DEADLINE FOR APPLICATIONS7 April 2025-23:59-GMT+02:00 Eastern European Standard Time (Cairo)
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 WFP
The World Food Programme is the worldโs 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).
JOB TITLE: Business Support Assistant - Community Feedback Mechanism
Type of contract: Service Contract SC, L3
UNIT/DIVISION: Community Feedback Mechanism Team under the Crisis ResponseProgramme Unit
DUTY STATION (City, Country): Cairo, Egypt
DURATION: One-year contract - extendable
BACKGROUND AND PURPOSE OF THE ASSIGNMENT:
The World Food Programmerโs (WFP) Community Feedback Mechanism (CFM) is a formal two-way communication system comprised of human resources, processes, hardware, and software, that facilitates the intake, management, analysis, action, and resolution of feedback received from affected populations and other relevant stakeholders (including affected populations, WFP, cooperating partners, third-party monitors, government representatives, and service providers). It facilitates participative approaches to the humanitarian response and a rights-based approach to development work and is grounded in the principles of accountability, transparency, equality, and nondiscrimination.It aims to enable community members to share information, express
concerns and needs, or suggest changes with regard to their experience with WFP or the wider humanitarian system.
To ensure compliance with global corporate standards and effective, protective responses in line with interagency standards for community feedback mechnisms, WFP CFMs are enabled to intake and refer allegations of sexual exploitation and abuse, harassment, fraud, corruption, and quality issues.
WFP seeks a Business Support Assistant (CFM) to support the implementation of CFM processes that will enable it to achieve its core objectives:
1. Uphold its commitment to be accountable to affected populations by helping
enable participation and centralization of affected populations in WFP decision making.
2. Quickly identify and mitigate risks to both affected populations and the
organization.
3. Adapt programming to improve the effectiveness of WFP assistance by
meaningfully engaging with affected populations.ACCOUNTABILITIES/RESPONSIBILITIES:
Under the overall guidance and supervision of the CFM Manager, the Business Support Assistant (CFM) will have the following responsibilities:
1. Assist in managing calls received from the outsourced call center agent.
2. Help compile and analyze data, prepare reports, refer calls, and address urgent issues.
3. Record data timely within the specific technical area of work, adhering to
corporate standards and guidelines.4. Share feedback and information with internal counterparts (e.g., programme, IT etc) to support effective collaboration, implementation, and monitoring of ongoing project activities.
5. Act as the point of contact for the resolution of general operational queries and request assistance when needed.
6. Provide support and guidance for the outsourced call center agent
7. Conduct quality assurance for calls.
8. Act as a liaison between WFP and the outsourced call center agent
9. Handle sensitive calls neutrally and patiently, adhering to confidentiality and
data protection principles.
10. Support on any other business as required.QUALIFICATIONS & EXPERIENCE REQUIRED:
Education: A university degree in Business Administration, Communication,
or any other relevant field.
Experience: A minimum of three years of experience in general administrative 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.
Knowledge &Skills:
โข Excellent customer care and communication skills, a clear and friendly attitude, and the ability to follow and transmit clear messages.
โข Familiarity with Community Feedback Mechanism programmes and practices.
โข Good attention to detail to carry out agent quality and performance checks.
โข Ability to multi-task work to deadlines and follow clear instructions
โข Knowledge of standard office software packages, e.g., Microsoft Office
โข Capacity and attitude to learn quickly.
Languages: Fluency (level C) in both oral and written communication in Arabic language. Fluency (level C) or intermediate knowledge (level B) of English languageWFP LEADERSHIP FRAMEWORK
WFP 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 Framework
REASONABLE ACCOMMODATION
WFP 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.org
NO FEE DISCLAIMER
The 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 APPLICATION
We 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 language
Kindly note the only documents you will need to submit at this time are your CV and Cover Letter
Additional documents such as passport, recommendation letters, academic certificates, etc. may potentially be requested at a future time
Please contact us at global.hrerecruitment@wfp.org in case you face any challenges with submitting your application
Only shortlisted candidates will be notified
All 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.