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

 Business Support Assistant
(Help Line Operator)
Organization: United Nations World
Food Programme (WFP)
Duty Station:  Kampala, Uganda
Grade: SC4
About US:
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.
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
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
Work with a variety of individuals, taking on feedback where appropriate
to assist in business support delivery for staff

Qualifications, Skills and
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
At least one (1) year of experience of managing an organisation’s
engagement with its customers or clients, including receiving customer
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:
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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