Current Job at MSION

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Current Job at MSION
Location: All Nigeria
Last update:

Ad description

Marie Stopes Nigeria-MSION is a results-orientated Social Business, which uses modern management and marketing techniques to provide reproductive health care and allied services. MSION’s goal is to meet the needs of underserved Nigerians and dramatically improve access and use of a range of reproductive health services. MSION is part of Marie Stopes International’s Global Partnership which is in over 42 countries worldwide.

Job Title: Call Centre Coordinator


Job Field
Customer Care

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.

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

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

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

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

Qualified Persons should forward CV to

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