Marie
Stopes Kenya is an NGO registered in Kenya. We are affiliated to Marie Stopes
International. Together we deliver high quality sexual and reproductive
health care and family planning to millions of the world's poorest and most
vulnerable women.
Job
Title: Call
Centre Coordinator
Location: Nairobi
Reporting
to: Marketing
Manager
Probationary
Period: 3
Months
Job
Framework: This
post reports to the Marketing Manager.
The
purpose of the post is to provide overall coordination of the interface between
Marie Stopes Kenya and her clients and stakeholders through various
communication channels for information dissemination, providing professional
counselling services, feedback and directing business through client bookings
across all channels.
The
strategic purpose of the Department is: Strategic
exploitation of commercial and marketing opportunities benefitting the
fulfillment of MSK's mission
The
primary responsibility of this role is to further our Goal: THE PREVENTION OF
UNWANTED BIRTHS and its mission of ensuring the individuals right to: CHILDREN
BY CHOICE NOT CHANCE
The post holder commits to and is held accountable to Marie Stopes global values: mission driven, customer focused, results orientated, pioneering, sustainable and people centered
The post holder commits to and is held accountable to Marie Stopes global values: mission driven, customer focused, results orientated, pioneering, sustainable and people centered
Key Responsibilities
This post has the following key responsibilities with related deliverables:
1.
Manage team and run the MSK Call Centre
2.
Establish monthly protocols and guidelines that will guide
client engagement and management of the Call Centre
3.
Provision of counselling, support and information to MSK Clients
and employees
4.
Work closely with M&E and IT departments to ensure all data
is captured
5.
Provide overall planning and coordination of services and
activities undertaken at the call centre ensuring proper coverage.
Key Measures
1.
Monthly team performance reports
2.
Existing call centre protocols and guidelines as well as monthly
QTA reports
3.
Monthly supervisory reports showing number of clients and staff
counselled.
4.
Detailed data capture in the system to ensure effective
reporting
5.
Monthly call centre activity and output reports by team members
Key Responsibilities and Measures
Manage team and run MSK Call Centre
Activities
include:
- Determines
call centre operational strategies by conducting needs assessments,
performance reviews, capacity planning, and cost/benefit analyses
- Identifying
and evaluating state of the art technologies, defining user requirements,
productivity, quality and customer service standards
- Maintains
and improves call centre operations
- Asses
training needs and develop a training programme for the call centre teams
- Working
with IT on equipment maintenance, calling for repairs
- Maintain
professional and technical knowledge on call centres
Measures
- Monitor
system performance monthly and issue report
- Number
of complete action plans
- Quarterly
report on emerging trends in call centre operations that could be used to
improve the MSK Call Centre
- Training
provided on a quarterly basis to the Call Centre team
Establish protocols and guidelines that will guide client
engagement and management of the Call Centre
Activities include:
- Development
and operationalization of a call centre Standard Operating Procedures
(SOPs) Manual or various processes at the Call Centre.
- Quality
assurance and management protocols
- Making
available and standardising various information tools amd materials for
reference by the Call Centre team
Measures
- Existing
and followed SOPs for all processes within the Call Centre.
- Monthly
QTA self-assessment reports
- Availability
of standard reference tools and materials for the Call Centre.
Provision of counselling, support and information to MSK Clients
and employees
Activities
include:
- Counselling
and providing relevant information to clients and who access MSK through
our 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
- Support
given to the call centre agents when handling calls from clients
- Providing
counselling services (individual and group) for Marie Stopes Employees who
work in service delivery as well as genera counselling to employees
Measures
- Number
of clients counselled every month by the team
- Monthly
client feedback and experience reports
- Weekly
debrief session reports
- Number
of monthly individual and group (supervisory) counselling sessions
undertaken
Working with M&E and IT on Data Capture
Activities
Include:
- Enter
new customer information into the system and maintain the Call Centre
database
- Use
of data capture and ensure all reports required are generated
Measures
- Detailed
client information in the system.
- Monthly
reports on all system operations
Provide overall planning and coordination of services and
activities undertaken at the call centre ensuring proper coverage
Activities
Include:
- Coordinating
client satisfaction surveys across all our channels in conjunction with
the M&E team and research for required information using available
resources
- Coordination
of general follow up for all clients reaching our service delivery
channels with specific emphasis on Family Planning, PAFP, and Cervical
cancer screening and testing.
- Establishing,
facilitating and coordinating 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 MSK channels i.e. facebook, twitter, website, youtube
and info@mariestopes.or.ke
Measures
- Monthly
client satisfaction survey reports
- Monthly
client follow up reports
- Operational
client and staff database with monthly engagement/campaign reports
- Monthly
detailed reports on engagements and campaigns undertaken and impact
generated
Skills and Experience
Qualifications:
Qualifications:
- 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.
Experience:
- Knowledge
of customer service principles and practices
- Fluent
communication in both English and Kiswahili
- At
least one year working experience in an SRH organisation.
- Customer
service experience.
- Knowledge
of administration and clerical processes.
- Good
knowledge of MSK services and services delivery channels
- Ability
to work long hours and in a shift system
- Prior
experience in a call centre environment ( an added advantage )
Skills:
- Verbal
and written communication skills
- Effective
listening Skills
- Attention
to detail
- Initiative
- Non-judgemental
- Adaptability
- Excellent
computer skills
- Team
work
- Stress
tolerance
- Resilience
- Positive
attitude
- Respect
for others
Attitude / Motivation:
Successful performance at MSI is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others.
Successful performance at MSI is not simply defined in terms of ‘what’ people achieve, but equally is about ‘how’ people go about their jobs and the impact that they have on others.
There
are 13 key behaviours that MSI encourages in all employees and they are defined
below:
Initiative
Initiative
- Thinking
ahead and taking action to make the most of opportunities by finding the
optimum solution
Innovative
- Thinking
creatively and outside of the box so that ideas generated create a
positive outcome
Effective Communication
- Communicating
through active listening and good questioning techniques, using
appropriate body language, ensuring information is clear and concise.
Responsive
- Being
responsive to changing priorities and demands
Working Efficiently
- Planning,
prioritising and organising work to ensure work is accurate and deadlines
are met
Sharing Information
- Sharing
information and knowledge whilst maintaining confidentiality
Focus on Learning
- Taking
responsibility for keeping knowledge and skills updated and for seeking
opportunities to develop further
Commitment
- Awareness
and understanding of goals, vision and values and how your role impacts on
this and going the extra mile to meet role requirements
Driven
- Drive
and determination to deliver results
Accountable
- Taking
responsibility for appropriate decisions that you make, and the actions
and behaviour you demonstrate
Embracing Change
- Openness
to embracing change within the organisation and being able to adjust
plans/activities accordingly
Motivated
- Motivation
towards achieving quality results to maximise potential
Team Player
- Working
as part of a team by being supportive, flexible and showing respect for
each other
How to Apply
Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to recruitment@sheerlogic.co.ke on or before 11th May 2016.
Applications quoting the position title with detailed CV, with contact details of 3 referees including their email addresses (1 of which should be your immediate supervisor, 1 former supervisor and 1 any other but not a relative) should be submitted to recruitment@sheerlogic.co.ke on or before 11th May 2016.
Only shortlisted candidates will be contacted
NB: Please clearly indicate in the subject line as “Call Centre Coordinator”
