Business Support Assistant (Call Center Operator), Armenia, Yerevan At WFP – World Food Programme

Closing date: Monday, 10 April 2023

Career Opportunities: Business Support Assistant (Call Center Operator) | SSA-3| Yerevan, Armenia | 3 months (roster)

???? Vacancy Announcement n°: 702925

???? Job Title: Business Support Assistant (Call Center Operator)

????Type of Contract: Special Service Agreemnent (SSA-3)

➡️ Unit / Division: Research, Assessment and Monitoring Unit / WFP Armenia

???? Duty Station: Yerevan

➡️ Duration: 3 months (renewable) and roster

⏰ Closing date: Monday, 10 April 2023.

ABOUT WFP

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

To learn more about WFP, visit our website and follow us on social media to keep up with our latest news: LinkedIn, Instagram, Twitter.

Why work with us?

The United Nations World Food Programme is the world’s largest humanitarian agency fighting hunger worldwide. The mission of WFP is to help the world achieve Zero Hunger in our lifetimes. Every day, WFP works worldwide to ensure that no child goes to bed hungry and that the poorest and most vulnerable, particularly women and children, can access the nutritious food they need.

Despite Armenia’s significant efforts in the implementation of ambitious socio-economic reforms, several serious shocks such as COVID-19, military hostilities in and around Nagorno-Karabakh, and the recent military escalation between Armenia and Azerbaijan challenged efforts of poverty and food insecurity reduction, disproportionately affecting various vulnerable groups, at the same time generating new vulnerabilities. Conflict-affected populations displaced from the NK and internally displaced (IDPs) within Armenia, and persons living in poor, border and conflict-affected areas, mostly in Syunik, Gegharkunik and Vayots Dzor regions have specific vulnerabilities that require integrated and multidisciplinary solutions in line with the humanitarian-development nexus.

In response, WFP Armenia has initiated several interventions aimed at increasing the economic and humanitarian shock responsiveness of the conflict-affected and most vulnerable populations of selected border communities in Syunik, Gegharkunik and Vayots Dzor regions in the context of the military confrontations of September 13/14, 2022.

This is done inter alia via provision of Food Cards (a bank debit card dedicated for purchase of food) to the selected vulnerable households. It implies very big number of calls for targeting, data validation as well as responding to the calls received from the beneficiaries with carious inquiries, complaints and feedback.

Thus, given the increased number of people receiving support from WFP, it is vital to enhance WFP’s complaints and feedback mechanism hotline (managed by the RAM Unit) in order to accommodate the increased number of calls and ensure beneficiaries’ voices and concerns are heard.

The Business Support Assistant will support the CO in informed decision-making through making targeting and data verification calls, answering to, registering and analyzing the hotline calls and e-mail requests. Additionally, the incumbent will take part in baseline, process and endline data collection and analysis exercises of the RAM Unit. This is an opportunity for an exciting and challenging role in a multi-cultural, hardworking, fun and interdisciplinary team. In addition, we offer: ➡️ Meaningful and impactful careers: Our day-to-day work makes a difference in the lives of the people we serve

➡️ Continuous learning and training: We provide learning tools for our staff to continually develop their careers

➡️ Multicultural and stimulating work environment: We encourage gender and cultural diversity to make our teams stronger

Join us to make a difference in Armenia, watch this video to know more about us!!

How can you make a difference?

In this position, you will have to:

  •  Make calls aimed at targeting beneficiaries, verifying the initial beneficiary lists, household and beneficiary data.
  •  Answer WFP’s hotline telephone calls and e-mails responding to questions and concerns from beneficiaries about their entitlement, eligibility criteria, etc.
  •  Respond to queries and escalate where appropriate, in order to provide a timely and accurate service to beneficiaries.
  •  Gather information with clear direction to support the drafting of documents and preparing reports by other staff.
  •  Receive and collate comments and feedback from beneficiaries to support identifying programmatic issues with a view to improve programme implementation and delivery.
  •  Collect, sort and disseminate data, reports and other materials as required, undertake standard data entry tasks in the systems to ensure information is organized and readily available for the business team.
  •  Prepare field mission reports to document programme implementation, progress and opportunities for improvements.
  •  Perform other related duties if required.

To join us in saving lives, changing lives, you will need to have…

Education: Completion of a secondary school education. University degree in Social Science, Economics, Agriculture, or other relevant field is desirable.

Experience: Three (3) or more years of progressively responsible work experience in the relative business stream, with experience in general administrative work.

Knowledge & Skills:

  •  Proficient in the use of office equipment and computer software packages, such as Microsoft Word.
  •  Knowledge of work routines and methods in order to complete processes under minimal supervision.
  •  Qualitative and quantitative data collection and analysis skills. Advanced knowledge in MS Excel. Familiarity with other statistical analysis software packages (STATA, SPSS, R, NVivo) is desirable.

Languages: Fluency (level C) in English and Armenian languages. Working knowledge (level B) of Russian language is desired.

Before you apply

WFP seeks candidates of the highest integrity and professionalism who share our humanitarian principles. Selection of staff is made on a competitive basis, and we are committed to promoting an inclusive work environment in which diversity is valued and where no form of discrimination is tolerated. We aim to achieve parity in our teams in Armenia. Qualified female applicants and individuals with disabilities are especially encouraged to apply. CV and cover letter must be submitted in the English language.

Applications must be submitted online through WFP e-Recruitment System.

Only short-listed candidates will be contacted.

The successful candidate will have to be vaccinated against the COVID-19 to be able to perform his/her duties. The UN strongly recommends UN personnel, and their dependents receive a COVID-19 vaccine that has been approved by WHO.

Note: the position is open to Armenian nationals and individuals eligible to live and work in Armenia.

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.

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