CALL CENTRE COORDINATOR
Job opening: customer service jobs, jobs in Nigeria
Call Centre Coordinator Jobs at Marie Stopes Nigeria (MSION)
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.
MSIONâs 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 Internationalâs Global Partnership which is in over 42 countries worldwide.
The post holder is required to demonstrate: initiative; energy; persistence; results orientation; drive; integrity and discretion; enthusiasm; and commitment to personal development to further MSIâs partnership mission of enabling individuals to have children by choice not chance.
Position: Call Centre Coordinator
Reporting to: Demand Creation Manager
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 PlanningÂ§ Develop and implement a weekly duty roaster for the call agents Â§ Monitor call quality to improve standards of service in the form of monitoring and providing feedback to team members Â§ Be available to answer questions; take calls that agents can't handle and support when an agent needs assistance Â§ Organise and present monthly feedback appraisals to all team members highlighting strengths, weaknesses and all elements of call control Â§ Interrogate statistical data for team members on a weekly, monthly, annual basis and provide action plans to team members
Â§ Manage initial complaints and queries and escalate where necessary Â§ Compile monthly call centre progress report to immediate supervisor and other concerned within MSION
Â§ Experience of working in a service/healthcare environment with a high level of telephone contact with the public. Â§ Substantial call centre/administration experience Â§ Experience of supervising/leading a team Â§ Experience of working with people and as part of a team Â§ Experience of working with minimal supervision
Â§ First or second degree in Management, Social Work, Sociology and related fields with at least five years of experiences in related field.
SkillsÂ§ IT literate with knowledge of Word/Excel/databases Â§ Proven persuasion skills; well-developed influencing skills Â§ Good communicator, able to convey information in a clear, simple and warm manner over the telephone and face to face Â§ Able to diffuse and handle difficult situations/people Â§ Excellent client care skills. Fluent in English and able to communicate at least one of the 3 major Nigerian languages (Hausa, Ibo, Yoruba)
Position: Call Centre Agents
Reporting to: Call Centre Coordinator
Working with and reporting to the MSION call center Coordinator, the Call Centre Agent is a key member of the Operations Department whose role is considered an important contribution to client satisfaction by providing a prompt, efficient and courteous service to ALL callers. The call centre agent will be responsible for handling calls from new and existing clients regarding a variety of requests. She/he is expected to use her knowledge of MSION services and products, as well as great customer service skills to address clientsâ questions, issues/concerns, provide support and offer information as needed to keep clients satisfied and retain/expand MSION business.
Â§ Diploma in nursing or social work from accredited institutions; health background is a MUST Â§ Proficient in relevant computer applications Â§ Six months or more experience in a call centre Â§ Interest in FP and RH issues Â§ Previous experience in call centre agent activity is an advantage
Education and Qualifications
Skills required, Attitudes and Attributes
Method of Application
Interested candidates should apply by email with CV and suitability statement as a single attachment to email@example.com not later than Tuesday 11th August 2015.
MSION is an equal opportunities employer.
The subject of the email should be the POSITION TITLE / LOCATION and the CV/Suitability statement should be saved in the applicantâs full name.
Only shortlisted candidates will be contacted.