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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.
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ABOUT WFP
The 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.
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).
About the World Food Programme (WFP)
The United Nations World Food Programme (WFP) is the world’s largest humanitarian agency dedicated to combating hunger globally. Our mission is to achieve Zero Hunger in our lifetime, ensuring that no child goes to bed hungry and that the most vulnerable populations, especially women and children, have access to nutritious food.
Background
WFP is committed to Accountability to Affected Populations (AAP), which emphasizes the right of affected individuals to participate in decisions impacting their lives. This commitment is operationalized through three key components: Information and Knowledge Management, Inclusion, and Community Feedback and Response (CFM). In Kenya, WFP is currently providing food assistance to over 157,216 households affected by a prolonged drought through the Lisha Jamii program, utilizing both Cash-Based Transfers (CBT) and In-Kind food assistance. To enhance our community engagement efforts and manage an increasing volume of calls from beneficiaries, WFP Kenya seeks to Business Support Assistant (Call Center) Staff members for a short term period.
JOB 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.
DEADLINE FOR APPLICATIONS: 21 January 2025-23:59-GMT+03:00 East Africa Time (Nairobi)
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