VACANCY ANNOUNCEMENT N° :16-0022240
Programme Assistant (Call Center Operator, M&E and Reports), Sana'a, Yemen
Organization: WFP - World Food Programme
Country: Yemen
City: Sana'a
Closing date: Thursday, 8 September 2016
Duties and Responsibilities:
Perform basic analyses and compile reports to support information consistency and smooth
implementation of programmes/projects. Perform specialized and/or standardized policy and
programme-related processes and activities to support the effective delivery of assistance
packages.
Key tasks and responsibilities:
Under the overall supervision of the Head of Programme and direct supervision of a Programme
Officer, the Programme Call Center Operator will be responsible for the following duties:
Remote Beneficiary Contact Monitoring:
Conduct daily interviews through phone calls with a defined number of WFP beneficiaries using a pre-defined questionnaire;
Insert the data collected into the call center database;
Validate the collected data on a daily basis;
Aggregate the data on weekly and monthly basis and submit to M&E Assistant for analysis;
Prepare daily, weekly and monthly performance report.
Beneficiary Feedback Mechanism:
Receive feedback/complaints calls and emails and insert necessary information into the BFM database;
Validate the collected data on daily basis;
Filter the feedback/complaints received on daily basis and categorize them by subject;
Prepare daily report on feedback/complaints received and disseminate to relevant staff as agreed upon with the M&E Officer;
Prepare weekly reports on the feedback received and the actions taken in response to them and the status of the actions taken;
When required, the BFM operator will give feedback either through phone or email to the complainers about the actions taken by the WFP in response to their complaints;
Prepare monthly statistical reports on the performance of the beneficiary feedback mechanism and the response rate to received feedback/complaints
Minimum Standard Academic Qualifications & Experience:
Education:
Completion of secondary school education coupled with a post-secondary certificate in the related functional area;
Good level of MS word and Excel, and ability to work as database end user;
Good typing speed
Work Experience:
At least two (2) years of experience as enumerator in field assessments and surveys (experience with WFP field work, an asset)
Language:
Arabic native speaker wih good English speaking and writing skills
IN ORDER TO APPLY:
Applications must be submitted online
Application procedures:
Go to: http://i-recruitment.wfp.org/vacancies/16-0022240
Step 1: Create your online CV
Step 2: Click on “Description” to read the position requirements and “Apply” to submit your application
NOTE: You must complete Step 2 in order for your application to be considered for this vacancy.
Only selected candidates will be contacted
