Call Center (Hotline) Manager Job at TAWIDO

Call Center (Hotline) Manager Job at TAWIDO… See details on how to apply for the opportunities available at TAWIDO.

Description:

RESPONSIBILITIES:

Project Planning;

• • Review the Call Centre project proposal, budget, targets, key performance indicators and ensure that the planning is realistic (Measurable, Reportable & Verifiable), both in terms of budget and implementation. Developed detailed work plans and budget in coordination with the respective partners as required.
  • Assist call center counselors and partners to develop their plans in line with the required project objectives and deliverables.
  • Review the project plan weekly, monthly and annually to ensure that they are realistic, both in terms of budget and overall project plan.

Project Implementation;

• • Work with the concerned staff and partners to ensure effective implementation of the project.
  • To identify and address/ give aid and follow ups and ensure GBV cases reported are solved and closed.
  • To identify measures and take quick response action whenever violence crisis reported at a hotspot.
  • To facilitate promotion and distribution of toll free number to targeted community clients.
  • Regularly review & track the project progress against milestones and take corrective action where required, raising issues with the concerned personnel as needed timely and professionally.
  • To compile data, prepare narrative reports on weekly, monthly, quarterly and annually basis as required.
  • Compile data and Prepare Power Point Presentation to be presented whether inside or outside the organization.

 

Staff Management

• • Guide and lead the hotline team to achieve specific goals, objectives, and Key Performance Indicators (KPI’s) of the project.
  • Supervise, coach, and provide mentorship to the counselors.
  • Assist in the recruitment of hotline counselors (as and when required) Manage the performance of the hotline counselors.
  • Develop plans for capacity-building of the project team to enable the team to be more self-standing in the future.
  • Support effective communications and joint working within the team and with other teams across the organization.

Knowledge and Experience:

• Bachelor degree in a relevant field (Psychology and counselling, Health, Community development, Sociology etc.).
• At least three (3) years’ experience in a position related to issues of Psychology and Counselling.
• Ability to work independently and lead diverse multi-disciplinary team, stakeholder management skills.
• Excellent planning, organizational and time management skills, able to work well under pressure both proactively and prioritize a challenging workload.
• Good communication skills: able to communicate complex concepts concisely to non-technical managers both in writing and verbally and to provide professional advice with confidence and tact. Motivating and developing teams, including performance management and appraisals.
• Collaborative approach to partnership working in a cross-cultural context; a team player, with strong problem-solving ability.

METHOD OF APPLICATION

All applications are to be lodged through email: [email protected]

All candidates are required to mention the ‘Position Title’ on the subject line of the e-mail.

All applicants MUST attach cover letter and their updated Curriculum Vitae as a single document with certified copies of academic certificates as supporting documents to their applications.