CALL CENTER OPERATOR (6 POSITIONS)

Shaqodoon Organization

Job Details

  • Oct 24, 2026 Posted date
  • Nov 12, 2026 Expire date
  • Category
  • Hargeisa | Mogadishu Location
  • Undergraduate Degree Education Level
  • 3 - 4 years Experience Level
  • Full Time Job Type

Job Description

Project: Interagency Feedback Centre in Somalia
Position: CALL CENTER OPERATOR
Reports To Call Center Supervisor
Number of Positions 6 (3 based in Hargeisa, 3 based in Mogadishu)
Duty Station Hargeisa or Mogadishu (as assigned)
Contract Type Full-time, fixed-term (renewable based on project duration and performance)
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.

Skills and qualifications

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.

How to apply

Interested and qualified candidates should submit a Cover Letter and updated CV, with contact details of three (3)
professional referees, to Jobs@shaqodoon.org by deadline: 12-Nov-2026. Please indicate ‘Call Center Operator’ in
the subject line.
Shaqodoon Organization is an equal opportunity employer. Only shortlisted candidates will be contacted.

Apply:Jobs@shaqodoon.org

Similar Jobs

Show More Jobs