The Ugandan Jobline

• Developing
  and implementing call center policies, procedures and service standards
• Steering the
  activities of the call center operators on day to day basis as well as
  ensuring the proper functioning of the call center
• Determining
  work procedures, prepares work schedules, and expedites workflow to meet
  demand
• Building capacity
  of all the call center operators
• Rigorously
  tracking call volume, reporting discrepancies and areas that need
  improvement
• Drafting
  monthly reports on the hotline performance
• Identifying
  process and procedural issues that are barriers to meeting demand and
  achieving a quality service
• Staying updated
  with the health care delivery policy framework, guidelines and standards
• Ensuring
  high level of confidentiality and ethical conduct as mandated by the
  organization
• Monitoring,
  diagnosing and projecting the demand/call trends in order to ensure the
  necessary planning and development of the function continues to meet the
  desired objectives
• Charged
  with the development, delivery and analysis of appropriate management
  information in order to inform decision making and planning to deliver
  optimum performance.
• Collecting
  the toll free line success stories and lessons learned
• Regularly
  consult with service users both internal and external in order to respond
  to service needs and ensure continuous improvements
• Promoting
  the demand management function to raise public awareness of appropriate means
  of contact to the Ministry
• Developing
  and maintaining links both locally and nationally to foster closer waiting
  relationships with Implementing Partners and Local Communities
• Providing
  professional/specialist advice and guidance to Clients
• Collecting
  data through soliciting client feedback and analyses this data that helps
  in making evidence-based decision for behavior change communication

• The Call Centre
  Manager should ideally possess an Honours Degree in Biostatistics, IT,
  ICT, Statistics or related discipline from a recognized University or
  Institution.
• Possess three
  or more years’ working experience in HMIS or related field at national,
  regional or district level.
• Excellent
  Problem Solving skills
• High Teamwork
  and Interpersonal skills
• Good
  customer care skills
• Be a good
  listener with good oral Communication skills
• Exhibit
  high work performance consistently at work and always on time
• Good
  working knowledge and exposure to Microsoft Word, Excel, Outlook and
  specialist software packages including call management systems                              

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