Business Support Assistant (Call Center Operator) G4
.
WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.
Job Posting Information
Posting Date: 12/04/2023
Closing Date: 26/04/2023
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, in 2022, WFP supports more than 8 million people. 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).
.
ORGANIZATIONAL CONTEXT
These jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). Job holders may either perform administrative support functions in the front office and report to the Business Support Associate, or provide administrative support to team(s) with the reporting line to the relevant Head of Unit, Chief, or the designate. In cases where these positions support a specific business stream, the reporting line may be to the relevant Head of Unit, Chief, or the designate.
At this level, work is carried out under minimal supervision. Job holders are expected to produce organised and accurate work, undertaking specific business support activities. They may offer guidance on standard practices to more junior staff in their area of work.
KEY ACCOUNTABILITIES (not all-inclusive)
Under the direct supervision of the Call Center Supervisor and the overall guidance of the Complaints and Feedback (CFM) Manager, the Call Center Operator will undertake the following responsibilities:
- Perform telephone operator duties for the complaint and feedback mechanism, such as taking calls, verification calls, logging in, and managing complaints and responses in the case management software.
- Maintain and improve quality results through adhering to the Call centre Standard Operating Procedures (SOP), checking the quality of information recorded in the case management software and ensuring all information is recorded correctly.
- Apply effective communication and soft skills when handling calls and cases
- Respond to complaints and queries raised and escalate them where appropriate to the call center supervisor and or programme teams, to provide timely and accurate feedback to the persons of concern.
- 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
KEY ACCOUNTABILITIES/RESPONSIBILITIES:
- Categorize and consolidate information about calls received and issues raised
- Follow up with relevant units within WFP, partners and Agencies on complaints handling as guided by call centre supervisor.
- Provide regular feedback to the Programme Officer (Call Centre Supervisor), AO focal persons, CPs and flag high issues of concern from the persons of concern.
- Responsible for maintaining systems and files based on set standards, to ensure information is accurate, updated and readily available for the function.
- Ensure information and knowledge sharing with colleagues at the CFM
KEY ACCOUNTABILITIES/RESPONSIBILITIES
- Adhere to strict WFP personal data protection and privacy protocols
- Demonstrate flexibility for shift adjustments
- Perform other duties as required.
STANDARD MINIMUM QUALIFICATIONS
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 four years of experience in a busy customer service-oriented position preferably within humanitarian context..
Knowledge & Skills:
DESIRED EXPERIENCES FOR ENTRY INTO THE ROLE:
- Knowledge related to analysis and representation of data.
- Knowledge related to computer operations to include the use of email, web browser and customer service and data entry techniques.
- Ability to handle pressure
- Ability to think quickly and communicate clearly with a variety of callers
- Ability to handle a high volume of calls.
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.
FUNCTIONAL CAPABILITIES
N/A
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
26 April 2023
- Qualified female applicants encouraged to apply.
- This position is open ONLY for Sudanese nationals only.
- WFP does not charge any fee at any stage of its recruitment process
- WFP has zero tolerance for discrimination and does not discriminate on the basis of HIV/ADIS status.
- Please indicate in your cover letter the duty station(s) you prefer to be deployed should you be a successful candidate.
.
WFP has a zero-tolerance approach to conduct such as fraud, sexual exploitation and abuse, sexual harassment, abuse of authority and discrimination. All selected candidates will be expected to adhere to WFP’s standards of conduct and will therefore undergo rigorous background verification internally or through third parties. Selected candidates will also be required to provide additional information as part of the verification exercise. Misrepresentation of information provided during the recruitment process may lead to disqualification or termination of employment
WFP will not request payment at any stage of the recruitment process including at the offer stage. Any requests for payment should be refused and reported to local law enforcement authorities for appropriate action.
