Call Centre Coordinator Job in Nairobi Kenya

Call

Centre Coordinator

Location: 

Nairobi

Industry: Health

Our Client, an international NGO whose core business is reproductive health and

family planning to millions of the world’s poorest and vulnerable women is

seeking to recruit a Call Centre Coordinator. 

The ideal candidate will be required to provide overall

coordination of the interface between the organization, her clients and

stakeholders through various communication channels for information

dissemination, provide professional counselling services, feedback and

directing business through client bookings across all channels.

Duties

and Responsibilities

• Determine
  
  call centre operational strategies by conducting needs assessments,
  
  performance reviews, capacity planning, and cost/benefit analysis.


• Identify
  
  and evaluate state of the art technologies, defining user requirements,
  
  productivity, quality and customer service standards


• Maintain
  
  and improve call centre operations


• Asses
  
  training needs and develop a training programme for the call centre teams


• Maintain
  
  professional and technical knowledge on call centres.


• Develop
  
  and operationalize a call centre Standard Operating Procedures (SOPs)
  
  Manual or various processes at the Call Centre.


• Make
  
  available and standardize various information tools and materials for
  
  reference by the Call Centre team.


• Counsel
  
  and provide relevant information to clients and access the organization
  
  through the 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.



• Provide
  
  counselling services (individual and group) for fellow employees who work
  
  in service delivery as well as general counselling to employees


• Enter
  
  new customer information into the system and maintain the Call Centre
  
  database


• Use
  
  of data capture and ensure all reports required are generated


• Coordinate
  
  client satisfaction surveys across all channels in conjunction with the
  
  M&E team and research for required information using available
  
  resources


• Coordinate
  
  general follow up for all clients reaching the service delivery channels
  
  with specific emphasis on Family Planning, PAFP, and Cervical cancer
  
  screening and testing.


• Establish,
  
  facilitate and coordinate 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 organization channels i.e. Facebook, twitter, website and
  
  YouTube.

Qualification and Experience

• 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.


• Knowledge
  
  of customer service principles and practices


• Fluent
  
  communication in both English and Kiswahili


• At
  
  least one year working experience in an SRH organization.


• Customer
  
  service experience.


• Knowledge
  
  of administration and clerical processes.

To apply, send your CV and cover letter only to cvs@flexi-personnel.com

or before close of business 6th May, 2016. 

Clearly

indicate the position applied for and salary expectation on the subject line

NB: Flexi Personnel does not charge candidates for job placement.