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Programme Officer (Call Center Supervisor)

Khartoum

  • Organization: WFP - World Food Programme
  • Location: Khartoum
  • Grade: Level not specified - Level not specified
  • Occupational Groups:
    • Project and Programme Management
    • Managerial positions
    • Customer services
  • Closing Date: Closed

JOB POSTING INFORMATION

Opening date: 24 September 2020

Closing date: 08 October 2020

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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 & 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 programme services? Are you ready to partner with managers to deliver effective programme solutions 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 an experienced ProgrammeOfficer (Call Center Supervisor) to support our Programme team in Khartoum, Sudan, to be hired on a Service Contract  at SC8 level.

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.

 

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 WFP globally,  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).

KEY ACCOUNTABILITIES (not all-inclusive)

Under the direct guidance and supervision of the Complaints and Feedback Mechanism (CFM ) Project Manager; the Call Centre Supervisor will supervise and oversee the call centre operations ensuring proper functioning of the call centre, consolidate and share complaints received with various Area offices, and work closely with respective functions/offices to close the feedback loop. 

  1. Regularly review complaints/feedback on the data base system and work with phone operators to ensure adequate and accurate information is collected and recorded in the database system
  2. To ensure all CFM policies and procedures relating to beneficiaries’ complaints are followed and are adhered to and documented in accordance with the SOP of the CFM
  3. Review and train the operators on complaints process flows, escalation matrix and referral pathways to ensure that complaints/feedback are referred to the relevant programme focal point or other stakeholders, including external actors.

4. In close coordination with CFM Manager, follow up with programme focal points and/or Programme Associate (P/AAP) at AO for timely response to referred complaints, and the operators communicating the feedback to users/beneficiaries (closing the feedback loop) and updating the system accordingly

5. Draft monthly and quarterly progress report on complaints received using defined parameters, highlighting challenges and complaint trends; work with the CFM Manager to provide a full analysis of the complaints and propose solutions and or activity adjustments based on CFM trends
6. In close coordination with the CFM Manager, ensure that the operators are regularly oriented and informed about all WFP interventions including information on distributions timings and/or changes to assistance delivered, to facilitate first contact resolution where possible
7. Liaise with ICT and IT and tele-communication companies to for the call centre systems/equipment updates and maintenance
8. Participate in the organization’s training programmes and other activities as appropriate
9. Supervise the Call centre operators and enhance their capacity through regular on the job training sessions in coordination with CFM Manager and Protection/AAP team at CO.
10. Perform any other duties as requested

STANDARD MINIMUM QUALIFICATIONS

Education: Advanced University degree in economics, agriculture, international affairs, business administration, social sciences, development studies; or a field relevant to international development or First University Degree with additional years of related work experience and/or trainings/courses.

 

Experience: At least one year progressive experience in humanitarian context and INGOs in one or more of the following fields: Customer services, Statistical Analysis, Protection, Accountability to Affected populations and Gender for holders of an advanced university degree; and two years of related work experience for holders of a first university degree.


Language: Fluency in both English and Arabic.

DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE
  • Ability to coordinate administrative activities and have a good level of computer literacy with capacity to draft reports/documents clearly and concisely.
  • Possess good analytical skills
  • Ability and experience on staff supervision    
  • Ability to work under pressure in difficult conditions.
  • Knowledge of work routines and processes in order to complete tasks under minimal supervision.
  • Ability to identify problems whilst being solution oriented.
  • General knowledge of UN system related policies, rules, regulations and procedures.

 

HOW TO APPLY
  • 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.
TALENTED WOMEN ARE HIGHLY ENCOURAGED TO APPLY

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.

DEADLINE FOR APPLICATIONS

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.
This vacancy is now closed.
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