Under the general direction of the Deputy Director, Marketing and Client Experiences, the Contact Center and CPD center Manager oversees and manages the national contact center and CPD training center of MSIE. Accountable to the success the contact center operations and CPD center commercial performance. Ensure to trains and motivates the contact center councilors, CPD coordinators, monitors the quality of services provide to callers; undertakes contact center duties and upraises the staff, build strong partnership with organizational clients of the CPD center.

Specific Roles and Responsibilities 

Business Leadership and Network Management

1)      Responsible overall business and managerial oversight to ensure super client experiences in the contact center and financial sustainability of the CPD centers and contact center.

2)      Responsible for the promotion of the contact center services and CPD center training programs.  

3)      Take business leadership to ensure high team spirit and productivity management by on job coaching, field visits and periodic reviewing of performance targets of the contact center agents and CPD center coordinators.

4)      Responsible to ensure effective client referral systems in placed to MSIE centers.

5)      Responsible to build long lasting business partnership with organizations clients of the CPD center.

6)      Accountable for the growth of the CPD center through designing and execution of business development strategies.

7)      Responsible to adopt and execute new initiatives and systems with the sport of GSO to elevate the overall operations of the contact center.

8)       Ensures appropriate utilization of budgets and resources in the contact center and CPD centers.

9)      Responsible to work closely with MCH mangers, and program managers for regional CPD centers business development, to get support and facilitation for practical attachment, and to get required logistic support for effective partnership development and high-quality training delivery.

10)   Responsible for period review of the CPD center training programs, propose new training programs, get approval and accreditation of the CPD centers programs as per required.

 Marketing

ü  Responsible for the promotion of the contact center services and CPD center training programs using the range of communication platforms.

ü  Responsible for lead generation, sales pitch preparation and presentation to organizational clients of the CPD center.

ü  Closely work with CPD center referral agents, provide needed supports, follow up productivity of the referral agents.

ü  Responsible to increase the number of inbound callers, and CPD center clients,

ü  Design an effective marketing strategy to increase CPD center awareness and sell CPD center services.

ü  Ensure the delivery of excellent client experiences at all touch points of the contact and CPD center clients.

ü  Responsible to oversee and improve the look and feel of the CPD center for effective brand acceptance and brand building.

ü  Responsible to ensure client feedback collection, and to talk turnaround strategies for better client experiences.      

Operations and Admin

• Manages the day-to-day function of the national contact center of Ethiopia to ensure high standard performance in serving clients who need information about MSIE and its SRH and FP services.

• Day by day oversee and work with all support functions to ensure smooth service delivery of the contact center, proactively tackle any system issues for service interruption.

• At times of system down make sure to communicate all stakeholders and clients and keep updating as the system resumes with the same platform of communication.

• Ensure the smooth functions of the CPD center training facilities, sound system, displays, and all required facilities to ensure super client satisfaction.

• Ensure for training data base update up on the completion of each training session, timely to issue certificate for the trainees, proper documentation, and recording.

• Lead and ensure to avail trainers for the CPD center build long lasting relationships with all trainers and trainees.

• Ensure to in place all training modules, materials, trainers and all required for effective delivery of CPD center training programs.

• Ensure well scheduled training programs are in place and communicated to the trainers with the right media of communication.

• Ensure timely registration of trainers and delivery of training program per the schedule.

• Reacts effectively and efficiently to weekly ‘wait times’ report by requesting additional slots for MSI services 

• Manages initial complaints and queries and escalate where necessary.

 Team Planning and Leading

• Monitors call quality to improve standards of service in the form of monitoring and providing feedback to team members.

• Organizes and present monthly feedback appraisals to all team members highlighting strengths, weaknesses and all elements of call control

• Organizes weekly rotations/shifts for full time, part time and other members of the team

• Organises regular information updates of the function and performance of the call agent

• accumulates statistical data for team members on a weekly, monthly, annual basis and provides action plans to team members.

• Provides suggestions/recommendations for team members goals/targets

• Track the performance of each call agents, CPD coordinators against set weekly targets, provide feedback for performance improvement. 

• Organize and assign trainers a head of the training session, update for any change,

• Set weekly contact centre and CPD center performance targets, daily follow up the performance of each, on weekly base compile the performance report and report to immediate supervisor.

    Others 

• Attends the monthly technical unit meeting and other meetings when required.

• Manages individual responsibilities and other contact center projects as required by the Country Management Team

• Undertakes any other relevant duties that assigned by line manager.

 Job Requirements

a.       Education

BSc/Masters/MPH in health, business management, healthcare management  

b.      Experience

Six  eight years of relevant Experience

B.      Skills, Attitudes, Attributes

·         Experience of working in a service/healthcare environment with a high level of telephone contact with the public.

·         Substantial contact centre/administration experience

·         Experience of supervising/leading a team

·         Experience of working with people and as part of a team

·         Experience of working with minimal supervision

·         IT literate with knowledge of Word/Excel/databases, excellent in data analysis and interpretation,

·         Proven sales pitching skills;

·         Good communicator, able to convey information in a clear, simple and warm manner over the telephone and face to face

·         Able to diffuse and handle difficult situations/people

·         Fluent in English and able to communicate additional two more local languages (Amharic, Tigrigna and  Afan Oromo)

.         Pro choice 

How to Apply

We invite candidates meeting the required qualifications email their CV and application letter with a single pdf to Humanresource@mariestopes.org.et before the closing date of this announcement i.e. within ten (10) days.

Please mention the title of the position and workplace you applied for on the subject line of your email.

Due to the volume of applications, we will only contact shortlisted candidates, and we are unable to provide any feedback on unsuccessful applications.

CANDIDATES WHO DO NOT FOLLOW THESE INSTRUCTIONS WILL NOT BE CONSIDERED.

MSI ETHIOPIA REPRODUCTIVE CHOICES STRONGLY ENCOURAGE FEMALE CANDIDATES TO APPLY!