WFP Business Support Assistant (CFM Intake Operator)

Job Posting Organization:
The World Food Programme (WFP) is the world’s largest humanitarian organization, established to save lives in emergencies and to use food assistance as a means to build a pathway to peace, stability, and prosperity for people recovering from conflict, disasters, and the impacts of climate change. WFP operates in numerous countries around the globe, focusing on providing food assistance and support to those in need. The organization is committed to diversity and equal employment opportunities, encouraging qualified candidates from all backgrounds to apply. WFP has a strong emphasis on creating a healthy and inclusive work environment, where integrity, collaboration, commitment, humanity, and inclusion are core values. The organization also invests in the personal and professional development of its employees through various training and mentorship programs, making it an attractive workplace for individuals looking to make a difference in the world.

Job Overview:
The Business Support Assistant will be stationed at the WFP Country Office and will report directly to a Monitoring & Evaluation Officer. This role is crucial in supporting WFP’s priorities by providing safe, inclusive, and accessible channels for affected individuals to express their concerns, lodge complaints, ask questions, and provide feedback regarding humanitarian assistance. The position also involves handling sensitive incident reports related to gender-based violence (GBV), sexual exploitation or abuse (SEA), fraud, corruption, theft, and environmental and social harm. The Business Support Assistant will be responsible for managing the WFP toll-free hotline, ensuring that it operates efficiently and effectively, and maintaining a high standard of customer service while addressing the needs of callers.

Duties and Responsibilities:
The primary responsibilities of the Business Support Assistant include managing the WFP toll-free hotline for eight hours a day, from 08:00 to 17:00, Monday to Friday, in local languages (Ndebele and Shona). The assistant must ensure that the hotline is used exclusively for its intended purpose and that all hotline information is kept secure. They are expected to be courteous when receiving calls, assuring callers that their information will be treated confidentially. The assistant must seek the caller’s consent before recording personal identification information and document all feedback using agreed templates. This includes capturing essential details such as log number, date, hotline user, partner, intervention, CSP activity number, program, field office, district, ward, village/suburb, mobile number, sex of hotline user, age, nature of feedback, and details of the issue. Calls must be categorized based on priority, with severe issues escalated within 24 hours. The assistant will also maintain daily log sheets on call metrics and prepare monthly reporting briefs highlighting trends and issues.

Required Qualifications:
Candidates must have completed secondary school education, with a post-secondary social sciences certificate in a related functional area being desirable. A minimum of four years of relevant experience is required, with additional years of related work experience and/or training being advantageous. Experience in customer service, call center operations, beneficiary services, program support, or complaint management is essential. Familiarity with databases, case management systems, or information management platforms is also necessary. Previous experience in humanitarian or development organizations is considered an advantage. Candidates should possess strong data management and reporting skills, excellent verbal and written communication skills, and the ability to work under pressure while managing high call volumes.

Educational Background:
The educational background required for this position includes the completion of secondary school education. A post-secondary certificate in social sciences or a related field is desirable, as it provides foundational knowledge relevant to the responsibilities of the role.

Experience:
The position requires a minimum of four years of relevant experience, which may include customer service, call center operations, beneficiary services, program support, or complaint management. Additional years of experience or training in these areas will be considered beneficial. Experience working with databases and case management systems is also important, as is prior experience in humanitarian or development organizations.

Languages:
Excellent oral and written communication skills in English, Shona, and Ndebele are essential for this position. Proficiency in these languages will enable effective communication with callers and ensure that their concerns are addressed appropriately.

Additional Notes:
The position is full-time and based in Harare, Zimbabwe. WFP is committed to providing reasonable accommodations for individuals with disabilities throughout the recruitment process. The organization does not charge any fees for applications or recruitment processes, and all employment decisions are made based on organizational needs, job requirements, merit, and individual qualifications. Selected candidates will undergo rigorous reference and background checks to ensure a safe and inclusive work environment.