TERMS OF REFERENCE (TOR) CALL CENTER OPERATOR

1.  Background

Shaqodoon Organization, in partnership with the World Food Programme (WFP) and the Danish Refugee Council (DRC), is implementing a large-scale humanitarian call center operation providing beneficiaries and community members across Somaliland and Somalia with a reliable channel to raise inquiries, feedback and complaints regarding programme services. The Call Center will operate under Shaqodoon Organization, with operations based in Hargeisa and Mogadishu, and will serve as a key Complaints and Feedback Mechanism (CFM) for WFP, DRC and Shaqodoon-supported programmes, covering activities such as food assistance, cash-based transfers, protection referrals and other humanitarian services delivered by the partners.

The Call Center team will consist of one (1) Call Center Supervisor and six (6) Call Center Operators, with three Operators based in Hargeisa and three in Mogadishu, ensuring coverage of beneficiary calls across both duty stations. The team will work closely with Shaqodoon's programme, MEAL and protection units, as well as with designated WFP and DRC focal points, to ensure that feedback and complaints are logged, tracked, and resolved or referred within agreed timeframes.

2.  Purpose of the Position

The Call Center Operator is responsible for receiving, recording and responding to beneficiary and community calls, inquiries, feedback and complaints related to WFP, DRC and Shaqodoon-supported programmes. The Operator ensures every caller receives accurate, timely and respectful service in line with the Call Center's Standard Operating Procedures, and reports directly to the Call Center Supervisor.

3.  Key Duties and Responsibilities

•    Handle inbound and outbound calls from beneficiaries and community members in a professional and courteous manner.

•    Accurately record all call details, inquiries, feedback and complaints in the Call Center database/CRM system.

•    Provide callers with clear and accurate information on programme services, eligibility criteria and processes, following approved call scripts.

•    Identify and immediately escalate sensitive complaints - including fraud, protection or PSEA concerns - to the Call Center Supervisor.

•     Follow Standard Operating Procedures (SOPs) and call scripts consistently for all call types.

•     Maintain strict confidentiality and data protection of caller and beneficiary information at all times.

•     Meet agreed daily and weekly call-handling and quality targets.

•     Conduct outbound follow-up or verification calls as assigned by the Supervisor.

•     Participate actively in trainings, refresher sessions and team meetings.

•     Submit accurate daily call summaries and handover notes to the Call Center Supervisor.

•     Perform any other duties assigned by the Supervisor relevant to the Call Center's function.

4.  Required Qualifications and Experience

•     Diploma or Bachelor's degree in Social Sciences, Business Administration, Communications or a related field.

•    Minimum of 3 years of experience in customer service, call center operations or community outreach; NGO/humanitarian experience is an added advantage.

•    Fluency in spoken and written Somali and English is highly desirable. For the Mogadishu-based team, the ability to understand and communicate effectively in relevant local Somali dialects, particularly Maay, Maxaa-tiri, and Benadiri, is highly desirable. Knowledge of other relevant local languages, including Bajuni, is an added advantage.

•     Advanced computer literacy, including data entry and MS Office.

•     Prior experience with complaints and feedback mechanisms (CFM) is an added advantage.

5.  Required Skills and Competencies

•     Active listening and empathy when engaging with callers, including distressed or vulnerable individuals.

•     Clear and effective verbal communication.

•     Accuracy and attention to detail in data entry and call logging.

•     Good time management and ability to meet call-handling targets.

•     Team-oriented, reliable and adaptable to shift schedules.

•     Patience and professionalism under pressure.

6.  Key Performance Indicators (KPIs)

•     Number and quality of calls handled per shift against the agreed target.

•     Accuracy and completeness of call records and complaint entries in the CRM/database.

•     Percentage of sensitive complaints correctly identified and escalated immediately to the Supervisor.

•     Caller satisfaction and adherence to call scripts, as assessed through Supervisor quality checks.

•     Attendance and punctuality in line with the assigned shift schedule.

7.  General Provisions

•    The incumbent will comply with Shaqodoon Organization's Code of Conduct, Child Safeguarding Policy, and PSEA (Protection from Sexual Exploitation and Abuse) Policy at all times.

•    The incumbent will maintain strict confidentiality of beneficiary data and case information in line with WFP and DRC data protection standards.

•    The incumbent may be required to undergo reference checks and background verification prior to confirmation of appointment.

•     This TOR may be reviewed and updated periodically in line with project needs.

8.  How to Apply

Interested and qualified candidates should submit a Cover Letter and updated CV, with contact details of three (3) professional referees, to [email protected] by deadline: 12-Nov-2026. Please indicate 'Call Center Operator' in the subject line.

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