Call
Centre Coordinator
Location: Nairobi
Industry: Health
Our Client, an international NGO whose core business is reproductive health and family planning to millions of the world’s poorest and vulnerable women is seeking to recruit a Call Centre Coordinator.
Location: Nairobi
Industry: Health
Our Client, an international NGO whose core business is reproductive health and family planning to millions of the world’s poorest and vulnerable women is seeking to recruit a Call Centre Coordinator.
Duties
and Responsibilities
- Determine
call centre operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analysis.
- Identify
and evaluate state of the art technologies, defining user requirements,
productivity, quality and customer service standards
- Maintain
and improve call centre operations
- Asses
training needs and develop a training programme for the call centre teams
- Maintain
professional and technical knowledge on call centres.
- Develop
and operationalize a call centre Standard Operating Procedures (SOPs)
Manual or various processes at the Call Centre.
- Make
available and standardize various information tools and materials for
reference by the Call Centre team.
- Counsel
and provide relevant information to clients and access the organization
through the call centre on reproductive health and related issues.
- Monitor
inbound and outbound calls to all clients made by the call centre agents
and make necessary recommendation.
- Provide
counselling services (individual and group) for fellow employees who work
in service delivery as well as general counselling to employees
- Enter
new customer information into the system and maintain the Call Centre
database
- Use
of data capture and ensure all reports required are generated
- Coordinate
client satisfaction surveys across all channels in conjunction with the
M&E team and research for required information using available
resources
- Coordinate
general follow up for all clients reaching the service delivery channels
with specific emphasis on Family Planning, PAFP, and Cervical cancer
screening and testing.
- Establish,
facilitate and coordinate use of client, staff and strategic partners
databases to be used for strategic engagement e.g. through bulk sms
- Plan
promotions, campaigns and client engagements on all electronic platforms
for all the organization channels i.e. Facebook, twitter, website and
YouTube.
Qualification
and Experience
- Bachelor’s
degree in Psychology, Social Sciences or Business Management
- Minimum
of one year working experience in a call centre set up.
- Ability
to manage and develop team members
- Courses
in communication and client management and nursing background will be an
added advantage.
- Knowledge
of customer service principles and practices
- Fluent
communication in both English and Kiswahili
- At
least one year working experience in an SRH organization.
- Customer
service experience.
- Knowledge
of administration and clerical processes.
To
apply, send your CV and cover letter only to cvs@flexi-personnel.com or before
close of business 20th May, 2016.
Clearly
indicate the position applied for and salary expectation on the subject line
NB: Flexi Personnel does not charge candidates for job placement.