TERMS OF REFERENCE (ToR) CFM, Call Centre & Technology Lead

About the role

Shaqodoon is recruiting a CFM, Call Centre & Technology Lead to be based in Hargeisa, with travel to Mogadishu and other operational locations as needed. The postholder runs the technology behind Shaqodoon's community feedback mechanisms and call centre services, and leads the organisation's technology contribution to the Somalia/Land Common Feedback Mechanism through the Inter-Agency Feedback Centre. The role sits in the Technology and Innovation Unit, reports to the Technology and Innovation Unit Lead or a designated supervisor, and supervises Call Centre Operators and assigned technical personnel. It is a full-time position.

What you will do

• Coordinate the day-to-day running of the community feedback mechanisms and Shaqodoon's part in the Inter-Agency Feedback Centre, keeping intake, registration, referral, escalation and loop closure procedures in place.
• Ensure cases are recorded in the relevant case management systems, including SugarCRM for Inter-Agency Feedback Centre cases, and follow referrals until the loop is closed with the caller.
• Prepare regular reports on feedback trends, complaint categories, response rates, resolution rates and outstanding cases, and share recurring concerns with management, programme teams and partners.
• Supervise, coach and support Call Centre Operators, including joint supervision of Inter-Agency Feedback Centre agents with WFP, and draw up staff schedules and shift rosters.
• Monitor call quality and key indicators such as answer rates, handling times, resolution rates and community satisfaction, and act as escalation point for sensitive or high-risk cases through the agreed safeguarding and inter-agency pathways.
• Run and maintain the telephony platform, including the unified IVR, call routing, queues, load balancing, call recording and callbacks, and manage toll-free short codes and telecom operator relationships.
• Oversee Namaqal AI processing of Somali voice messages, monitor failed files and transcript quality, and ensure staff review every transcript before action.
• Coordinate ICT infrastructure such as computers, servers, networks and connectivity at the call centre hubs, and support user accounts, software licences and technology assets.
• Ensure data protection, confidentiality, consent, data minimisation and role-based access, and coordinate backups, system updates and security patches.
• Coordinate Shaqodoon's wider technology work with the Technology and Innovation Unit, gathering requirements from programme teams and partners and supporting project delivery.

What you need

• A qualified and experienced candidate for a lead role covering community feedback mechanisms, call centre operations and technology.
• Ability to coordinate telephony, IVR, short code and multi-channel services, case handling, AI transcription, data and infrastructure.
• Experience of supervising and coaching call centre personnel and managing schedules and shift rosters.
• Ability to monitor call quality and key indicators and to prepare performance and feedback reports.
• Capacity to handle sensitive or high-risk cases through safeguarding channels using a survivor-centred approach in line with the IASC Minimum Operating Standards on PSEA.
• Ability to work with case management and referral systems and with telecom operators, internet service providers and software vendors.
• Understanding of data protection, confidentiality and information security in handling community feedback.

How to apply

Submit an application for the position before the closing date of 30 November 2026, referring to the title CFM, Call Centre & Technology Lead. The notice does not set out further application steps in its text.