Job Title: Call Center Supervisors
Organisation: Uganda Child
Rights NGO Network
Rights NGO Network
Duty Station: Kampala,
Uganda
Uganda
Reports To:
Call
Centre Manager
Call
Centre Manager
Job Summary: The Team
Leading Counselor/ supervisor supports the Call Centre Manager in
mentoring Counselors on the floor, report production, data analysis, regular
appraisal of counselors’ performance through quality assessment/coaching and
case follow-up.
Leading Counselor/ supervisor supports the Call Centre Manager in
mentoring Counselors on the floor, report production, data analysis, regular
appraisal of counselors’ performance through quality assessment/coaching and
case follow-up.
Key Duties and Responsibilities:
- Ensure all critical cases are followed up
within 48hrs and written updates provided promptly - Prepare and manage case summaries for
further follow up of pending cases - Keep record of all closed cases with
detailed history of the same - Specifically the call center manager will
execute the following duties - Prepare weekly, monthly and other periodic
helpline statistics with in depth analysis - Produce initial monthly, quarterly and
other periodic reports for the call centre manager - Ensure cases reported through online chat,
texts, emails and social media like Facebook and “speak-out boxes” are
resolved - Produce initial drafts of the work
schedule and monitoring the attendance sheet on a daily basis while noting
errant counselors for disciplinary action - Ensure that all equipment is working
(before shift starts) – computers, headphones, eyebeam, portal etc. - Clean-up cases in the CRM and ensure call
documentation is correctly done - Support in the continuous quality
assessment and coaching of the counselors through sampling calls for each
counselor to listen and check case documentation while recommending areas
of improvement - Prepare and submit periodic coaching
reports to the call center manager for each key performance area assessed
for each counselor - Assist in planning for training, based on
the needs identified during the coaching and assessment - Be responsible for team members in the
shift (whether day or night according to the prepared work schedule) - Support in case follow-up which includes
accompanying the children officers for social enquiries and rescue
missions and offer one-on-one counseling services as need arises.
Qualifications, Skills and
Experience:
Experience:
- The applicant should hold a Degree in
either Guidance and Community Counseling, Psychology, Education,
Sociology, Social Work and Social Administration, Adult and Community
Education or Community Based Rehabilitation. - Must have worked consistently as a
professional counsellor for at least three years. - Knowledge and interest in Child Protection
issues - Good knowledge of basic computer
applications - Good report writing skills
- Excellent communication skills
- Knowledge and involvement in client
support through the telephone is an added advantage - Good command of English and any of the
local language - A strong and innovative team player.
- Good time management and ability to work
under pressure - Demonstrated maturity (i.e. good
interpersonal skills, reliable and resolves conflicts amicably) - Intrinsic motivation and ability to work
with minimal supervision - Good leadership skills
How to Apply:
All candidates should send a detailed CV and cover letter to the
following email addresses i.e [email protected] . You
must state on the subject like clearly REF: APPLICATION FOR POST OF (YOUR
PREFERRED VACANCY)
following email addresses i.e [email protected] . You
must state on the subject like clearly REF: APPLICATION FOR POST OF (YOUR
PREFERRED VACANCY)
Addressed to;
The Team Leader
UGANDA CHILD HELPLINE
P.O.BOX 10293 Kampala, Uganda
Deadline: 26th August, 2013
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