Business Support Assistant

To ensure the WFP programming in Myanmar is efficient, effective, and accountable to affected people WFP is developing a ‘unified case management’ system (UCM). The UCM will strengthen the collection, management, analysis, and use of key WFP data streams, starting with community feedback and process monitoring data. The UCM integrates key monitoring and Community Feedback Mechanism (CFM) responsibilities and establishes the necessary systems and processes to manage and take timely corrective action for individual issues, and to analyze and learn from data streams over time to improve programming. Beyond WFP programming, the UCM will help lay the foundations for stronger WFP support to interagency response efforts including the AAPWG Community Voices Platform (CVP). 

• The UCM Agent (Call Center) position is required to ensure high quality, effective implementation of UCM processes and functions in line with all relevant SOPs, standards, and guidance. In so doing, the UCM supports WFP to achieve its broader programming objectives including:
• Uphold WFP commitments to be accountable to affected populations by helping enable participation and centralization of affected populations in WFP decision-making
• Quickly identify and help mitigate risks to both affected populations and WFP
• Use UCM information to help adapt programming to improve its effectiveness;

Key Responsibilities (not all inclusive) 

Under the overall guidance and supervision of the UCM Manager, and adhering to all relevant WFP SOPs and standards the UCM Agent (Call Centre) will: 

UCM Case Management 

• Interact with WFP supported and crisis-affected people, either in-person or remotely, representing WFP through various communication channels and accurately collecting their questions, concerns, needs, and other types feedback;
• Accurately and fully register feedback received through various communication channels in the UCM customer relation management (CRM) tool;
• Using relevant SOPs, determine appropriate process steps for registered UCM cases, including closure, flagging to UCM management for review, and case assignment;
• Follow instructed procedures for handling sensitive cases and allegations of misconduct such as sexual exploitation and abuse (SEA), fraud, corruption, and theft in a timely and confidential manner;
• Review actioned UCM cases for quality and adherence to UCM SOPs, processes and timelines;
• Ensure timely case resolution including providing final communication to UCM users per consent provided and in line with UCM SOPs;
• Display professional-grade call-handling skills, demonstrating sensitivity, neutrality, and patience, and adherence to confidentiality and data protection principles;
• Apply WFP’s Personal Data Protection and Privacy (PDPP) Framework to all aspects of the data flow process, in all interactions with the UCM user, and report any breaches of the PDPP.

UCM Function & Strengthening 

• Support UCM processes of qualitative/quantitative trend analysis and reporting;
• Support the development and improvement of documents, procedures and tools to support adherence to SOPs to help optimize case management and improve UCM service quality;
• Proactively identify and report to the UCM manager areas for improvement of the UCM, including but not limited to the accuracy and quality of information being shared with the UCM user, technical issues with the UCM, improvements to the data intake form, procedures on how to handle difficult UCM cases and users;
• Liaise with IT focal point for troubleshooting any issue related to the technology supporting UCM function;
• Proactively seek guidance from the UCM manager as required;
• Undertake training to enhance performance;
• Perform other related duties as required.

Education

• A first university degree in Business Administration, Social Sciences, or information management with a special focus on client/customer services management or other related functional areas, is required.

Experience

• Minimum of four years experience in client/customer service functions or social work. Work experience with a UN agency or international organization, or applied knowledge of the humanitarian, development and/or peace-building architecture would be an asset

Knowledge & Skills

• Excellent customer care and communication skills, a clear and friendly attitude, and the ability to follow and transmit clear messages (required);
• Knowledge of Core Humanitarian standards, accountability, and community; engagement practices and methodologies in the humanitarian sector (desired);
• Ability to follow procedures and instructions and multi-task in a professional manager while meeting targets in a high-pressure environment (desired);
• Capacity and attitude to learn quickly (desired).

Language:

• Fluency (level C) in English and Myanmar. One of these additional languages, Kayin (Sakaw), Khumi (Chin), Kachin, Hakha (Chin), Mon, Shan, Rakhine, Rohingya, or Chinese, is desirable.

Source: https://wd3.myworkdaysite.com/en-US/recruiting/wfp/job_openings/job/Nay-Pyi-Taw-Myanmar-The-Union-Of/Business-Support-Assistant–UCM—Agent–Call-Center–SC4-Nay-Pyi-Taw—Roster–Re-Advertised-_JR106417