About CRS

Catholic Relief Services (CRS) works to save, protect, and transform lives in need in over 100 countries globally, irrespective of race, religion or nationality through relief and development programs. CRS’ programs include emergency response, disaster mitigation and recovery, health, agriculture, education, microfinance, and peacebuilding among others. For nearly 60 years, CRS has taken the lead in responding to disasters affecting the poor and vulnerable communities in Ethiopia. CRS’ disaster mitigation and recovery interventions in conflict, drought and flood prone areas in the country have restored household and community assets through humanitarian assistance including food, agriculture, health, nutrition, WASH, and peacebuilding projects. 

Job Title:                        Field Officer II - Call Center Supervisor

Band:                              VI

Required number:        One

Department:                 Programming

Employment Term:      Definite (i.e., up to March 31, 2024)

Reports To:                    Senior Project Officer Accountability

Country/Location:       CRS Ethiopia/Addis Ababa

Job Summary:

As a member of CRS Ethiopia MEAL team, you will be in charge of supervising the call center operators who are serving clients who are making a call to Catholic Relief Services/Ethiopia (CRS/Ethiopia) call center to seek information/feedback and report complaint related to the CRS/Ethiopia programming and staff conduct, and overall program operation.  As a call center supervisor, you will ensure that call agents register feedback, communicate records on time, and support effective and efficient call center operation as part of the Catholic Relief Services (CRS) mission of serving the poor and vulnerable.  The hotline allows for program participants, community members and other stakeholders to provide direct feedback and raise complaints in a confidential, free of charge and accessible manner. This is a core components of the CP level FCRM that will be operated by trained CRS call center operators receiving feedback and compliant countrywide.

As a call center supervisor, you will lead and guide the call center agents on the implementation of the hotline in the call center across CRS projects. You will work with call center agents, back call agent, partner, and CRS field-based staff to ensure the effectiveness of the hotline as a CP FCRM mechanism. You will also focus on helping your team build the necessary skills and knowledge. so, they can better support programme participants and any concerned individual providing feedback/complaints. You should be supportive, communicative, attentive, closely work as a team in the call center with call center agents, staffs, and the senior project officer Accountability.

Job Responsibilities:

Handle all other related assignments from accountability SPO, MEAL team, Safeguarding and Protection team, DHoPs, and HoP.

• Plan and organize the work of their team, ensuring that calls are answered in a timely and efficient manner. He/she also develop and implement call centre policies and procedures.

• Monitor the integrated call management system to supervise the overall status of each call agents and volume of the callers on the system.

• Responsible for staffing the call canter, hiring, and onboarding new agents, and managing the performance of existing agents.

• Train new agents on the company's products and services, as well as on call canter    procedures. He/she also provide ongoing training to help agents improve their skills.

• Motivate and coach their team members to provide excellent customer service. He/she also provide feedback on agent performance and help agents develop their skills.

• Identify and solve problems that arise in the call centre. He/she also work with other departments in CRS IT, ICT4D, hotline designing firm/eCOM and Ethio- telecom to resolve issues that affect the call centre.

• Track and report on call centre metrics, such as call volume, abandonment rates, and customer satisfaction by checking the conversation between the agents and complainants. He/she use this data to identify areas for improvement and to make recommendations to management.

• Ensure that the call centre meets the needs the project participants. He/she work with agents, accountability team, program team and partners to resolve issues, answer questions, and provide support for the project participants. work to improve the call centre’s customer service standards.

• Manage and oversee the day-to-day operations of the call center ensuring that calls are answered in a timely and efficient manner and providing excellent customer service.

• Ensure agents understand and comply with all call center objectives, performance standards, and policies.

• Ensure the proper handling of all calls coming from clients in effective, professional, and caring manner by call center agents.

• Coach and Mentor, the call center agents to handle their duties properly and in accordance with CRS values and principles as well as monitor their performance and take corrective action when necessary.

• Responding to call agents’ questions regarding best practices or difficult calls whenever they arise.

• Make sure the call center agents segregate feedbacks as sensitive and non-sensitive, internal, or external and carefully recording the quires on the YouTruck system for management and future reference every single day.

• Support the call agents and MEAL team in facilitating the data entry process into the data management platform for all feedback and complaints received through other CP level FRM channels at field level.

• Ensure that each case is documented in the case registration form on daily basis or within 24 business hours of receipt by each call agent using integrated call management system/ICMS.

• Serve as a bridge between the call center and program team in communicating responses to the complainant with the support of concerned accountability team.

• Follow up that call agents are properly following the SOP while forwarding sensitive cases to the CR/designated senior staff for urgent action/follow-up.

• Organize and share updated summary report from the call center in daily, weekly, and monthly basis and whenever requested.

• Assist call agents in answering questions based on frequently asked question FAQ Project sheet when possible and make sure FAQ is updated regularly in consultation with accountability SPO and relevant program staff.

• Workout on the duties related to FCRM data collection and cleaning as assigned from the accountability SPO.

Job Requirements

Typical Background, Experience & Requirements:

Education and Experience

• MA/MSC degree in social science or natural science and related field of study, but management is preferred, with 2 years' relevant experience for MA or 4 years relevant experience for BA degree.

• Experience working in call centers especially with NGOs in supervisory level.

• Experience with typing/word processing, data entry into online databases and forms, and working with various hotline office equipment (computer, microphone, headphone, etc.)

• Experience in MS Office package (Excel, Word, PowerPoint, Visio) and information management systems and proficient in Word.

Personal Skills

• Good time management skills with ability to work on multiple tasks.

• Ability to coach, train, and motivate call agents and evaluate their performance.

• Excellent problem solving, leadership, and customer service skills.

Required/Desired Foreign and local Language.

• English speaking and writing skill.

• In addition, Listening and speaking on either of or combination of the following languages Amharic, Affaan Oromo, Tigrigna is highly preferred.    

Travel Required (20%)

Key Working Relationships:

Supervisory: call center agents

Internal: Accountability SPO, MEAL unit, Safeguarding unit, DHoP-MPS, HoP, and programme team as required

External:  Programme participants requiring hotline assistance (as need arise)

Agency-wide Competencies (for all CRS Staff):

These are rooted in the mission, values, and guiding principles of CRS and used by each staff member to fulfill his or her responsibilities and achieve the desired results.

• Integrity

• Continuous Improvement & Innovation

• Builds Relationships

• Develops Talent

• Strategic Mindset

• Accountability & Stewardship

Disclaimer:  This job description is not an exhaustive list of the skill, effort, duties, and responsibilities associated with the position.

How to Apply

You should fill the application form through this LINK and attach your up-to-date CV on/before the application deadline August 18, 2023.

You will be contacted only if selected for written exam/interview. Phone solicitations will not be accepted. These job opportunities are open to Ethiopian nationals only.

CRS requires its staff to treat all people with dignity and respect and to actively prevent harassment, abuse, exploitation, and human trafficking. 

** Qualified women & persons with disability are highly encouraged to apply**