Job Title: Call Center Manager
Employer: Uganda Child Rights NGO Network
Duty Station: Kampala, Uganda
Application Deadline: 26th August, 2013
Duties and Responsibilities:
•Ensure quality services are offered to children and other users of the helpline service
•Work closely with the Senior Probation and Social Welfare Officer and the District Probation and Social Welfare Officers to coordinate the day-to-day activities of the call centre.
•Support, supervise and manage call center staff ensuring periodic training, induction, professional supervision and appraisals including identifying training needs and planning training sessions;
•Support the Senior Probation and Social Welfare Officer to coordinate daily case management, and ensure appropriate referral of cases to the network of partners is undertaken.
•Act as the liaison person for Child Helpline and its referral partners as well participating in partnership and network meetings, events, etc to enhance linkages and working relationships
•Maintain an effective call centre data base and continuously updated referral directory both at the national and district Action centers for ease in case management.
•Compile monthly/quarterly and other periodic reports on program activities related to the call center in consultation with the Senior Probation and Social Welfare Officer and provide data on request.
•Support work with the identification of new opportunities for further growth of the helpline particularly where ICT innovations are concerned.
•Support the generation of child helpline data to inform policy, program design advocacy campaigns.
•Maintain professional and technical knowledge by tracking emerging trends in call center operations management; establishing personal networks and benchmarking state-of-the-art practice.
•As part of the program team, contribute to the overall design, planning, implementation and monitoring of project activities aimed to achieve organizational goals and objectives.
•Any other duties and tasks assigned by the supervisor.
Qualifications, Skills and Experience:
•The applicant should hold a degree in either Counselling and Guidance, Community Psychology, Education, Social Work and Social Administration, Sociology, community Based Rehabilitation or Adult and Community Education. A Post-graduate Diploma or Masters in any of the above disciplines.
•People Management Skills
•Ability to build effective relations with diverse people.
•Excellent networking skills and ability to work with a wide range of partners
•Time management skills and ability to work under pressure
•Excellent report writing skills
•Knowledge and interest of development issues, particularly in relation to children
•Knowledge of local laws relating to children’s rights and issue
•Five or more years of relevant working experience
•Experience in counseling and case management in the context of Child Protection
•Experience in Project management
•Experience in partnerships building and fundraising will be an added advantage
•Behavioural competencies
•Good command of English Language
•Excellent organization skills, self-driven and results oriented
•Positive outlook and a clear focus
•A natural forward planner who critically assesses own performance
•A strong and innovative team player.
How to Apply:
All candidates should send a detailed CV and cover letter to the provided email address . You must state on the subject like clearly Ref: Application For Post Of (Your Preferred Vacancy)
Addressed to;
The Team Leader
Uganda child helpline
P.o.box 10293 Kampala, Uganda
Employer: Uganda Child Rights NGO Network
Duty Station: Kampala, Uganda
Application Deadline: 26th August, 2013
Duties and Responsibilities:
•Ensure quality services are offered to children and other users of the helpline service
•Work closely with the Senior Probation and Social Welfare Officer and the District Probation and Social Welfare Officers to coordinate the day-to-day activities of the call centre.
•Support, supervise and manage call center staff ensuring periodic training, induction, professional supervision and appraisals including identifying training needs and planning training sessions;
•Support the Senior Probation and Social Welfare Officer to coordinate daily case management, and ensure appropriate referral of cases to the network of partners is undertaken.
•Act as the liaison person for Child Helpline and its referral partners as well participating in partnership and network meetings, events, etc to enhance linkages and working relationships
•Maintain an effective call centre data base and continuously updated referral directory both at the national and district Action centers for ease in case management.
•Compile monthly/quarterly and other periodic reports on program activities related to the call center in consultation with the Senior Probation and Social Welfare Officer and provide data on request.
•Support work with the identification of new opportunities for further growth of the helpline particularly where ICT innovations are concerned.
•Support the generation of child helpline data to inform policy, program design advocacy campaigns.
•Maintain professional and technical knowledge by tracking emerging trends in call center operations management; establishing personal networks and benchmarking state-of-the-art practice.
•As part of the program team, contribute to the overall design, planning, implementation and monitoring of project activities aimed to achieve organizational goals and objectives.
•Any other duties and tasks assigned by the supervisor.
Qualifications, Skills and Experience:
•The applicant should hold a degree in either Counselling and Guidance, Community Psychology, Education, Social Work and Social Administration, Sociology, community Based Rehabilitation or Adult and Community Education. A Post-graduate Diploma or Masters in any of the above disciplines.
•People Management Skills
•Ability to build effective relations with diverse people.
•Excellent networking skills and ability to work with a wide range of partners
•Time management skills and ability to work under pressure
•Excellent report writing skills
•Knowledge and interest of development issues, particularly in relation to children
•Knowledge of local laws relating to children’s rights and issue
•Five or more years of relevant working experience
•Experience in counseling and case management in the context of Child Protection
•Experience in Project management
•Experience in partnerships building and fundraising will be an added advantage
•Behavioural competencies
•Good command of English Language
•Excellent organization skills, self-driven and results oriented
•Positive outlook and a clear focus
•A natural forward planner who critically assesses own performance
•A strong and innovative team player.
How to Apply:
All candidates should send a detailed CV and cover letter to the provided email address . You must state on the subject like clearly Ref: Application For Post Of (Your Preferred Vacancy)
Addressed to;
The Team Leader
Uganda child helpline
P.o.box 10293 Kampala, Uganda