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Call Centre Officer

JOB SUMMARY

Company Ministry of G...
Industry Public Sector
Category Customer Serv...
Location Accra
Job Status Contract
Salary GH¢ 
Education Bachelor̵...
Experience 5 years
Job Expires Jun 26, 2017
Contact ...
 

Company Profile

Introduction
This request for expression of interest follows the general procurement notice for the Ghana Social Opportunities Project that appeared in the 18th and 20th November 2010 editions of the Daily Graphic and Ghanaian Times respectively, the UN Development Business and dgMarket.

The government of Ghana through the Ministry of Gender, Children and Social Protection (MoGCSP) and the Ministry of Local Government and Rural Development (MLGRD) is implementing the US$138.6 million World Bank funded Ghana Social Opportunities Project (GSOP). This has been aligned with the nation's effort to implement its National Social Protection Strategy (NSPS) which was developed in 2007. GSOP has the following sub components:

  • Social Protection Policy and Systems Strengthening;
  • LIPW implementation and Capacity Building;
  • LEAP implementation and Capacity Building and
  • Project Management and Coordination

Effective and efficient coordination in planning, targeting and implementation is a critical component of the NSPS. The implementation duration of the project is 2010-2018. Whilst the Ministry of Local Government and Rural Development (MLGRD) is responsible for the Public Works component, the Ministry of Gender, Children and Social Protection (MoGCSP) is responsible for the Cash Transfer programme-LEAP, GNHR and other activities related to strengthening SP delivery.

Job Description

Background and Objectives of the Assignments

  • As part of efforts to increase coordination among Social Protection (SP) programmes, the Social Protection Single Window Citizens Service is being established under the auspices of the Ministry of Gender, Children and Social Protection (MOGCSP). The single window service is a system that is designed to provide a single entry point for the major SP programmes, to enable citizens file complaints, register for services, make enquiries, or update information on their households on the database.
  • A key pillar of the single window system will be a Call Centre which comprises of an Integrated Grievance Redressed System providing a single platform for citizens to log, monitor and escalate their grievances, as well as to disseminate relevant information on behalf of the major SP programmes. The Call Centre will serve as one of the entry points for citizens who require SP services. Call Centre agents will deal with issues they are equipped to address while routing others to the relevant programmes for redress.

Key Responsibilities
The Officer will be responsible for:

  • Creating, validating and updating the scripts for real-time citizen interaction usage, Prepare the Standard Operating Procedures (SOP) for various call types received through various channels and for each service to be delivered from the contact centre and Develop the key performance indicators (KPIs) for the Call center.
  • Ensuring that agents have the knowledge and skills to answer customers' inquiries, requests for support or problems quickly and effectively. He is also responsible for ensuring that issues that cannot be resolved at the centre are escalated to the relevant authorities and necessary feedback given to customers.
  • Training, managing and monitoring agents so that they have the skills and knowledge to meet customer service and MOGCSP objectives. S/he will be responsible for assessing agents' performance and recommending further training where necessary. The Officer must ensure that the agents are conversant with the mandate, programmes and activities of all MOGCSP units and departments.
  • Assesses individual and team performance on a regular basis and provides candid, professional and timely feedback regarding developmental and training needs; including completion of monthly and annual scorecards.
  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.
  • Preparing periodic reports for the Ministry and its agencies on the various issues dealt with by the Call Centre.
  • Coordinating the work of all participating SP Program to ensure complaints received are resolved.
  • Oversee the complaints database, and ensure that complaints are reviewed and classified as per the agreed upon procedures on a routine basis.
  • Leverages the resource available to resolve call inquiries and escalations by identifying the issue, obtaining applicable information, performing root cause analysis and acting upon the solution while providing clear and consistent communication throughout the process.
  • Ensuring the database is updated to track resolution of cases, and follow up with key stakeholders where there are delays or problems.
  • Follow up with relevant stakeholders (including the SP Secretariat, Case Management Officers, Relevant Committees etc.) to ensure complaints are resolved and redressed.
  • Support in communicating outcomes of cases to complainants as appropriate
  • Preparing reports at national level for grievance redress and information clarification/queries on a monthly/quarterly basis and report to Social Protection Directorate any outstanding problems or issues.
  • Support and lead coordination on ICT interventions, including mobile platforms. Liaise with technical experts and IT as required. Ensure proper field support.
  • Develop and maintain strong collaborative relationships with Social Programs and Grievance Redress Structures nationally to maintain excellent lines of communication

Duration of Assignments

  • The Contracts will last for nine (9) months - September 1,2017 - May 31, 2018.

Required Skills or Experience

  • Bachelor's degree in Business Administration or related field.
  • Minimum of five years' experience in any kind of call centre environment at a lead or supervisory capacity
  • Demonstrate an appreciable understanding of customer service
  • Ability to effectively and professionally communicate with persons of all backgrounds.
  • Knowledgeable in professional call handling procedures and techniques
  • Capable of training phone agents on proper phone system use and call handling techniques
  • Able to write phone scripts for messages, voicemail systems and auto-attendants for phone systems
  • Able to recognize call flow problems and recommend solutions
  • Knowledge of automated call distribution (ACD) systems
  • Experience with call centre terminology

How To Apply

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