Programme Officer (Call Center Supervisor) – WFP


Job Description

OrganizationUnited Nations World Food Programme 
Job TitleProgramme Officer (Call Center Supervisor)
Requisition ID157038 
LocationSudan – Khartoum
Posted Date 06/02/2022
Closing date19 February 2022 

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 diversity & gender balance and encourage qualified female candidates to apply.

Would you like to join WFP Sudan’s Programme team and enable the delivery of professional, client-focused programme services? Are you ready to partner with managers to deliver effective programme solutions that will change and save the lives of the most vulnerable people in Sudan? If yes, this opportunity is for you.

At WFP, we are looking for an experienced Programme Officer (Call Center Supervisor) to support our Programme team in Khartoum, Sudan, to be hired on a Service Contract  at SC8 level.


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.

WFP Sudan has the potential to reach millions of food insecure people across Sudan – with a total of 4 million people assisted in 2018. WFP Sudan, one of the largest and complex operations for WFP globally,  is currently rolling out its five-year Country Strategic Plan (2019-2023), which aims to provide emergency assistance through a hybrid approach (Cash, food and vouchers), along with life-changing types of programmes (Nutrition, Resilience and School Feeding).


As part of Sudan Country Strategic Plan (CSP) 2019-2023, WFP offers an integrated package of programmes responding to immediate and protracted crisis while seeking coordinated approaches to improve nutrition, strengthen resilience and support the Government of Sudan and partners in paving the way for sustainable results. Key programme activities include life-saving food assistance (in-kind food and cash-based transfers, including through FFA, School-Based Programme, Nutrition as well as Productive Safety Nets and Post-Harvest Loss reduction.  

WFP Sudan Country Office (CO) is in the process of strengthening its Complaints and Feedback Mechanism (CFM) as part of WFP’s strong commitment to Accountability to Affected Populations (AAP). As one of the initiatives, in 2021, CO developed a centralized call center which is based and managed from the CO in Khartoum with dedicated operators managed by the supervisor.

KEY ACCOUNTABILITIES (not all-inclusive)

Under the direct supervision of gender and protection officer, the call centre supervisor will be responsible for the following duties:
1.    Ensure a smooth operation of the call center making sure that all cases are collected and timely recorded into the data base system, Sugar CRM, for an effective case management.
2.    Provide daily support to the operators on how to effectively collect cases from beneficiaries and enter them to the system in a timely and efficient manner.
3.    Ensure that all CFM policies and procedures relating to beneficiaries’ complaints are fully adhered to the corporate guidance and are in accordance with the CFM SOP.
4.    Review complaints referral pathways to ensure that all cases are timely referred/ escalated to relevant focal points in Khartoum, Area Offices (AOs) and Field Offices (FOs) for a smooth case management.
5.    Closely follow up with operators to ensure that response is adequately and timely communicated to beneficiaries with their high satisfaction before closing.
6.    Draft monthly reports on case status highlighting trends, challenges and proposed solutions and activities adjustment. 
7.    Regularly liaise/ follow up with relevant colleagues on necessary actions to enhance programme/activities adjustment according to beneficiaries needs.
8.    Ensure that the operators are well informed about all WFP interventions and receive timely updates on distributions cycle and/or any changes in assistance delivered, to be able to effectively respond to information request/ queries. 
9.    Liaise with ICT and tele-communication companies to ensure timely and adequately resolving any technical problems that hinder smooth operating of the call centre.
10.    Provide capacity development trainings for the operators through regular on the job training session in coordination with the gender and protection team.
11.    Perform any other duties as required.



 Advanced University degree in social sciences, economics, international relations, mathematical sciences; or a field relevant to international development or First University Degree with additional years of related work experience and/or trainings/courses.


At least one year of post-graduate professional experience in the fields of  statistical analysis, gender and protection with in-depth knowledge of these areas in humanitarian and development settings, and its linkage with food security and nutrition if holding an advanced degree (Master’s degree), or two years of post-graduate experience if holding a first university degree (bachelor’s degree). An experience of customer service is a plus.


 Fluency in both English and Arabic.


  • Excellent writing and communication skills in English;
  • Well organized with a demonstrated ability to analyse statistical information with excellent database management and reporting skills;
  • Strong experience in staff management with effective leadership skill;
  • Ability to work under pressure in difficult conditions;
  • Consistently approaches work with the energy and a positive, constructive attitude;
  • Demonstrated high moral integrity by modelling the UN’s values and ethical standards, impartiality and discretion and proven capacity of initiative, discretion and autonomy.


  • To apply, please create a personal account and fill out the profile form with your personal information at . If you are an internal applicant, apply through your E-Recruitment profile.
  • In the application form, ensure filling the mandatory sections, attaching your CV, answering the pre-screening questions and agreeing on the legal statement before submitting your application.
  • Selection of staff is made on a competitive basis on account of potential and performance. All applicants will undergo a rigorous process which includes screening against job requirements, a technical test, and a panel interview.


We look for applicants with the highest integrity and professionalism who share our humanitarian values. We commit to promote diversity, gender parity and equality between men and women.

WFP strives to build a work environment that is safe and respectful, and free of sexual harassment and abuse of authority. We believe in open communication, and every individual at WFP is treated with respect regardless of gender, age, ethnicity, religious and political beliefs, etc.

In this pursuit, WFP assists women to balance work exigencies with personal and family responsibilities by providing an attractive compensation package, including fully paid maternity leave for 16 weeks, breastfeeding time off, and the possibility to avail of flexible working arrangements. Also, we endeavor to provide our staff, women, and men, with training and professional career development.


Closing date: 19 February 2022 

  • Qualified female applicants are especially encouraged to apply
  • WFP does not charge any fee at any stage of its recruitment process
  • WFP has zero tolerance with discrimination and does not discriminate to HIV/AIDS status.
  • This position is open to ONLY Sudanese nationals and those authorized to live and work in Sudan according to Sudanese regulations.
  • Please indicate in your cover letter the duty station(s) of your preference.

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