Auxiliar de Apoyo Operativo (Coordinación de mecanismo de Retroalimentación de la Comunidad CFM)

DEADLINE FOR APPLICATIONS

28 July 2026-23:59-GMT-06:00 Central Standard Time (El Salvador)

WFP celebrates and embraces diversity. It is committed to the principle of equal employment opportunity for all its employees and encourages qualified candidates to apply irrespective of race, colour, national origin, ethnic or social background, genetic information, gender, gender identity and/or expression, sexual orientation, religion or belief, HIV status or disability.

ABOUT WFP
The World Food Programme is the world’s largest humanitarian organization saving lives in emergencies and using food assistance to build a pathway to peace, stability and prosperity, for people recovering from conflict, disasters and the impact of climate change.

At WFP, people are at the heart of everything we do and the vision of the future WFP workforce is one of diverse, committed, skilled, and high performing teams, selected on merit, operating in a healthy and inclusive work environment, living WFP's values (Integrity, Collaboration, Commitment, Humanity, and Inclusion) and working with partners to save and change the lives of those WFP serves.
To learn more about WFP, visit our website: https://www.wfp.org and follow us on social media to keep up with our latest news: YouTube, LinkedIn, Instagram, Facebook, Twitter, TikTok.

WHY JOIN WFP?

• WFP is a 2020 Nobel Peace Prize Laureate.
• WFP offers a highly inclusive, diverse, and multicultural working environment.
• WFP invests in the personal & professional development of its employees through a range of training, accreditation, coaching, mentorship, and other programs as well as through internal mobility opportunities.
• A career path in WFP provides an exciting opportunity to work across the various country, regional and global offices around the world, and with passionate colleagues who work tirelessly to ensure that effective humanitarian assistance reaches millions of people across the globe.
• We offer an attractive compensation package (please refer to the Terms and Conditions section of this vacancy announcement).

FINALIDAD DEL PUESTO:

Garantizar el funcionamiento del mecanismo de quejas y retroalimentación, llevando a cabo actividades que garanticen que el servicio se encuentra disponible para las poblaciones asistidas, conforme a los estándares, políticas y marcos corporativos aplicables.

Responsabilidades principales:

• Planificar y asegurar la oportuna implementación de las acciones de difusión y operación de CFM, de forma articulada con la operación de las actividades CSP que tengan alcance de beneficiarios directos (T1).
• Recopilar información sistemáticamente y procesarla para generar informes, visualizaciones, documentos y correspondencia, relativa a la operación y alcance del CFM.
• Vigilar y dar fiel cumplimiento a los estándares corporativos y la política de protección de datos a través de todas las actividades y operación del CFM.
• Responder a consultas y proporcionar proactivamente información sobre la operación del CFM para la toma de decisiones de la dirección de país y las jefaturas de unidad vinculadas a actividades de asistencia a población meta.
• Formar, entrenar y supervisar a las personas que colaboren con la atención a población meta a través de todos los canales de comunicación del CFM (operadores).
• Cuando sea necesario, brindar atención a población meta a través de todos los canales de comunicación del CFM.
• Gestionar la base de datos de CFM, para registrar y dar oportuna respuesta a todas las consultas, quejas o denuncias recibidas de la población beneficiaria.
• Conducir encuestas de satisfacción del proceso de gestión y resolución de los casos dirigidos a las poblaciones asistidas que hayan utilizado el CFM.
• Mantener las relaciones con una amplia gama de actores internos y externos a PMA (por ejemplo, socios implementadores, líderes comunitarios, activity managers) para la coordinación de acciones de difusión y operación del CFM.
• Procesar y gestionar tareas administrativas y financieras en diversas esferas funcionales, para contribuir a la gestión eficaz y oportuna de los recursos asignados al CFM.

Educación y experiencia

Educación

• Título de educación secundaria (Bachillerato finalizado) es requerido.
• Título universitario en Administración de empresas o equivalente en otro campo relacionado con la gestión y administración de oficinas es deseable.

Experiencia

• Cuatro años como mínimo de experiencia en funciones de apoyo administrativo, operativo o programático. (2 años de experiencia si tiene Título Universitario finalizado)
• Experiencia deseable en gestión y seguimiento de bases de datos.
• Experiencia requerida en elaboración de informes, análisis de información y manejo de indicadores.
• Experiencia deseable coordinando con múltiples actores internos y externos.
• Experiencia en organizaciones humanitarias, ONG, Naciones Unidas o programas sociales es deseable.
• Experiencia deseable supervisando personal, voluntarios o equipos de atención al público.
• Experiencia deseable en recolección y análisis de datos para monitoreo y evaluación.
• Experiencia deseable trabajando con poblaciones vulnerables o comunidades.

Conocimientos requeridos:

• Conocimiento de los paquetes de programas informáticos estándar para oficina, como Microsoft Word y Excel.
• Conocimientos deseables mecanismos de retroalimentación y quejas (CFM, CRM, Help Desk, Call Center o similares).

Idiomas:

• Español fluido
• Ingles básico deseable

*Esta posición está dirigida a candidatos/as con nacionalidad salvadoreña o a candidatos/as que posean la documentación migratoria y autorización de trabajo vigente que les permita laborar legalmente en El Salvador.

PMA promueve la diversidad, la equidad y la inclusión, y alienta a todas las personas calificadas a postularse, independientemente de su género, origen, discapacidad u otras características personales.

WFP LEADERSHIP FRAMEWORK

WFP Leadership Framework guides to the common standards of behavior that guide HOW we work together to accomplish our mission.

Click here to access WFP Leadership Framework

REASONABLE ACCOMMODATION

WFP is committed to supporting individuals with disabilities by providing reasonable accommodations throughout the recruitment process. If you require a reasonable accommodation, please contact: global.inclusion@wfp.org

NO FEE DISCLAIMER

The United Nations does not charge any application, processing, training, interviewing, testing or other fee in connection with the application or recruitment process. Should you receive a solicitation for the payment of a fee, please disregard it. Furthermore, please note that emblems, logos, names and addresses are easily copied and reproduced. Therefore, you are advised to apply particular care when submitting personal information on the web.

REMINDERS BEFORE YOU SUBMIT YOUR APPLICATION

• All applications must be submitted exclusively through our online recruiting system. We do not consider CVs or applications sent by email, LinkedIn, or any other channel.
• We strongly recommend that your Workday profile is accurate and complete, and that all sections are filled in, including your employment history, academic qualifications, language skills, and UN grade (if applicable). Once your profile is completed, please apply, and submit your application.
• If you experience technical issues while submitting your application, you may contact us at global.hrerecruitment@wfp.org. Please note that this email is only for technical issues with an application - unsolicited applications or documents sent to this inbox will not receive a reply.
• At the application stage, the only required documents are your CV and Cover Letter. Additional documents (passport, certificates, recommendation letters, etc.) may be requested later in the process.
• Only shortlisted candidates will be contacted and invited to proceed to the next stage of the recruitment process.

All employment decisions are made on the basis of organizational needs, job requirements, merit, and individual qualifications. WFP is committed to providing an inclusive work environment free of sexual exploitation and abuse, all forms of discrimination, any kind of harassment, sexual harassment, and abuse of authority. Therefore, all selected candidates will undergo rigorous reference and background checks.

No appointment under any kind of contract will be offered to members of the UN Advisory Committee on Administrative and Budgetary Questions (ACABQ), International Civil Service Commission (ICSC), FAO Finance Committee, WFP External Auditor, WFP Audit Committee, Joint Inspection Unit (JIU) and other similar bodies within the United Nations system with oversight responsibilities over WFP, both during their service and within three years of ceasing that service.