Ethiopian Public Health Institute Call Agent Supervisor Jobs in Ethiopia
Ethiopian Public Health Institute Call Agent Supervisor Jobs in Ethiopia
Job DescriptionEthiopian Public Health institute needs to employ in the following positions on contract bases.
Joining the COVID-19 response, World Bank and MOH have been supporting emergency response for the Regional and National Emergency operational Centre (EOC) to enhance the impact, reach and efficiency of responses through the integration and coordination of risk communication, Surveillance, case management, mental health, special need, Point of entry, logistics & EOC activities and approaches in strong collaboration with the health team, IM, and under the guidance of EOC each pillar chief.
COVID-19 infection and maintaining the continuum of essential services of EOC through strengthening coordination and technical support at the national and regional level by deployment of technical assistance (TA).
EPHI will deploy TAs who will be supporting the Federal Ministry of health/Ethiopian Public Health Institute at national level and regional level at region EOC.
The TAs also will link with the Regional Health Bureau Country office and regional office staffs, and their respective Regional health bureaus and to regularly update on the regional level response and gaps in the areas of COVID-19, as per assigned and provide information and technical support when necessary.
Duties and Responsibilities
Responsible for leading, supervising and coaching of call agents.
Enforce call center regulations and policies.
Analyze statistical call center metrics and reports, identified areas to improve, implemented measures that improved service levels and achieved team objectives.
Execute the quality assurance program though monitoring and audits. Set clear performance expectations with team and communicate successfully how performance goals are linked to EPHI goals.
Insure implementation of call center policies, operations and performance standards were understood and followed by agents.
Take escalated calls, in order to ensure issue resolution and customer satisfaction.
Monitors numbers of calls that agents handle each hour to ensure each agent is taking the required number of calls.
Ensuring high quality and accuracy of work from call center agent.
Putting together daily/weekly/monthly/quarter and annual performance reports for middle and higher managers.
Troubleshooting any operational problems of call center.
Job Requirements
Education Level
BSc in Nurse, Health officer (HO), Health Education (HE)
Work experience
2 (Two) years call center experience or in similar role is required.
Excellent computer skills; certifications on computer networking, maintenance is highly preferable
Supervisory or leadership experience in a call center environment is preferable
Ability to work effectively in a fast-paced environment.
Organized, able to prioritize and work independently
How to Apply
NB
Applicants should send their CV and credintials not more than 5 pages through ethio jobs.
Applicants need to apply for the region including Addis Ababa,DireDawa&Sidama which they want to work, hence the compettion will also among the regions applicats.
For all applicants one applicant can not apply more than one position.
The selected candidates should present their release paper or leave with out pay letter from their respective organization with in five days to employ for this emergence response assignment.If not the next applicant will communicated.
The selected candidates need to have and work with their personal lap tops
Covid-19 risk allowance payment will not apply for all aplicants
Interested applicants can register in Online through ethiojobs.net or send their CVs and relevant documents at the address given below within 5 working days from the first appearance of the announcement during office hours (8:30 AM to 12:30 PM and 1:30 PM to 5:00 PM).
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