Programme Associate (Call Center Operator)

Opening date: 24 September 2020

Closing date: 08 October 2020

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 & gender balance and encourage qualified female candidates to apply.

Would you like to join WFP Sudan’s Programme team and enable the delivery of professional, client-focused services? Are you ready to partner with managers to deliver effective Programme interventions that will change and save the lives of the most vulnerable people in Sudan? If yes, this opportunity is for you.

At WFP, we are looking for experienced Programme Associates (Call Center Operator) to join our Programme teams in Khartoum, Sudan, to be hired on a Service Contract at level 6.  

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.

WFP Sudan has the potential to reach millions of food insecure people across Sudan – with a total of 4 million people assisted in 2018. WFP Sudan, one of the largest and complex operations for the UN WFP,  is currently rolling out its five-year Country Strategic Plan (2019-2023), which aims to provide emergency assistance through a hybrid approach (Cash, food and vouchers), along with life-changing types of programmes (Nutrition, Resilience and School Feeding).

Under the direct supervision of the Call Center Supervisor; and the guidance and overall supervision of the Complaints and Feedback (CFM) Project Manager, the Programme Associate (Call Center Operator) will undertake below duties and responsibilities;

1. Answer incoming calls, provide immediate response to information inquiries and questions, recording all user information into the CFM database system
2. Ensure clear understanding of the Call centre Standard Operating Procedures (SOP) and adherence to all relevant guidance while managing incoming and outgoing calls
3. Assists callers in identifying needs and simplify the information required to ensure adequate and clear information is collected from the caller
4. Ensure that adequate information is being provided to the caller and document their informed consent for cases that require referral or onward escalation for follow up action
5. Create new complaints in the CFM Online Database System with accuracy and under relevant modules

6. Forward complaints/feedback not resolved at first contact to the relevant programme focal points at Co, AO/FO and/or Protection Associate at AO or as guided by call centre supervisor

7. Follow up with the call center supervisor on timely response from programme focal points on all concerns referred
8. Ensure responses/feedback is delivered to users and update the database system
9. Regularly seek information on WFP activities update and information in close coordination with the supervisor to be able to respond on the spot to beneficiary’s information requests.
10. Ensure information obtained from a variety of WFP programs units on their activities is adequately communicated to callers/users as requested
11. Report any technical problem immediately to the Call Center Supervisor
12. Keeps professional skills current by attending training on new equipment and learning new or modified procedures as provided by supervisors/WFP programme staff
13. Adhere to strict WFP personal data protection and privacy protocols

Education: Completion of secondary school education. A post-secondary certificate in the related functional area. University Degree in Business Administration, IT, Economics, Statistics, Social science or any other relevant field is desirable.

Experience:  At least five years of experience in a busy customer service-oriented position preferably within humanitarian context.

Language: Fluency in both English and Arabic.

• Knowledge of computer operations to include the use of email, web browser and customer service and data entry techniques.
• Ability to think quickly and communicate clearly with a variety of callers and handle a high volume of calls.
• Data entry and analysis skills
• Ability to work under pressure
• General knowledge of UN system related policies, rules, regulations and procedures.

• To apply, please create a personal account and fill out the profile form with your personal information at http://www1.wfp.org/careers/job-openings . If you are an internal applicant, apply through your E-Recruitment profile.
• In the application form, ensure filling the mandatory sections, attaching your CV, answering the pre-screening questions and agreeing on the legal statement before submitting your application.
• Selection of staff is made on a competitive basis on account of potential and performance. All applicants will undergo a rigorous process which includes screening against job requirements, a technical test, and a panel interview.

We look for applicants with the highest integrity and professionalism who share our humanitarian values. We commit to promote diversity, gender parity and equality between men and women.

WFP strives to build a work environment that is safe and respectful, and free of sexual harassment and abuse of authority. We believe in open communication, and every individual at WFP is treated with respect regardless of gender, age, ethnicity, religious and political beliefs, etc.

In this pursuit, WFP assists women to balance work exigencies with personal and family responsibilities by providing an attractive compensation package, including fully paid maternity leave for 16 weeks, breastfeeding time off, and the possibility to avail of flexible working arrangements. Also, we endeavor to provide our staff, women, and men, with training and professional career development.

Closing date: 08 October 2020

• Qualified female applicants are especially encouraged to apply
• WFP does not charge any fee at any stage of its recruitment process
• WFP has zero tolerance with discrimination and does not discriminate to HIV/AIDS status.
• This position is open to ONLY Sudanese nationals and those authorized to live and work in Sudan according to Sudanese regulations.
• Please indicate in your cover letter the duty station(s) of your preference.