Call Center Supervisor

SHAQODOON ORGANIZATION

TERMS OF REFERENCE (TOR)

CALL CENTER SUPERVISOR

Position Title

Call Center Supervisor

Project

Inter-agency Feedback Centre (IFC)

Consortium

World Food Programme (WFP), Danish Refugee Council (DRC) and Shaqodoon Organization

Recruiting Organisation

Shaqodoon Organization

Duty Station

IFC call centre hub, Hargeisa or Mogadishu

Reports To

IFC management team

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

1. Background and Context

Shaqodoon Organization, as a member of the Inter-agency Feedback Centre (IFC) consortium with WFP and DRC, will operate call centre hubs in Hargeisa and Mogadishu as part of the IFC’s country-wide network, strengthening community engagement, accountability to affected populations (AAP) and two-way communication with affected communities across Somalia on behalf of all participating humanitarian organisations. The Call Centre 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.

2. 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.

3. 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 through the IFC’s agreed inter-agency referral pathways, using a survivor-centred approach in line with the IASC Minimum Operating Standards on PSEA.

•         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 decision-making.

•         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.

4. Qualifications and Experience 4.1 Education

•         Bachelor's degree in Social Sciences, Business Administration, Communications, Information Technology, or a related field. A relevant Diploma with extensive experience may be considered in lieu of a degree.

4.2 Experience

•         Minimum 6-7 years of relevant experience in call center operations, customer service, community engagement/AAP, or complaints and feedback mechanisms, of which at least 4 years in a supervisory/team-lead role.

•         Prior experience working with UN agencies, INGOs, or local NGOs.

•         Demonstrated experience in staff supervision, coaching, and performance management.

•         Experience using or managing CRM/case management systems, telephony/IVR platforms, or digital data collection tools (e.g., KoboToolbox, ODK, or similar) in a development or humanitarian setting is a strong advantage.

4.3 Skills and Competencies

•         Fluency in Somali (spoken and written) and strong working proficiency in English (spoken and written) required.

•         Strong leadership, team management, and interpersonal skills.

•         Excellent analytical and report-writing skills, with proficiency in Microsoft Office (Excel, Word, PowerPoint) and CRM/database systems.

•         Strong digital skills and understanding of Technology for Development (Tech4Dev/ICT4D) approaches, data protection, and information security principles.

•         Sound understanding of humanitarian principles, accountability to affected populations (AAP), PSEA, GBV referral pathways, and safeguarding.

•         Strong problem-solving skills and ability to remain calm and decisive under pressure, particularly when managing sensitive or high-risk cases.

•         High level of integrity, discretion, and commitment to confidentiality.

•         Excellent communication and coordination skills for effective liaison with Shaqodoon, WFP, and DRC counterparts.

5. Performance Standards

•         Achievement of Call Center service level targets (e.g., call answer rate, average handling time, case resolution timelines).

•         Quality and timeliness of reports submitted to Shaqodoon management, WFP, and DRC.

•         Effective and timely escalation and closure of sensitive/protection-related cases.

•         System uptime, data accuracy, and successful adoption of new digital tools and channels by the Call Center team.

•         Team performance, attendance, and adherence to Code of Conduct and SOPs.

•         Positive results from quality assurance reviews, spot checks, and partner monitoring visits.

6. Supervision and Reporting Line

The Call Center Supervisor will report to the IFC management team within Shaqodoon Organization/Consortium and will supervise all Call Center Operators. The Supervisor will maintain close working relationships with WFP and DRC focal points responsible for Community Engagement, Accountability, M&E, Digital/IT, and Protection/PSEA.

7. Code of Conduct and Safeguarding

The Call Center Supervisor is required to sign and comply with Shaqodoon's Code of Conduct, Confidentiality Agreement, and PSEA Policy prior to commencement of duty, and to ensure the same compliance across the Call Center team. Any breach of confidentiality, safeguarding standards, or misconduct will result in disciplinary action, up to and including termination of contract.

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 12-Nov-2026. Please indicate 'Call Center Supervisor' in the subject line.

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