Business Support Assistant -Hotline -SSA

Job Description

ORGANIZATIONAL CONTEXTThese jobs are found in Country Offices (COs), Regional Bureaux (RBs), and Headquarters (HQ). Job holders typically provide administrative support to team(s) and/or support a specific business stream, and report to the relevant Associate. At this level, work is carried out under close supervision or immediately available assistance. Job holders are expected to produce organised and accurate work.JOB PURPOSETo support the Egypt Country Office, more specifically the School Meals/CBT Beneficiary Feedback and Complaints system with the aim to enhance accountability and interaction with beneficiaries.KEY ACCOUNTABILITIES (not all-inclusive)1.Respond to routine queries received and escalate where appropriate to relevant units, to provide a timely and accurate service to clients including beneficiaries, retailers and teachers, through answering calls, responding to requests or resolving complaints following the developed guidelines.2.Follow-up on escalated problems with relevant colleagues, units, and call beneficiaries back with the recommended solutions.3.Research required information for beneficiaries using available online and offline resources as necessary.4.Provide a set of standard business support activities, where required, to contribute to the effective functioning of business operations, including but not limited to supporting events, etc., to support staff to work effectively.5.Support the maintenance of office files, documents, and records in accordance with established systems and processes so that information is current and readily available for staff.6.Undertake standard data entry tasks in accordance with defined systems, to ensure information is organized and readily available for the business team.4Ps CORE ORGANISATIONAL CAPABILITIESPurpose

• Understand and communicate the Strategic Objectives: Builds an understanding of WFP?s Strategic Objectives.
• ?Be a force for positive change: Approaches individual tasks and responsibilities with a positive attitude and demeanor.
• ?Make the mission inspiring to our team: Understands the impact of WFP activities in beneficiary communities.
• ?Make our mission visible in everyday actions: Connects individual tasks and responsibilities to unit?s goals and mission.

• Look for ways to strengthen peoples skills: Seeks opportunities to build and enhance individual skills.
• ?Create an inclusive culture: Demonstrates respect and understanding for diversity and cultural differences.
• ?Be a coach & provide constructive feedback: Identifies and approaches colleagues or supervisors to serve as coaches.
• ?Create an ?I will?/?We will? spirit: Sets clear goals and measurable targets for own tasks and responsibilities.

• Encourage innovation & creative solutions: Assesses own tasks and responsibilities to find ways to be more efficient.
• ?Focus on getting results: Maintains accurate records of completion times and tasks in own areas of responsibility.
• ?Make commitments and make good on commitments: Understands responsibilities and the metrics associated with own tasks.
• ?Be Decisive: Notifies supervisors of dangerous situations or potential issues that may arise while in the field or office.

• Connect and share across WFP units: Understands WFP?s organizational structure, including the purpose and mission of each unit.
• ?Build strong external partnerships: Supports team in working with colleagues and WFP?s partners in the field toward common goals.
• ?Be politically agile & adaptable:?Maintains a professional and courteous relationship with other WFP employees and partners in the field.
• ?Be clear about the value WFP brings to partnerships: Understands own team?s contributions in its partnerships with internal and external stakeholders.

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