Job Title: Call Center Manager
Organisation: Uganda Child
Rights NGO Network
Rights NGO Network
Duty Station: Kampala,
Uganda
Uganda
Reports To:
The
Executive Director UCRNN
The
Executive Director UCRNN
Job Summary: The Call
Centre Manager will manage the day to day counseling, referral services and
strengthen partner relations for Child Helpline by leading the national
helpline team in providing quality psycho-social support to children, care
givers and other callers. The incumbent will be responsible for the management
of the helpline call centre, all cases reported to the centre, and will
work closely with the child coordinator as a government link to probation and
social welfare services and other government services and as well as other partners
to ensure effective child helpline support services.
Centre Manager will manage the day to day counseling, referral services and
strengthen partner relations for Child Helpline by leading the national
helpline team in providing quality psycho-social support to children, care
givers and other callers. The incumbent will be responsible for the management
of the helpline call centre, all cases reported to the centre, and will
work closely with the child coordinator as a government link to probation and
social welfare services and other government services and as well as other partners
to ensure effective child helpline support services.
Key Duties and Responsibilities:
·
Ensure quality services are offered to children
and other users of the helpline service
Ensure quality services are offered to children
and other users of the helpline service
·
Work closely with the Senior Probation and
Social Welfare Officer and the District Probation and Social Welfare Officers
to coordinate the day-to-day activities of the call centre.
Work closely with the Senior Probation and
Social Welfare Officer and the District Probation and Social Welfare Officers
to coordinate the day-to-day activities of the call centre.
·
Support, supervise and manage call center
staff ensuring periodic training, induction, professional supervision and
appraisals including identifying training needs and planning training sessions;
Support, supervise and manage call center
staff ensuring periodic training, induction, professional supervision and
appraisals including identifying training needs and planning training sessions;
·
Support the Senior Probation and Social Welfare
Officer to coordinate daily case management, and ensure appropriate referral of
cases to the network of partners is undertaken.
Support the Senior Probation and Social Welfare
Officer to coordinate daily case management, and ensure appropriate referral of
cases to the network of partners is undertaken.
·
Act as the liaison person for Child Helpline and
its referral partners as well participating in partnership and network
meetings, events, etc to enhance linkages and working relationships
Act as the liaison person for Child Helpline and
its referral partners as well participating in partnership and network
meetings, events, etc to enhance linkages and working relationships
·
Maintain an effective call centre data base and
continuously updated referral directory both at the national and district
Action centers for ease in case management.
Maintain an effective call centre data base and
continuously updated referral directory both at the national and district
Action centers for ease in case management.
·
Compile monthly/quarterly and other periodic
reports on program activities related to the call center in consultation with
the Senior Probation and Social Welfare Officer and provide data on request.
Compile monthly/quarterly and other periodic
reports on program activities related to the call center in consultation with
the Senior Probation and Social Welfare Officer and provide data on request.
·
Support work with the identification of new
opportunities for further growth of the helpline particularly where ICT
innovations are concerned.
Support work with the identification of new
opportunities for further growth of the helpline particularly where ICT
innovations are concerned.
·
Support the generation of child helpline data to
inform policy, program design advocacy campaigns.
Support the generation of child helpline data to
inform policy, program design advocacy campaigns.
·
Maintain professional and technical knowledge by
tracking emerging trends in call center operations management; establishing
personal networks and benchmarking state-of-the-art practice.
Maintain professional and technical knowledge by
tracking emerging trends in call center operations management; establishing
personal networks and benchmarking state-of-the-art practice.
·
As part of the program team, contribute to the
overall design, planning, implementation and monitoring of project activities
aimed to achieve organizational goals and objectives.
As part of the program team, contribute to the
overall design, planning, implementation and monitoring of project activities
aimed to achieve organizational goals and objectives.
·
Any other duties and tasks assigned by the
supervisor.
Any other duties and tasks assigned by the
supervisor.
Qualifications, Skills and
Experience:
Experience:
- The applicant should hold a degree in
either Counselling and Guidance, Community Psychology, Education, Social
Work and Social Administration, Sociology, community Based
Rehabilitation or Adult and Community Education. A Post-graduate Diploma
or Masters in any of the above disciplines. - People Management Skills
- Ability to build effective relations with
diverse people. - Excellent networking skills and ability to work
with a wide range of partners - Time management skills and ability to work under
pressure - Excellent report writing skills
- Knowledge and interest of development issues,
particularly in relation to children - Knowledge of local laws relating to children’s
rights and issue - Five or more years of relevant working
experience - Experience in counseling and case
management in the context of Child Protection - Experience in Project management
- Experience in partnerships building and
fundraising will be an added advantage - Behavioural competencies
- Good command of English Language
- Excellent organization skills, self-driven
and results oriented - Positive outlook and a clear focus
- A natural forward planner who critically
assesses own performance - A strong and innovative team player.
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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