Banja La Mtsogolo,Contact Centre Manager Jobs Vacancy

BACKGROUND
Banja La Mtsogolo (BLM) is a Malawian Non-Governmental Healthcare Organization
established in 1987. BLM provides quality Family Planning and Reproductive
Healthcare including HIV/AIDS information and interventions. BLM is a senior
member of the Marie Stopes International which works in 37 countries. BLM
exists to improve quality life in Malawi through family planning and
reproductive hearth care services. BLM serves over 800,000 clients annually and
makes a significant contribution to national family planning objectives. The
organization has n

Applications
are invited from suitably qualified persons to fill the following vacant
position that has arisen at our Support Office in Lilongwe.

CONTACT
CENTRE MANAGER

Role and
Function
The purpose of the BLM Contact Centre is to serve as a central point of contact
for clients by providing information and increasing awareness of BLMs services.
The Contact Centre teams strive to develop and maintain quality relationships
in the community and work alongside other departments to derive actions that
better serve clients.

The
primary responsibility of this role is to manage the BLM Contact Centre in
support of BLM’s mission of Children by Choice Not Chance). The Contact Centre
Manager is responsible for managing the Contact Centre and providing overall
coordination of the interface between BLM, clients, and stakeholders through
various communication channels for information dissemination, providing
professional counselling services, feedback and directing business through
client bookings across all channels.

Key
Responsibilities

·
Manage
team and run the BLM Contact Centre

·
Determine
Contact Centre operational strategies and improve efficiency by
supervising Contact centre agents, monitoring call volumes, planning the
roster, liaising with other teams (Marketing, Medical, Operations) to ensure
the Contact centre is able to effectively address client needs.

·
Maintain
and improve Contact Centre operations by answering calls and supporting the
team

·
Assess
training needs and develop a training program for the Contact Centre teams

·
Work with
IT to identify and evaluate state of the art technologies, define user
requirements, productivity, quality and client service standards

·
Escalate
equipment maintenance and any technical issues to the IT team

·
Manage
scheduling and ensure the Contact Centre shifts are always defined

·
Work with
other departments and centres to understand their current demand and focus
areas so that the Contact Centre is prepared for campaigns, surge etc.

·
Establish
monthly protocols and guidelines that will guide client engagement and
management of the Contact Centre

·
Follow
and localise as needed the Contact Centre’s Standard Operating Procedural (SOPs) Manual and various
processes

·
Establish
quality assurance and management protocols

·
Manage
and review data for analytics

·
Must be
able to interpret numbers for insights & performance

·
Organise
and participate in the development of scripts and FAQs to support the agents
and ensure a high-quality service offered by the Contact Centre

·
Provision
of counseling, support and information to BLM Clients and employees

·
Answering
calls – provide counseling and relevant information to dents who call
the Contact Centre

·
Monitor
inbound and outbound interactions to all clients made by the Contact Centre
agents and make necessary recommendations; escalate to the relevant team when
necessary

·
Support
the Contact Centre agents when handing requests from clients make sure team
provides the right information

·
Contact
Centre agent performance management

·
Listen to
recordings and assess agent performance using a standardised feedback form

·
Give
performance feedback to the agents and derive actions to fill the potential
performance gaps

·
Work
closely with the Research, Monitoring & Evaluation and IT teams to manage
client data

·
Ensure
all Contact centre client data is captured, stored and used in a confidential
manner, with full client consent.

·
Enter new
client information into the system and maintain the Contact Centre database

·
Capture
data and ensure all required reports are generated

·
Make sure
Contact Centre platforms are maintained and operational

·
Provide
overall planning and coordination of services and activities undertaken at the
Contact Centre ensuring proper coverage

·
Ensure
inbound & outbound Client Satisfaction Surveys are done, meeting the number
of
required surveys

·
Coordinate
general follow-up for all clients reaching the service delivery channels.

·
Measure
success by managing Key Performance indicators (KPls), managing
scheduling and checking quality.

Experience
(Essential desirables)

·
At least
one year working experience in a Sexual and Reproductive Health
(SRH) organization

·
Customer
service experience

·
Prior
experience in managing a Contact Centre or Contact Centre team is required

·
Knowledge
of key performance indicators (KPls) – able to generate, interpret and
make decisions for actions

·
Familiarity
with Social Media

Qualification
& Trainings

·
Bachelor’s
degree in Psychology, Social Sciences, Business Management

·
Minimum
of 2-4 year working experience in a Contact centre set up

·
Ability
to manage and develop team members

·
Courses
in communication and client management (an added advantage)

·
Nursing
background (an added advantage)

·
Excellent
Verbal and written communication Skills

·
Fluent
communication (written and spoken) in English and local languages)

·
Excellent
analytical and IT skills (MS Office, focus on Excel)

·
Familiarity
and previous use of Social Media tools

·
Proven
knowledge of administration and comfortable with processes and planning

·
Ability
to work long hours and in a shift systems

·
Good
knowledge of Client service principles and practices

Personal
Attributes
Successful performance at BLM is not simply defined in terms of What” people
achieve but is equally about how people go about their jobs and the impact
that they have on others

We seek
people who are;

·
Customer-focused

·
Motivated

·
Organised

·
Passionate
about hetomg women

·
Work at
al levels to ensure overall teamsuccess

·
Embrace
change

·
Comfortable
witi technology

·
Able to
articulate what is needed

If you
are interested and you meet above requirements please send your curriculum
vitae and cover letter including names and details of three traceable
referees one of whom should be your current or former employer to:

Head of
Human Resources
Banja La Mtsogolo
P.O. Box 1854
Lilongwe

or
email:

Email: recruitment@banja.org.mw

to reach
him not later than 23rd September, 2017.
Please note that those who already applied do not need to re-apply

BLM is an
equal opportunities employer. No canvassing of any kind is allowed.