Marie Stopes International Ghana (MSIG) has vacancies for well-organised, client-oriented and energetic individuals with relevant qualification/s and experience to occupy the under-listed position/s in the organisation. 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.MSIG is part of Marie Stopes International's global partnership, which operates in over 37 countries worldwide.

Length of contract:  Two (2) year contract

The Call Centre Manager is responsible for managing the Call Centre and providing overall coordination, between MSIG, clients and stakeholders through various communication channels. He/she is responsible for information dissemination, providing professional counseling services, feedback and directing business.

Key Responsibilities Include:

•   Develop Call Centre operational strategies and improve on efficiency (i.e. call centre agents monitoring call volumes etc.)
•   Assess training needs and develop a training programme for the Call Centre teams
•   Work with IT to identify and evaluate state-of-the-art technologies, define user requirements, productivity, quality and client service standards
•   Review and customise the Call Centre's Standard Operating Procedures (SOPs) Manual and various processes
•   Establish quality assurance, managing protocols and review data for analytics.
•   Establish, facilitate and coordinate the use of client, staff and strategic partner databases for strategic engagement and continuous improvement.
•   Ensure in bound & outbound Client Satisfaction Surveys are done and undertake other surveys as required
•   Any other related duties that may come up

Qualification Required & Experience

•   Bachelor's degree in Psychology, Communications, Social Sciences, Marketing, Business Management or any related subject discipline
•   Professional experience in communication and client management will be required
•   Any medical qualifications/Nursing will be an advantage

Skills and Experience:

•   At least one year working experience in a Sexual and Reproductive Health (SRH) organisation and in a similar role - call centre
•   Minimum of five (5) years working experience at the managerial level
•   Ability to manage and develop team
•   Fluent communication (written and verbal) in English and local language(s)
•   Excellent analytical and IT skills (MS Office, Power Point and Excel)
•   Familiarity and previous use of Social Media tools and strong network in the media
•   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, practices and experience
•   Women are strongly encouraged to apply
•   Be pro-choice

Location: Nationwide Recruitment

How to Apply For the Job

•   These are an local positions. Interested non-Ghanaians must, therefore, have the necessary legal permits required to work in Ghana.
•   Please label application and email with the exact job title and location if indicated.
•   Please take note that only shortlisted candidates will be contacted.
•   Interested and qualified applicants should send their applications addressed to:

Director - Human Resource,
Organisation and Admin
Marie Stopes Int Ghana
PUB 267, Accra

Or by email through:

recruitments@mariestopes.org.gh

Closing Date: 15 February, 2017