Call Centre Coordinator at Marie Stopes

Reporting to: Demand Creation Manager

Overall Responsibility

Working with and reporting to the MSION Demand Creation Manager, the Call Centre Coordinator will have overall responsibility for overseeing and managing the MSION call centre.

Specific Responsibilities

Team Leadership

• Manage the team of call centre agents by supervising and coordinate activities of the call centre attendants providing telephone customer support services
• Motivate, encourage and coach team members as well as provide positive communication/feedback to improve their performance
• Manage performance of individual team members and attend formal meetings when required
• Co-ordinate internal training /focus groups for staff members and team briefings where appropriate
• Organise regular information updates of the function and performance of the call centre
• Monitor service calls to observe call agent demeanor, technical accuracy and conformity to MSION policies
• Answer questions and recommends corrective services to address clients’ complaints

Team Planning

§ Develop and implement a weekly duty roaster for the call agents
§ Monitor call quality to improve standards of service in the form of monitoring and providing feedback to team members
§ Be available to answer questions; take calls that agents can't handle and support when an agent needs assistance
§ Organise and present monthly feedback appraisals to all team members highlighting strengths, weaknesses and all elements of call control
§ Interrogate statistical data for team members on a weekly, monthly, annual basis and provide action plans to team members

Administration/Support

§ Manage initial complaints and queries and escalate where necessary
§ Compile monthly call centre progress report to immediate supervisor and other concerned within MSION

Person Specification

Qualification

§ First or second degree in Management, Social Work, Sociology and related fields with at least five years of experiences in related field.

Experience

§ Experience of working in a service/healthcare environment with a high level of telephone contact with the public.
§ Substantial call centre/administration experience
§ Experience of supervising/leading a team
§ Experience of working with people and as part of a team
§ Experience of working with minimal supervision

Skills

§ IT literate with knowledge of Word/Excel/databases
§ Proven persuasion skills; well-developed influencing skills
§ Good communicator, able to convey information in a clear, simple and warm manner over the telephone and face to face
§ Able to diffuse and handle difficult situations/people
§ Excellent client care skills. Fluent in English and able to communicate at least one of the 3 major Nigerian languages (Hausa, Ibo, Yoruba)