Call Centre Coordinator Job in Nairobi, Kenya

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. 

We

want to make sure that women have a choice when it comes to having children and

that death by unsafe abortion is reduced.

Job

Title: Call

Centre Coordinator

Reporting

to: Marketing

Manager

Probationary

Period: 3

Months

Job

Framework: This

post reports to the Marketing Manager. 

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

The

primary responsibility of this role is to further our Goal: THE PREVENTION OF

UNWANTED BIRTHS and its mission of ensuring the individuals right to: CHILDREN

BY CHOICE NOT CHANCE

The post holder commits to and is held accountable to Marie Stopes global

values: mission driven,    customer focused, results orientated,

pioneering, sustainable and people centered

Key Responsibilities

This post has the following key responsibilities with related

deliverables:   

1.   
Manage  team and run the MSK Call Centre

2.   
Establish monthly protocols and guidelines that will guide

client engagement and management of the Call Centre

3.   
Provision of counselling, support and information to MSK Clients

and employees

4.   
Work closely with M&E and IT departments to ensure all data

is captured

5.   
Provide overall planning and coordination of services and

activities undertaken at the call centre ensuring proper coverage.

1.   
Monthly team performance reports

2.   
Existing call centre protocols and guidelines as well as monthly

QTA reports

3.   
Monthly supervisory reports showing number of clients and staff

counselled.

4.   
Detailed data capture in the system to ensure effective

reporting

5.   
Monthly call centre activity and output reports by team members

Key Responsibilities and Measures

Manage team and run MSK Call Centre
 

• 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   

• 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

• 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 amd materials for
  
  reference by the Call Centre team

• 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
 

• 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

• 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
 

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


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

• 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
 

• 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    

• 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 Experience

Qualifications:

• 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 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 )

• 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

• Thinking
  
  creatively and outside of the box so that ideas generated create a
  
  positive outcome

• Communicating
  
  through active listening and good questioning techniques, using
  
  appropriate body language, ensuring information is clear and concise.

• Being
  
  responsive to changing priorities and demands

• Planning,
  
  prioritising and organising work to ensure work is accurate and deadlines
  
  are met

• Sharing
  
  information and knowledge whilst maintaining confidentiality

• Taking
  
  responsibility for keeping knowledge and skills updated and for seeking
  
  opportunities to develop further

• Awareness
  
  and understanding of goals, vision and values and how your role impacts on
  
  this and going the extra mile to meet role requirements

• Drive
  
  and determination to deliver results

• Taking
  
  responsibility for appropriate decisions that you make, and the actions
  
  and behaviour you demonstrate

• Openness
  
  to embracing change within the organisation and being able to adjust
  
  plans/activities accordingly

• Motivation
  
  towards achieving quality results to maximise potential

• Working
  
  as part of a team by being supportive, flexible and showing respect for
  
  each other

How to Apply 
Applications quoting the position title with detailed CV, with contact details

of 3 referees including their email addresses (1 of which should be your immediate

supervisor, 1 former supervisor and 1 any other but not a relative) should be

submitted to recruitment@sheerlogic.co.ke  on or before 11th May

2016. 

Only shortlisted candidates will be contacted

NB: Please clearly indicate in the subject line as “Call Centre Coordinator”