Call Centre Operator NGO Career Jobs – Baylor College of Medicine Children’s Foundation

Job Title:         Call Centre Operator
Organization: Baylor College
of Medicine Children’s Foundation
Duty Station: Kampala,
Reports to: Call Centre Team
About US:
Baylor College of Medicine Children’s Foundation -Uganda
(Baylor-Uganda) is an indigenous not-for-profit child health and development
organisation affiliated to the Baylor College of Medicine International
Paediatric AIDS Initiative (BIPAI), a Network of paediatric HIV/AIDS care and
treatment Children’s Clinical Centres of Excellence and international program
offices in 11 countries across Africa, Eastern Europe and North America.
Job Summary: The Call Centre
Operator will operate the switch board to enable health workers across Uganda
to access technical support on matters related to providing comprehensive
HIV/AIDS Care from the call centre technical team.
Key Duties and
  • The Call Centre Operator prepares and
    implements the approved ‘activity work plan for operator services
  • Formulate the procurement plan related
    risk matrix and budget
  • The jobholder will receive incoming
    telephone calls
  • Provide relevant information and channel
    the call to the relevant recipient
  • Carry out Quality Control (QC)
  • Make and register outbound calls
  • The incumbent will also document the
    number of referrals and linkages made per month then periodically track
    impact of these call Centre recommended health facility referrals/linkages
  • Periodically map the consistent knowledge
    gaps in a given facility
  • Maintain an updated data bank of all call
    information, review, and implement strategies for Promotion, publicity and
    exhibition inclusive of the events management and events publicity
  • Offer technical support during the
    dissemination of new national updates on Paediatric/Adolescent HIV/AIDS/TB
  • Actively participate in call Centre
    related customer satisfaction surveys.
Qualifications, Skills and
  • The ideal candidate for the Call Centre
    Operator job opportunity must hold a Bachelor’s Degree in Mass
    Communication/Public Relations or its equivalent.
  • Additional training in customer care &
    health care management will be an added advantage.
  • At least three years’ working experience
    in a dialer or customer communication role.
  • Good documentation skills
  • Analytical skills
  • Good team player
  • Good networking and partnership skills
  • Excellent oral and written communication
  • The applicant must be dynamic
  • Highly persuasive and convincing
  • Self-motivated and able to demonstrate
    high initiative.
How to Apply:
All suitably qualified and interested candidates should send their
applications to the address below including a detailed CV demonstrating
possession of the job requirements, current position, names and addresses of
three referees i.e. email and phone addresses, copies of professional/academic
documents, email address, and day time telephone contact. The applicant must
have at most a credit 6 in Math and English and an approved ‘Medical Check-up
report from a recommended health centre’ for successful candidates is a
requirement at entry.
Send applications via E-mail to:
The Human Resources Manager,
Baylor College of Medicine Children’s Foundation-Uganda,
Block 5 Mulago Hospital,
P.O. Box 72052, Clock Tower, Kampala. Uganda
Deadline: 21st April 2017
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