PURPOSE

The Call Center Staff will play a crucial role in ensuring effective communication between WFP and the communities we serve, particularly among Somali-speaking populations. Responsibilities include:

• Database Management: Collaborate with the beneficiary services team to regularly review and maintain the beneficiary feedback database.
• Call Handling: Receive, log, respond to, escalate, and manage incoming calls while providing timely feedback to complainants. Proficiency in Somali is essential for accurately addressing the needs of Somali-speaking beneficiaries.
• Interdepartmental Coordination: Interact with relevant WFP units, partners, and government agencies to escalate and follow up on complaints.
• Data Categorization: Categorize and consolidate information regarding calls received and issues raised.

STANDARD MINIMUM QUALIFICATIONS

• Education: A diploma in Community Development, Social Sciences, Data Management, Communications, or a related field.
• Experience: At least two years of experience in community engagement, with a minimum of six months in call center operations. Experience with WFP is highly desirable.
• Technical Skills: Basic proficiency in spreadsheets and databases; ability to maintain accurate records and perform data analytics.
• Language: Fluent in English; proficiency in Somali is not just desirable but crucial for effective communication with beneficiaries.

KEY COMPETENCIES

• Communication Skills: Excellent verbal and written communication skills are essential for effectively interacting with beneficiaries and stakeholders. The ability to converse fluently in Somali will enhance rapport with Somali-speaking clients.
• Problem-Solving Abilities: Strong analytical skills to categorize issues and propose solutions.
• Team Collaboration: Ability to work collaboratively within a diverse team environment.