Business Support Assistant (CFM Operator)
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.
To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.
Job Summary
The World Food Programme (WFP) in Port Sudan, Sudan, is seeking a dedicated Business Support Assistant (CFM Operator) to manage and operate the Complaints and Feedback Mechanism (CFM). This full-time role involves receiving beneficiary calls, logging and managing complaints and feedback in relevant systems, liaising with functional units, providing information to beneficiaries, and ensuring data quality. The ideal candidate will have excellent communication skills in Arabic and English, strong analytical abilities, and at least five years of experience in community feedback mechanisms or related fields within humanitarian or development operations.
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.
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 if available on the WFP portal).
ACCOUNTABILITIES/RESPONSIBILITIES (not all-inclusive):
- Carry out duties of CFM operator for the complaints and feedback mechanism including, but not limited to, receiving a maximum number of calls during working hours without compromising data quality, logging in and managing logged complaints and responses in the case management software and/or database, sharing case information with relevant functional units/offices, and closing the feedback loop as defined in the CFM standard operating procedures.
- Provide callers with relevant and accurate information on WFP programmes and interventions, and act as a point of contact between different WFP Sudan offices/units and WFP beneficiaries.
- Receive beneficiary and verify beneficiary feedback information from Cooperating Partner agencies via digital helpdesks and record this data in the relevant WFP's information management systems.
- Ensure that the information and data recorded in the WFP information management system are of the desired level of quality. Consistently review information received from Cooperating Partners.
- Contribute to the development of Frequently Asked Questions to facilitate first-case resolution for common queries in coordination with all relevant units.
- Disseminate information on WFP programme implementation and assistance entitlements to beneficiaries when receiving calls from beneficiaries and/or when providing feedback to beneficiaries.
- Implement remote monitoring of WFP programme activities as needed, in accordance with the SOP.
- Assign all issues that require investigation to the respective CFM focal point staff after the screening process in line with the escalation matrix.
- Compile and escalate sensitive complaints like harassment, SEA, abuse, and exploitation and categorize them in line with the standard operating procedures.
- Maintain a respectful and objective stance when receiving feedback, treat callers and colleagues with dignity and adhere to WFP’s ethical standards.
- Adhere to the personal data privacy and protection principles, especially upholding confidentiality in the CFM process from beginning to end, including related information.
- Contribute to the CFM progress and performance reporting by providing inputs and analysis.
- Perform other tasks when required.
QUALIFICATIONS & EXPERIENCE REQUIRED:
Education & Experience:
- Completion of a University degree in communications, education, business administration, social sciences, or any related fields; development studies or management is desirable.
- At least five years of experience in the field implementation of community feedback mechanisms and monitoring in the programme implementation of development, food, and humanitarian assistance operations. Call center operations, Customer service and community engagement are added advantages.
Skills & Attributes:
- Strong analytical, writing, and communication skills with excellent database management, computer literacy, and reporting skills.
- Well organized with a demonstrated customer service attitude and relationship building.
- Able to work with minimal supervision; eager to learn and motivated to work in the humanitarian field.
- Uses tact and courtesy to give and receive information from a wide range of individuals.
- Ability to identify data discrepancies and rectify problems that require attention.
- Understanding of WFP Programmes and Operations (desirable).
- Basic understanding of humanitarian protection, sexual and other forms of gender-based violence, civil-military relations, and other humanitarian policy issues, and their linkage with humanitarian assistance.
Languages:
- Fluency (level C) in written and spoken Arabic and English.
- However, a combination of Arabic and one additional language, including Amharic and Tigrinya, is an added advantage.
HOW TO APPLY
Posted On: May 26, 2025 (CAT)
Deadline for Applications: 8 June 2025, 23:59 (GMT+02:00 Central Africa Time - Khartoum).
Interested candidates should apply via the WFP careers portal using the link below.
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.
Reasonable Accommodation: WFP is committed to supporting individuals with disabilities by providing reasonable accommodations. If you require accommodation, please contact: global.inclusion@wfp.org.
No Fee Disclaimer: The United Nations does not charge any application or recruitment fee. Disregard any solicitation for payment.
