JOB PURPOSE

Enhancing the accountability to affected populations by supporting one of the Country office’s complaints and feedback mechanisms.

KEY ACCOUNTABILITIES (not all-inclusive)

  • Answer the calls received from the affected population with respect and professionalism and provide relevant information to all callers by answering their questions/inquiries thoroughly, and allocate enough time for each call;
  • Manage requests and grievances from the affected population in an effective and efficient manner;
  • Assist, support and guide the affected population with issues related to WFP programmes with high patience.
  • Follow up on complaints from the affected population with the supervisor to ensure that actions are taken effectively and in a timely manner;
  • Provide feedback to populations that have filed a complaint;
  • Use the call centre coding system; maintain and update the call centre database, by recording the calls with high quality for reporting purposes;
  • During the distribution cycle; assist the Field Monitors and Partners in solving the issues and queries from the affected population;
  • Collect essential data from callers to ensure all tickets in the database are accurately recorded;
  • Conduct requested remote monitoring calls to support the M&E activities;
  • Support the Call Centre Manager with additional analysis or follow-up;
  • Perform other related duties as required

         Expected Results:

  • Dedicated assistance to be provided to the affected population with respect, consideration and sensitivity to maintain the high quality of the Call Centre section.
  • Maintain updated database records with the required accurate information and the purpose of call for each case.
  • Handle records and complaints from the affected population with confidentiality and professionalism.

      Critical Success Factors:

  • Good analytical skills; resourcefulness, initiative, maturity of judgement, tact, negotiating skills; ability to communicate clearly and exercise patience and discretion both verbally and in writing; ability to work in a team, and establish effective working relations with persons of different origins and cultural backgrounds.

STANDARD MINIMUM QUALIFICATIONS

Education: Completion of secondary school education.

Experience: Two or more years of progressively responsible work experience in call centre, customer service and/or data collection in the field and/or direct exposure to affected populations

Knowledge & Skills:

  • Training and/or experience utilizing computers, including word processing, excel spreadsheet and other standard WFP software packages and systems
  • General knowledge of UN system policies, rules, regulations and procedures governing administration
  • Excellent communication skills
  • Ability to work under pressure and at times in a high-stress context.


Language: Fluency in both oral and written communication in English and Arabic.

4Ps CORE ORGANISATIONAL CAPABILITIES

Purpose

  • Understand and communicate the Strategic Objectives: Helps teammates articulate WFP’s Strategic Objectives.
  •  Be a force for positive change: Suggests potential improvements to team’s work processes to supervisor.
  •  Make the mission inspiring to our team: Explains the impact of WFP activities in beneficiary communities to teammates.
  •  Make our mission visible in everyday actions: Articulates how own unit’s responsibilities will serve WFP’s mission.

People

  • Look for ways to strengthen people's skills: Trains junior teammates on new skills and capabilities.
  •  Create an inclusive culture: Seeks opportunities to work with people from different backgrounds.
  •  Be a coach & provide constructive feedback: Serves as a peer coach for colleagues in same area of work.
  •  Create an “I will”/”We will” spirit: Tracks progress toward goals and shares this information on a regular basis with supervisor.

Performance

  • Encourage innovation & creative solutions: Explores ways to consistently be more efficient and accurate in own areas of work and shares new methods of work with colleagues.
  •  Focus on getting results: Focuses on getting results and tracks trends in completion rates for own tasks to identify opportunities for efficiency.
  •  Make commitments and make good on commitments: Takes responsibility for own tasks and notifies supervisor as soon as possible of potential delays in meeting deadlines or commitments.
  •  Be Decisive: Independently decides what action to take when faced with critical choices in the workplace or in dangerous situations in the field.

Partnership

  • Connect and share across WFP units: Suggests opportunities for partnering with other units to supervisor.
  •  Build strong external partnerships: Identifies opportunities to work with colleagues and partners in the field towards common goals.
  •  Be politically agile & adaptable: Develops an understanding of the value of WFP’s teams and external partners in fulfilling team’s goals and objectives.
  •  Be clear about the value WFP brings to partnerships: Aligns own activities with supervisor’s priorities to fulfill internal and external partner needs.
     

TERMS AND CONDITIONS

Applications must be submitted online through WFP e-Recruitment System

Make sure that you answer all mandatory questions accurately and to attach your updated CV in English.

Only short-listed candidates will be contacted.

DEADLINE FOR APPLICATIONS

24 March 2019

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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.

We do our best to provide you the most accurate info, but closing dates may be wrong on our site. Please check on the recruiting organization's page for the exact info. Candidates are responsible for complying with deadlines and are encouraged to submit applications well ahead.
Before applying, please make sure that you have read the requirements for the position and that you qualify.
Applications from non-qualifying applicants will most likely be discarded by the recruiting manager.
Apply

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