TERMS OF REFERENCE (ToR)

CFM, Call Centre & Technology Lead

Organization: Shaqodoon Organization Department/Unit: Technology and Innovation Unit Position Title: CFM, Call Centre & Technology Lead

Duty Station: Hargeisa, with travel to Mogadishu and other operational locations as needed

Employment Type: Full-time

Reports To: Technology and Innovation Unit Lead / Designated Supervisor

Supervises: Call Centre Operators and assigned technical personnel

1.  Background

Shaqodoon Organization is committed to strengthening community engagement, accountability, digital innovation and effective service delivery through technology-driven solutions.

Shaqodoon runs Community Feedback Mechanisms (CFMs) that receive, document, refer, track and resolve feedback, complaints, information requests and concerns from communities, beneficiaries and partners. People reach these services through toll-free short codes on all major networks, using calls, IVR, SMS, USSD, WhatsApp and voicemail. Shaqodoon’s Imaqal platform provides the IVR, call routing and multi-channel services, and Namaqal AI provides Somali speech-to-text transcription and translation of voice messages.

Somalia’s humanitarian community is establishing the Somalia/Land Common Feedback Mechanism through an Inter-Agency Feedback Centre (IFC), led jointly by WFP, the Danish Refugee Council (DRC) and Shaqodoon. The IFC combines a distributed call centre, an inter-agency referral hub and an analysis hub. Existing hotlines will connect through a unified IVR and call-routing layer, WFP’s SugarCRM will support case registration and tracking, and interoperability arrangements will link participating agency systems and the Somalia/Land Referral System. Within the IFC Operation Team, Shaqodoon leads on telephony technology, supports WFP in the supervision of call centre agents, and operates call centre hubs in Hargeisa and Mogadishu.

To strengthen these functions, Shaqodoon seeks to recruit a qualified and experienced CFM, Call Centre & Technology Lead.

2.  Overall Purpose of the Position

The CFM, Call Centre & Technology Lead will run and coordinate the technology behind Shaqodoon’s CFM and call centre services, including telephony, IVR, short codes, communication channels, case handling, AI transcription, data and infrastructure, and will lead Shaqodoon’s technology contribution to the IFC.

The position will also oversee the daily operations of Shaqodoon’s call centre hubs and supervise call centre personnel, ensuring feedback, complaints and concerns are received, recorded, referred and closed in a timely, confidential and accountable manner

In addition, the postholder will coordinate Shaqodoon’s wider technology work, supporting the Technology and Innovation Unit in planning, delivering, maintaining and improving the organization’s digital platforms, systems, ICT infrastructure and technology projects.

3.  Key Roles and Responsibilities

A.  Community Feedback Mechanism (CFM) Management

·        Coordinate the day-to-day management of Shaqodoon’s CFM services and its role in the IFC.

·        Ensure accessible channels for feedback, complaints and information requests, including for women, persons with disabilities, displaced communities and people with low literacy or limited connectivity.

·        Maintain procedures for intake, registration, categorization, referral, escalation and loop closure, in line with IFC-wide procedures where applicable.

·        Ensure all cases are properly recorded in the relevant case management systems, including SugarCRM for IFC cases.

·        Coordinate referral of cases to relevant departments, partner agencies and focal points, and monitor follow-up until the loop is closed with the caller.

·        Run the technology and reporting for CFM hotlines Shaqodoon provides to other partners and consortia, acting as their technical focal point.

·        Identify recurring complaints, gaps and emerging concerns, and share findings with management, programme teams and partners.

·        Prepare regular CFM reports on feedback trends, complaint categories, response rates, resolution rates and outstanding cases.

·        Support updates to CFM guidelines, scripts, FAQs, reporting templates and operational tools.

B.  Call Centre Operations and Supervision

·        Lead and supervise daily operations at Shaqodoon’s call centre hubs.

·        Supervise, coach and support Call Centre Operators, working with WFP on joint supervision of IFC agents.

·        Develop staff schedules and shift rosters to ensure adequate coverage.

·        Ensure inbound and outbound calls are handled according to approved scripts and SOPs, and properly documented.

·        Monitor call quality and key indicators, including answer rates, handling times, resolution rates and community satisfaction.

·        Serve as an escalation point for sensitive or high-risk cases (PSEA, GBV, fraud, child protection, security incidents), ensuring immediate referral through Shaqodoon’s safeguarding channels and the IFC’s agreed inter-agency pathways, using a survivor-centred approach in line with the IASC Minimum Operating Standards on PSEA.

·        Manage attendance, leave and day-to-day HR matters with HR/Admin.

·        Prepare regular call centre performance reports and recommend improvements.

C.  CFM and Call Centre Technology

·        Run and maintain the telephony platform, including the unified IVR, call routing, queues, load balancing, call recording and callbacks

·        Manage toll-free short codes and relationships with telecom operators, including setup, testing, issue resolution and usage reconciliation.

·        Configure IVR menus, routing rules and recorded messages as partners join or services change.

·        Run and improve communication channels, including SMS, USSD, WhatsApp, voicemail and automated callbacks.

·        Support partner onboarding onto the unified IVR, and the progressive transition to unified short codes and deactivation of duplicate numbers.

·      Ensure Shaqodoon’s systems work with SugarCRM, the integration gateway and the Somalia Referral System, supporting end-to-end testing, user-acceptance testing and issue logging with WFP and DRC technical teams.

·        Oversee Namaqal AI processing of Somali voice messages, monitoring failed files and transcript quality and ensuring staff review every transcript before action.

·        Provide accurate call centre and telephony data for IFC dashboards and analysis.

·        Monitor system uptime, call quality and wait times, and act quickly on issues.

D.  ICT Infrastructure and Technical Support

·  Coordinate the functioning of ICT infrastructure, including computers, servers, networks, internet connectivity and communication systems at the call centre hubs and other locations.

·        Provide or coordinate technical support to staff across Shaqodoon’s locations.

·        Support management of user accounts, software licences, IT equipment and technology assets.

·        Coordinate with internet service providers, telecom operators, software vendors and other technology partners.

·        Develop and test business continuity and disaster recovery plans, including power, internet and telephony failover.

E.  Data Management, Information Security and Protection

·        Ensure information collected through CFM and call centre channels is managed and protected in line with Shaqodoon policies, IFC data-sharing arrangements and donor requirements.

·        Apply confidentiality, consent, data minimization and role-based access, so sensitive cases are visible only to authorised staff.

·        Coordinate regular data backups, system updates and security patches.

·        Identify technology and information security risks and recommend mitigation measures.

·        Support the implementation of technology policies, procedures and standards.

F.  Technology Coordination and Project Delivery

·        Coordinate Shaqodoon’s wider technology work in collaboration with the Technology and Innovation Unit.

·        Gather requirements from programme teams and partners, and coordinate projects from planning through development, testing and deployment.

·        Work with developers, IT consultants and technology service providers to deliver solutions on time, within budget and to agreed quality

·        Support the maintenance and improvement of organizational platforms, websites, applications and databases.

·        Identify opportunities for workflow automation and technology-driven service delivery, and coordinate pilots.

·        Provide technology inputs for proposals, budgets, ToRs and partner reports.

·        Train operators, staff and partner focal points on systems, new features, data protection and cybersecurity awareness.

·        Maintain technical documentation, including system configurations, IVR flows, user guides and troubleshooting procedures.

G.  Coordination, Reporting and Collaboration

·        Work closely with the Technology and Innovation Unit, Programme, MEAL, Protection/Safeguarding, Communications, HR and Administration teams.

·        Work closely with the WFP Inter-Agency CFM Manager, the IFC Operation Team and WFP and DRC focal points.

·        Participate in IFC and other coordination meetings, representing Shaqodoon’s call centre and technology work.

·        Prepare monthly and quarterly reports on CFM performance, call centre operations and technology projects, highlighting achievements, challenges, risks and recommendations.

·        Perform other related duties as assigned by the line manager.

4.  Expected Deliverables

1.     Functional CFM services with an accurate and well-maintained case database.

2.     Effective procedures for intake, referral, escalation and loop closure.

3.     Reliable telephony, IVR, short codes and communication channels with high uptime.

4.     Partner hotlines onboarded onto the unified IVR, and progress on the unified short code transition.

5.     Timely, staff-reviewed transcripts of voice messages.

6.     Effectively supervised call centre hubs with established performance indicators.

7.     Safe and timely escalation of all sensitive cases.

8.     Regular CFM, call centre and technology reports, including data for IFC dashboards.

9.     Coordinated delivery of Shaqodoon technology projects and timely ICT support.

10.  Up-to-date technical documentation and business continuity plans.

5.  Qualifications and Experience Education

·        Bachelor’s degree in Information Technology, Computer Science, Information Systems, Software Engineering, Telecommunications or a related field.

·        A postgraduate qualification in Information Technology, Project Management, Digital Transformation or a related discipline is an added advantage.

Professional Experience

·        Minimum of 4 to 5 years of relevant experience in ICT management, technology coordination, telephony/IVR, feedback and complaints management, or call centre operations.

·        Demonstrated experience with community feedback mechanisms or accountability platforms.

·        Proven experience supervising call centre or customer support teams.

·        Hands-on experience with IVR platforms, short codes and telecom operators, ideally in Somalia.

·        Experience coordinating developers, IT consultants and external service providers.

·        Experience with CRM or case management systems, databases and dashboards (e.g. SugarCRM, Power BI, KoboToolbox).

·        Experience with UN agencies, INGOs or local NGOs is an advantage.

Languages

·        Fluency in Somali and strong working excellent in English, spoken and written.

6.  Technical Competencies and Expertise

·        Community feedback mechanisms, case management, referral and loop closure.

·        Accountability to Affected Populations (AAP), PSEA, GBV referral pathways and safeguarding.

·        Call centre and contact centre management.

·        Telecommunications, VoIP, IVR and short code services.

·        CRM and case management systems, and system integration.

·        ICT systems administration and infrastructure management.

·        Data protection, cybersecurity and information security.

·        Technology project management and software development coordination.

·        Data analysis, performance monitoring and reporting.

7.  Core Competencies and Personal Attributes

·        Strong leadership, coordination and team supervision skills.

·        Excellent communication and interpersonal skills.

·        Strong analytical and problem-solving abilities.

·        Calm and decisive under pressure, especially with sensitive cases.

·        Ability to manage multiple technology and operational priorities.

·        Strong documentation and reporting skills.

·        High standards of integrity, accountability and confidentiality.

8.  Performance Indicators

·        Timeliness of case registration, referral and loop closure.

·        Percentage of cases resolved within agreed timelines.

·        Safe and timely handling of sensitive cases.

·        Call centre answer rates, handling times and service quality.

·        System uptime, call quality and speed of resolving technical issues.

·        Timely processing of voice messages.

·        Progress on partner onboarding and short code transition milestones.

·        Timely delivery of technology projects.

·        Compliance with data protection and ICT security requirements.

9.  Reporting and Working Relationships

The CFM, Call Centre & Technology Lead will report to the Technology and Innovation Unit Lead or designated supervisor. For IFC work, the postholder will follow the procedures, workplans and standards agreed by the IFC Operation Team, and work closely with the WFP Inter-Agency CFM Manager and WFP and DRC focal points.

The position will supervise Call Centre Operators and coordinate assigned technical personnel and external service providers, working with Programme, MEAL and Protection/Safeguarding teams so feedback is properly referred, analysed and used for learning.

The postholder must sign and comply with Shaqodoon’s Code of Conduct, Confidentiality Agreement, PSEA Policy and Child Protection Policy before starting, and ensure the same across the team.

10.  Application Procedure

Interested and qualified candidates should submit an updated CV, a cover letter and contact details of three professional referees to J[email protected] by 30-Nov-2026, with “CFM, Call Centre & Technology Lead” in the subject line.

Shaqodoon Organization is an equal opportunity employer. Only shortlisted candidates will be contacted.