Overview
The WFP Community Feedback Mechanism (CFM) is designed to operationalize WFP’s AAP commitments and support overall operations by strengthening transparency and accountability to all stakeholders. The CFM serves as a channel for WFP to communicate with stakeholders and allows individuals or groups to raise questions, share feedback, or flag a complaint.
Tasks Summary
- Assist in managing and monitoring calls and messages received through the outsourced call center.
- Act as the primary liaison between WFP and the outsourced call center agent.
- Provide day-to-day support and guidance to outsourced call center agents.
- Conduct regular quality assurance checks on calls and case handling.
- Receive and handle sensitive and distressing calls professionally.
- Write clear, concise, and accurate caller notes in English.
- Ensure timely and accurate data entry into the CFM system.
- Compile, analyze, and support reporting on CFM data.
- Provide inputs to regular CFM trend analysis.
- Flag urgent cases, sensitive issues, and trends to supervisors.
- Support the preparation and sharing of reports.
- Serve as a point of contact for resolving general operational queries related to CFM.
- Lead coordination meetings with project focal points.
- Liaise with supervisors, other operators, and third parties to gather information.
- Share feedback and insights with internal counterparts.
- Contribute to regular updates of the CFM knowledge base.
- Remain informed of up-to-date information on the humanitarian response and services.
- Relay accurate and timely information to callers.
- Support dissemination activities to raise community awareness.
- Attend briefings, coordination meetings, and trainings.
- Demonstrate the ability to learn quickly, follow procedures, and act professionally.
- Foster a respectful, inclusive, and effective workplace environment.
- Maintain flexibility in undertaking additional duties.
- Support any other related tasks as required by supervisors.
Experience Requirements
Four or more years of experience in business support work, and experience in client/customer services functions, call centers, or hotlines. Experience with a UN agency or international organization, or knowledge of humanitarian and development sectors is an asset.
Qualification Requirements
A university degree in Business Administration, Communication and languages, Computer related fields.
