Marie Stopes Contact Centre Team Leader Jobs in Uganda

Marie Stopes Contact Centre Team Leader Jobs in Uganda

The Role

The Contact Centre Team Leader is responsible for.

Spearheading and managing the Contact Centre operations,

Working with different departments Leads to ensure the Contact Centre team gets and gives quality information, gets trainings, and is fully equipped with knowledge,

Understanding other department products and services so that they cross sell.

Lead and manage a highly effective Contact Center team setting their targets and measuring their performance.

Data management on all Contact Center Platforms.

Provide mental health first aid support as and whenever required.

Coaching and mentoring the team.

Key Responsibilities

Ensuring that the Contact Center Team proactively handles all the interactions that is WhatsApp, Voice Calls, Facebook, and SMS 19,238 Interactions handled per month and 230,856 interactions handled annually.

Track and monitor performance of the chats and calls, ensuring that the quality of chats and calls is over 100%.

Work with RME to analyze the raw data from C3, report any incidences that arise.

Ensure that the continuum of care cycle is completed as well as effectiveness of follow-up for all clients by the Contact Center team is done successfully.

Ensure that the Agents provide telephone counselling, information and referral to clients meeting their target and coming up with a plan for those that are not meeting their KPIs.

Ensure that clients referred to centers are issued with E- coupons and half of these are redeemed.

In line with enabling pillar 1 which is funding the mission by increasing income contact center is working in meeting this by contributing some service income to the Mariestopes Hospital.

Through listening to calls and analyzing the IMI chats that the team handles Identify gaps then recommend relevant trainings for the Contact Center Team.

Manage appraisals, timesheets, leave days, working shifts for the Agents, general performance and escalate equipment maintenance

plus any technical issues to the IT team.

Ensure to be accessible for any employee who is experiencing a mental health issue or emotional distress.

Support colleagues who are struggling with Mental Health Issues.

Provide guidance and a pathway to further support or treatment.

Look out for signs of mental health issues that are affecting colleagues, work to rectify any causes and if all fails then forward any concerns to management for higher intervention.

Share Mental Health wellness tips and any other related information on Mental Health during the different departmental, monthly, or quarterly work meetings that you’re invited to.

Perform any other duties assigned by the line manager.

Knowledge skills and Attitudes

Qualifications:

Degree in Guidance and Counselling, social sciences. public health or related discipline

Six years’ experience in Contact Centre management.

Must be a Mental Health First Aider.

Ability to manage, coach, mentor and develop team members

Verbal and written communication skills

Overall understanding of MSUG activities and services.

Skills/Experience:

Prior experience in managing and clear understanding of a Contact Centre and its operations.

Excellent presentation skills.

Leadership skills.

Mental Health First Aider skills.

Customer service experience.

Sense of fairness and equity in handling HR issues.

Analytical, decision making and negotiation skills.

High sense of confidentiality.

Strong external relations skills.

How to Apply

For more information and job application details, see; Marie Stopes Contact Centre Team Leader Jobs in Uganda

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