Call Centre Manager - Marie Stopes Ghana

Established in 2006, Marie Stopes Ghana (MSG) is an affiliate of MSI Reproductive Choices and is one of the largest specialized Sexual and Reproductive Health (SRH) organisations in Ghana. MSG complements the Ministry of Health and Child Care in the provision of quality and affordable general health and SRH services in all provinces of Ghana.

MSG has a vacancy for a passion-driven, well-organised, client-oriented and energetic individual with the below relevant qualification/s and experience. MSIG’s goal is to meet the needs of the underserved and improve access to the use of Family Planning (FP) and other Sexual Reproductive Health (SRH) services.

At MSI Reproductive Choices we are unapologetically pro-choice. We believe that every woman has the right to make choices about her own body and her own future.

Job Description

The Role

The Contact Centre Manager is responsible for managing the Contact Centre and providing overall coordination of the interface between MSG, clients, and stakeholders through various communication channels for information dissemination, providing professional counselling services, and feedback and directing business through client bookings across all channels

Key Responsibilities

The successful candidate will be responsible for the following among other duties:

MANAGE TEAM AND RUN THE MSI CONTACT CENTRE

• Determine Contact Centre operational strategies and improve efficiency by supervising Contact Centre agents, monitoring call volumes, planning the roster, and liaising with other teams (Marketing, Medical, Operations) to ensure the Contact Centre can effectively address client needs.
• Maintain and improve Contact Centre operations by answering calls and supporting the team
• Assess training needs and develop a training program for the Contact Centre teams
• Work with IT to identify and evaluate state-of-the-art technologies, define user requirements, productivity, quality, and client service standards

ESTABLISH PROTOCOLS AND GUIDELINES TO GUIDE CLIENT ENGAGEMENT AND MANAGEMENT OF THE CONTACT CENTRE

• Follow and localise as needed the Contact Centre’s Standard Operating Procedures (SOPs) Manual and various processes
• Establish quality assurance and management protocols
• Make available and standardise various information tools and materials for reference by the Contact Centre team
• Manage and review data for analytics. Must be able to interpret numbers for insights & performance

PROVISION OF COUNSELLING, SUPPORT AND INFORMATION TO MSI CLIENTS AND EMPLOYEES

• Answering calls - provide counselling and relevant information to clients who call the Contact Centre
• Monitor inbound and outbound interactions with all clients made by the Contact Centre agents and make necessary recommendations; escalate to the relevant team when necessary
• Support the Contact Centre agents when handling requests from clients and make sure the team provides the right information

PLANNING AND COORDINATION OF SERVICES AND ACTIVITIES UNDERTAKEN AT THE CONTACT CENTRE FOR PROPER COVERAGE

• Ensure inbound & outbound Client Satisfaction Surveys are done, meeting the number of required surveys
• Coordinate general follow-ups for all clients reaching the service delivery channels with specific emphasis on Family Planning, PAFP, and Cervical cancer screening and testing.
• Establish, facilitate, and coordinate the use of client, staff and strategic partner databases to be used for strategic engagement
• Measure success by managing Key Performance Indicators (KPIs), managing to schedule and checking quality.

DELIVERY OF TELEMEDICINE SERVICE

• Ensure Contact Centre agents are pitching telemedicine services to eligible clients and own the delivery of targets for various services under telemedicine.
• Supervise the activities of the Telemedicine Midwife in terms of counselling, follow-ups and medical emergency management.
• Lead the monthly reconciliation of telemedicine stocks and income with finance and RM&E
• Own medical and operational guidelines for the introduction of new services telemedicine and the expansion of telemedicine services to a new area

Required Skills or Experience

To succeed in this role, you must have:

• Bachelor’s degree in Psychology, Social Sciences, Business Management, Nursing, or Midwifery 
• Minimum of 7 years of working experience in a Contact Centre set up 
• At least one-year working experience in a Sexual and Reproductive Health (SRH) organization 
• Ability to manage and develop team members 
• Verbal and written communication skills 
• Courses in communication and client management (an added advantage) 
• Nursing background (an added advantage) 
• Fluent communication (written and spoken) in English and local language(s) 
• Excellent analytical and IT skills (MS Office, focus on Excel) 
• Familiarity and previous use of Social Media tools 
• Overall understanding of MSI activities and services 
• Proven knowledge of administration and comfortable with processes and planning. 
• Ability to work long hours and in a shift system 
• Good knowledge of Client service principles and practices 
• Customer service experience 
• Knowledge of key performance indicators (KPIs) – able to generate, interpret and make decisions for actions 
• Pro-choice and pro-family planning