Call Centre Operator (Monitoring & Data Collection)

Overview of position

Under the direct supervision of the Call Centre Supervisor / Project Manager, and in coordination with WFP Monitoring and VAM teams, Call Centre Operators will undertake the following duties and responsibilities as listed in this TOR.

Role objectives

• Accurately record responses in real time using WFP-approved digital data collection platforms (e.g. MoDA, KOBO, ODK), ensuring completeness and consistency of data.
• Apply appropriate probing techniques and clarification methods while maintaining neutrality and avoiding bias.
• Identify and flag anomalies, inconsistencies, or potential risks (e.g., assistance issues, protection concerns, fraud/diversion signals) during interviews and report them through established escalation channels.
• Ensure correct classification of call outcomes (e.g. completed, refusal, no answer, callback) and maintain accurate disposition codes.
• Administer structured questionnaires through phone-based interviews (CATI), SMS, or hybrid modalities, ensuring alignment with WFP standardised survey tools and methodologies (applicable across RPM, TPM, and WFP field monitoring systems).
• Prior to survey implementation, review questionnaires, call scripts, training materials, and relevant programme documentation to ensure full understanding of objectives and context.
• Ensure efficient use of resources (call time, systems, devices) and adherence to operational plans.
• Demonstrate professional conduct at all times, treating respondents with respect, dignity, and cultural sensitivity.
• Maintain daily tracking of performance indicators, including number of calls completed, response rates, and adherence to quotas.
• Undertake any other related tasks as required for monitoring, data collection, or survey implementation.

Conduct remote data collection activities in alignment with WFP monitoring requirements. This includes, but is not limited to:

• Post Distribution Monitoring (PDM)
• Distribution Monitoring (DM)
• Market Monitoring / Price Surveys
• Outcome monitoring (food security, satisfaction, protection)
• Beneficiary feedback and accountability surveys
• Qualitative data collection (where applicable)

Ensure strict adherence to WFP-approved call scripts, including:

• Privacy notice and informed consent procedures
• Ethical engagement with respondents
• Proper handling of sensitive questions (e.g., protection, complaints)

Participate in quality assurance processes, including:

• Call monitoring and review sessions
• Verification of data against call recordings (where applicable)
• Implementation of feedback and corrective actions

Contribute to regular reporting by documenting:

• Operational challenges (e.g., low response rates, language barriers)
• Recommendations to improve data collection processes

Ensure full compliance with WFP data protection and confidentiality requirements, including:

• Secure handling of personal data
• Non-retention of data outside authorised systems
• Adherence to data access protocols and timelines

Support multi-modal monitoring integration by ensuring compatibility of collected data with:

• Remote monitoring systems (RPM)
• Third-party monitoring (TPM)
• WFP field monitoring datasets

Project reporting

This role reports to the line manager.

Key competencies

• Bachelor’s degree in statistics, economics, social sciences, development studies, public health, or a related field.
• Minimum 3–5 years of experience in data collection, call centre operations, or monitoring activities in humanitarian or development contexts.
• Experience supporting remote data collection (phone-based surveys) and/or digital data collection for field monitoring.
• Familiarity with multi-modal monitoring approaches (RPM, TPM, and field monitoring) is highly desirable.
• Strong communication and interviewing skills, with the ability to engage respondents effectively over the phone.
• Good understanding of monitoring and evaluation principles, including quantitative and qualitative data collection.
• Familiarity with WFP monitoring tools and standardised questionnaires is an asset.
• Strong attention to detail and ability to ensure data accuracy and quality.
• Experience in using digital data collection platforms (e.g. MoDA, KOBO, ODK, SurveyCTO).
• Ability to follow structured scripts while adapting to respondent needs and context.
• Awareness of protection, gender, and accountability to affected populations (AAP) principles.
• Understanding data protection and confidentiality standards in humanitarian contexts.
• Ability to identify and escalate risks or sensitive issues appropriately.
• Strong organizational skills and ability to meet daily targets and deadlines.
• Proficiency in relevant local languages and good command of English (written and spoken).
• Experience in call centre environments supporting humanitarian or food security data collection.
• Familiarity with call monitoring systems, dashboards, and performance tracking tools.
• Experience contributing to data quality assurance processes (call recordings, validation checks).
• Ability to operate in complex and high-risk environments with sensitivity to context.

Team management

This role has no team management responsibility.

Further information

Qualified female candidates are encouraged to apply for this role.