Somalia & Somaliland-based Shaqodoon Organization is looking to fill the role of Call Center Supervisor. This role falls within the Supervisor sector and requires candidates with 7 - 8 years of relevant experience. Qualified candidates are urged to apply before the Nov, 12 deadline.
CALL CENTER SUPERVISOR
Position Title Call Center Supervisor
Implementing Partner Shaqodoon Organization
Programme Partners World Food Programme (WFP) and Danish Refugee Council (DRC)
Duty Station
Shaqodoon Call Center, [Hargeisa, Mogadishu] — Somalia/Somaliland.
Reports To Executive Director
Supervises Call Center Operators (team size: 6)
Number of Positions One Position
Type of Contract Fixed-term / Renewable, subject to project funding and performance
Duration [12 months, renewable]
Working Hours Full-time; flexibility required to oversee shifts, including occasional
weekends/public holidays
Background and Context
Shaqodoon Organization, in partnership with the World Food Programme (WFP) and the Danish Refugee Council
(DRC), is establishing/operating a centralized Call Center to strengthen community engagement, accountability to
affected populations (AAP), and two-way communication across programme areas in Somalia/Soamliland. The Call
Center enables communities to access information, register feedback and complaints, and raise protection
concerns, including PSEA and GBV-sensitive referrals, through a confidential and reliable channel.
The Call Center Supervisor will lead the day-to-day management of the Call Center team, ensuring high-quality
service delivery, adherence to protocols, staff performance management, effective use of technology for
development (Tech4Dev) solutions, and effective coordination with Shaqodoon, WFP, and DRC programme, M&E,
and protection teams.
Purpose of the Position
The Call Center Supervisor is responsible for the overall supervision, coordination, and quality assurance of Call
Center operations, including staff management, case escalation, reporting, technology-enabled service delivery,
and liaison with partner agencies. The Supervisor ensures that the Call Center consistently meets performance
targets, upholds confidentiality and safeguarding standards, leverages digital tools to improve community access
and service quality, and provides accurate, timely data and analysis to inform programme decision-making.
Key Duties and Responsibilities
3.1 Team Supervision and People Management
- Plan, organize, and supervise daily Call Center operations, including staff scheduling/shift rosters to ensure
adequate coverage at all times.
- Directly supervise, coach, and mentor Call Center Operators, providing regular feedback and on-the-job
training.
- Conduct regular call monitoring, quality assurance checks, and performance evaluations of Operators.
- Identify staff capacity gaps and coordinate/deliver refresher training on scripts, protocols, systems, PSEA,
and customer service standards.
- Manage staff attendance, leave planning, and day-to-day HR matters in coordination with Shaqodoon's
HR/Admin department.
- Foster a positive, professional, and accountable team culture, and address performance or conduct issues
promptly and appropriately.
3.2 Operations, Quality Assurance, and Escalation Management
- Oversee the end-to-end call handling process, ensuring calls are answered promptly and in accordance with
approved scripts and standard operating procedures (SOPs).
- Serve as the first point of escalation for complex, sensitive, or high-risk cases (e.g., PSEA, GBV, fraud, child
protection, security incidents), ensuring immediate and appropriate referral in line with agreed pathways
with WFP and DRC focal points.
- Ensure strict confidentiality and safe handling of sensitive information at every stage of case management.
- Monitor Call Center system/CRM performance and coordinate with IT/technical focal points to resolve
technical issues affecting service delivery.
- Ensure business continuity and contingency planning for the Call Center (e.g., staff absence, system
downtime, high call volume periods).
3.3 Data Management, Reporting, and Coordination
- Consolidate, analyze, and quality-check daily/weekly/monthly call data and feedback trends for internal
and partner reporting.
- Prepare and submit timely narrative and statistical reports to Shaqodoon management, WFP, and DRC,
highlighting trends, risks, and recommendations.
- Coordinate closely with Shaqodoon's Programme, M&E, and Protection/PSEA teams, and with WFP and
DRC counterparts, to ensure feedback loops are closed and referral pathways function effectively.
- Participate in coordination meetings with WFP, DRC, and other stakeholders, representing the Call Center
team as required.
- Maintain and regularly update Call Center SOPs, scripts, FAQs, and referral directories in coordination with
programme teams.
3.4 Technology for Development (Tech4Dev / ICT4D) Activities
- Lead the day-to-day use, configuration oversight, and continuous improvement of the Call Center
technology stack, including the CRM/case management system, telephony/IVR platform, call recording
tools, and feedback dashboards.
- Identify opportunities to apply digital tools and innovations (e.g., IVR menus, SMS/USSD and WhatsApp
channels, automated call-backs, mobile data collection, and chatbots) to expand community access to
information and feedback channels.
- Coordinate with Shaqodoon's IT team, technology vendors, and WFP and DRC digital/IT and M&E focal
points to test, deploy, and maintain Call Center systems, ensuring interoperability with partner feedback
and beneficiary management platforms.
- Oversee user account management, access controls, and role-based permissions in Call Center systems,
and ensure regular data backups and system updates.
- Ensure data protection, information security, and responsible data practices in all technology use, in line
with Shaqodoon, WFP, and DRC data protection policies and donor requirements.
- Develop and maintain dashboards and automated reports (e.g., Excel/Power BI, KoboToolbox, or
equivalent) that visualize call volumes, feedback trends, referral status, and case closure rates for decisionmaking.
- Design and deliver training for Operators and partner staff on new tools, system features, digital literacy,
and cybersecurity awareness.
- Document technical issues, user feedback, and lessons learned from technology use, and recommend
improvements, upgrades, or scale-up options to Shaqodoon management and partners.
- Support digital inclusion by ensuring Call Center technology and channels are accessible to women, persons
with disabilities, displaced communities, and people with low literacy or limited connectivity.
- Develop and test business continuity and disaster recovery plans for Call Center technology (e.g., power,
internet, and telephony failover).
3.5 Compliance, Safeguarding, and Accountability
- Ensure full compliance of the Call Center team with Shaqodoon's Code of Conduct, PSEA Policy, Child
Protection Policy, and data protection standards.
- Promote and model humanitarian principles, impartiality, and cultural sensitivity in all aspects of Call Center
operations.
- Ensure informed consent, confidentiality, and safe referral procedures are followed for all sensitive cases.
- Support internal and external audits, monitoring visits, and quality assurance reviews conducted by
Shaqodoon, WFP, or DRC.
- Perform other related duties as assigned by the line manager or Project Management.
About Somalia & Somaliland
This position covers operations across both Somalia and Somaliland, offering a dynamic and impactful work environment. The Horn of Africa region presents unique professional challenges and opportunities in humanitarian response, development programming, governance, and private sector growth.
Ereyada Soomaaliga (Somali Keywords): Shaqo Cusub • Shaqo Buuxda