Programme Business Support Assistant – Call Centre Operator (SC4), Garowe

DEADLINE FOR APPLICATIONS22 September 2025-23: 59-GMT+03: 00 East Africa Time (Mogadishu)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.

ABOUT WFPThe World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves. To learn more about WFP, visit our website: https: //www. wfp. org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP?WFP is a 2020 Nobel Peace Prize Laureate. WFP offers a highly inclusive, diverse, and multicultural working environment. WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities. A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.

We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement). BACKGROUND AND PURPOSE OF THE ASSIGNMENT: WFP Somalia upholds its commitment to accountability to people we serve and transparency through the Community Feedback Mechanism (CFM), with the Call Centre serving as one of the key communication channels connecting beneficiaries to WFP operations. WFP Somalia has a safe, accessible, and responsive community feedback and response mechanism in place to allow affected communities to raise concerns, grievances, seek information, request for assistance and provide feedback.

The CFM operates at the local level, with a 360-degree monitoring and reporting process in place. A dedicated call centre is in place to enable safe and confidential reporting of incidents and enables registration of complaints through a dedicated hotline, email and cases from field monitoring as well as helpdesk and it is accessible nationwide. To ensure operational business continuity and effectiveness of the Call Centre, the Planning, Monitoring, Learning and Evaluation (PMLE) unit is looking for qualified individuals who can deliver timely, accurate, and respectful support services to beneficiaries through WFP’s Community Feedback Mechanism. ACCOUNTABILITIES/RESPONSIBILITIES:

Under the direct operational supervision of the Call Centre Team Leader and Programme Policy Officer, the incumbent will be responsible for the following duties: Carry out telephone operator duties for the community feedback mechanism including but not limited to, receiving calls, logging in and managing logged complaints and responses in the case management software. Collect data through the helpline to record on the corporate platforms with integrity and confidentiality. Ensure the quality and integrity of CRM data to support accurate and timely information in WFP corporate systems.

Act as a focal point between different WFP Somalia offices/functional units and the people we serve (beneficiaries). Provide beneficiaries with information and guidance on different inquiries such as entitlements and programmes implementationDisseminate information on WFP programme implementation and assistance entitlements to beneficiaries through different communication channelsImplement remote monitoring in inaccessible areas on the implementation of WFP programme activities when needed in accordance with the WFP Somalia Call center SOP. Follow-up on cases resolution and ensure prompt closurePerform other duties as required. Qualifications, Experience And Skills RequiredEducation:

Secondary school education, preferably supplemented by courses in humanitarian work, development economics, customer relationship or otherfield related to WFP programmatic activities. Experience: At least four (4) years of relevant experience with a Secondary School Certificate, OR University Degree (Diploma/Bachelor’s) with a minimum of two (2) or more years of experience in business support, of which at least two years must be in programme implementation related to development, customer relations, or food and humanitarian assistance operations. Language: Fluent knowledge (proficiency/level C) of English and Somali language. Knowledge and Skills Required:

Proficient in the use of office equipment and computer software packages, such as Microsoft Word, Outlook, and Excel. Proven proficiency in using qualitative and quantitative data analysis software and database management experience would be an added advantage. Knowledge of work routines and methods to complete processes under minimal supervision. Uses tact and courtesy to give and receive information from a wide range of individuals. Ability to identify data discrepancies and rectify problems requiring attention. This position is open to qualified Somali national candidates only. Female candidates are highly encouraged to apply.

WFP Somalia offers female friendly spaces in the workplace. WFP LEADERSHIP FRAMEWORKWFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission. Click here to access WFP Leadership FrameworkREASONABLE ACCOMMODATIONWFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global. inclusion@wfp. orgNO FEE DISCLAIMERThe United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process.

Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web. REMINDERS BEFORE YOU SUBMIT YOUR APPLICATIONWe strongly recommend that your profile is accurate, complete, and includes your employment records, academic qualifications, language skills and UN Grade (if applicable). Once your profile is completed, please apply, and submit your application.

Please make sure you upload your professional CV in the English languageKindly note the only documents you will need to submit at this time are your CV and Cover LetterAdditional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future timePlease contact us at global. hrerecruitment@wfp. org in case you face any challenges with submitting your applicationOnly shortlisted candidates will be notifiedAll employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications.

WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

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.