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Job Description
Job Title: Call Centre Coordinator
Location: Nairobi
Reporting to: Marketing Manager
Probationary Period: 3 Months
Job Summary: 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
About Us: 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.
Key Responsibilities and Measures
This post has the following key responsibilities with related deliverables:
Manage team and run the MSK Call Centre
Establish monthly protocols and guidelines that will guide client engagement and management of the Call Centre
Provision of counselling, support and information to MSK Clients and employees
Work closely with M&E and IT departments to ensure all data is captured
Provide overall planning and coordination of services and activities undertaken at the call centre ensuring proper coverage.
Measures
Monthly team performance reports
Existing call centre protocols and guidelines as well as monthly QTA reports
Monthly supervisory reports showing number of clients and staff counselled.
Detailed data capture in the system to ensure effective reporting
Monthly call centre activity and output reports by team members
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 and 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 ExperienceQualifications:
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.
There are 13 key behaviours that MSI encourages in all employees and they are defined below: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
NB: Please clearly indicate in the subject line as “Call Centre Coordinator”
Marie Stopes Kenya is an equal opportunity Employer
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