International Foundation for Electoral System - IFES Call Center Manager Jobs in Ethiopia
International Foundation for Electoral System - IFES Call Center Manager Jobs in Ethiopia
Job DescriptionThe Call Center Manager support will be responsible for overseeing helpdesk support for the National Election Board of Ethiopia’s field operations and deliver high quality technical and operational support by supporting the call center team to diagnose and resolve problems. The manager may also support the ongoing technology needs of all employees and providing different levels of support.
Duties and Responsibilities
Provide mid-level management of NEBE’s operational call center and help desk, handling a variety of issues across teams including ICT, Operations, etc.
Oversee technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Serve as a point of contact for employees in the field and at constituency offices seeking technical assistance over the phone, email or in person.
Maintain and oversee daily performance of computer systems.
Run reports to determine common malfunctions across client base.
Ensure appropriate respond to email messages from staff seeking help and follow up to ensure issues have been resolved.
Install, modify, and repair computer hardware and software and clean up computers.
Ensure help desk team runs diagnostic programs to resolve problems, resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems, installs computer peripherals for users and more.
Solicit feedback from employees about computer usage for improvement and action.
May interact with network services, software systems engineering, and/or applications.
Oversee call center team to install, diagnose, repair, maintain and upgrade all PC hardware and peripherals to ensure optimal workstation/device performance and
security.
Possesses strong PC repair skills and utilizes a customer service approach when troubleshooting issues, with the ability to present information effectively.
Oversee maintenance of local inventory.
Utilize and maintain helpdesk tracking software. Monitor and respond quickly and effectively to a variety of requests received through the call center.
Document problems in the support solution database for diagnostics and solution implementation.
Job Requirements
Skills & Specifications
Ability to contribute to NEBE’s overall solutions-oriented strategies.
Experience managing technical and/or operational help desks or call centers necessary.
Maintains high level of technical skill in field of expertise.
Ability to oversee, provide and facilitate technical and operational support in a timely and accurate fashion and also provide end-user assistance where and when necessary.
Experience with Windows desktop Operating System workstation/server, Microsoft Systems Management Server, Microsoft Exchange/Outlook, client/server applications.
Excellent organizational, interpersonal and communication skills.
Ability to read and interpret documents and standardized forms, and to communicate effectively with fellow staff members.
Good problem-solving and team working skills.
A keen eye for detail.
The ability to remain highly organized while handling multiple tasks under tight deadlines.
Education & Qualifications
Diploma or Bachelor's Degree in Computer Science/Computer Engineering/Software Engineering/ Information Science /Information Technology or related Degree
Five years’ experience staffing and/or managing call centers or help desks
A+, MCITP/MCSE and/or CCNA Certification is a plus
Language
Fluency in English and Amharic required; strong command in more than one NEBE working language preferred.
How to Apply
Interested and qualified applied applicant should apply through the email below
ifesethiopia@ifes.org
Please state the subject line of your email As "Call Center Manager"
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