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Entry Level UN Call Centre Jobs - Business Support Assistant (Help Line Operator) - United Nations World Food Programme (WFP)


Job Title:              Business Support Assistant (Help Line Operator)
Organization: United Nations World Food Programme (WFP)
Duty Station:  Kampala, Uganda
Grade: SC4

About US:
The UN World Food Programme (WFP) is the United Nations frontline agency against world hunger. It is the largest and longest serving humanitarian agency in Uganda. Currently WFP focuses on three priority areas: Saving lives in Emergencies; Building Resilience through Predictable Safety Nets; Improving Nutrition & Mother-and Child Health; and Supporting Small Holder Farmers to Access Markets. WFP has operations in various parts of the Country.

Job Summary: The Business Support Assistant (Help Line Operator) will support the WFP helpline calls.

The WFP helpline receives calls from all locations of WFP Operations. The biggest number of calls received is from the refugees in south west who commonly speak Kiswahili, Somali, English, Kirundi, Kinyabwisha, French and thus, of recent the helpline has been receiving an increase number of callers speaking Kinyabwisha/French, therefore, there’s a language capability requirement for Kinyabwisha/French which are widely spoken by the refugees from South West. The BFM team should be able to communicate clearly in local dialects and support the field offices in the community engagement utilizing local languages to ensure comprehension.

Key Duties and Responsibilities:
·        Gather information using the Helpline from persons of concern spread across the country. 
·        Respond to complaints and queries raised and escalate them where appropriate to management, to provide timely and accurate feedback to the persons of concern.
·        Provide regular feedback to the Programme and Policy Assistant (Helpline) and flag high issues of concern from the persons of concern.
·        Prepare accurate, timely monthly reports, and any other reports as required.
·        Manage and respond to incoming calls as well as maintain the feedback Sugar CRM database.
·        Analyse categorize and consolidate information about calls received and issues raised Interact with relevant units within WFP, partners and government to follow up on complaints.
·        Provide regular updates on complaints and feedback from beneficiaries and share with the WFP Uganda field offices, focal persons, implementing partners, and management
·        Share findings and recommendations with the Programme Units.
·        Take responsibility for the maintenance of set standard systems and files, to ensure information is accurate and readily available for the function.
·        Work with a variety of individuals, taking on feedback where appropriate to assist in business support delivery for staff


Qualifications, Skills and Experience:
·        The ideal candidate for the United Nations UN World Food Programme (WFP) Business Support Assistant (Help Line Operator) job placement should hold a University degree or a Diploma with commensurate experience in any of the following fields: Education, Development Studies, Business Studies, or Statistics, communication or related fields;
·        At least one (1) year of relevant experience in managing engagement with refugees or other beneficiaries of humanitarian assistance;
·        At least one (1) year experience working as a phone operator in a call center;
·        At least one (1) year of experience of managing an organisation's engagement with its customers or clients, including receiving customer feedback;
·        Fluency in any of the following languages: French, Kiswahiri, Kirundi, Somali or Kinyarwanda;
·        Fluency in Kinyabwisha language is a MUST.

NB: Female applicants and qualified applicants from Uganda with Ugandan Nationality are especially encouraged to apply.

How to Apply:
All candidates who desire to join the United Nations World Food Programme are encouraged to submit their applications online at the link below.


Deadline: 12th December 2019

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