مطلوب Contact Center Manager للعمل لدى منظمة كير العالمية

 

Job Description and Requirements

Contact Center Manager /CARE international in Jordan

CARE International seeks a world of hope, tolerance and social justice, where poverty has been overcome and all people live with dignity and security. In Jordan, CARE will be recognized for its commitment to the humanitarian protection and empowerment of communities especially women and girls, where rights are secured, and human potential fulfilled for all.

CARE in Jordan leads humanitarian protection, economic empowerment, and civic engagement interventions for women and girls from poor and vulnerable communities in the fight to overcome poverty, gender based violence, and social injustice. We nurture accountability, leadership and political will internally and among our partners to achieve this mission.

CARE values equality, integrity, transformation, excellence, diversity, and respect for the dignity and worth of every human being, where we affirm the dignity, potential, and contribution of all; communities we work with, partners, donors, and staff.

CARE International established a presence in Jordan in 1948, created in the wake of the Palestinian refugee crisis. Over 70 years later, CARE has served the needs of the Palestinian, Iraqi, Somali, Sudanese, and now Syrian refugee communities.

CARE’s scope of work has evolved from emergency response to long-term development programming, now encompassing an Urban Refugee Protection Program, the Azraq Camp Program, and the Sustainable Development Program.

CARE International in Jordan is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or disability.

CARE is committed to safeguarding and promoting the welfare of children, young people and adults and expects all staff and volunteers to share this commitment. We will do everything possible to ensure that only those that are suitable to work within our values are ecruited to work for us

 CARE International in Jordan has a vacancy for the post of Contact Center Manager:

• JOB SUMMARY:

The Contact Center manager is responsible for managing, leading the daily operations of the contact center system for maximum efficiency and cost-effectiveness. He/she will also ensure that technology is utilized to a maximum and that staff are using the system well- trained, organized and productive.

The contact center manager is responsible for ensuring his or her work according to CARE standards and in line with key guidelines and policies such as PSEA.

The contact center manager should ensure timely and quality coordination with relevant program teams implementing activities inside the community centers/hub or designated geographical area.

It is expected from this position to determine contact center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and beneficiary-service standards; contributing information and analysis to organizational strategic plans and reviews.

• RESPONSIBILITIES AND TASKS:

 

Responsibility #1: System Performance Management

• Maintains professional and technical knowledge by tracking emerging trends in contact center operations management; attending educational workshops; reviewing professional publications; benchmarking state-of-the-art practices; participating in professional societies.
• Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Develop objectives for the call center’s day-to-day activities
• Assisting other management team members in identifying trends and establishing call center goals.
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (call rates, complains, beneficiary service metrics etc.)
• Assume responsibility of tracking calls
• Hire, coach and provide training to personnel to maintain high beneficiary service standards.
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (accuracy, call-waiting time etc.)
• Prepare reports for different departments or upper management.
• Leading team meetings, asking questions to better understand the calls representatives are receiving, educating, and coach workers regarding processes and practices, and explain expectations to employees.
• Ensuring staff members are achieving desired service levels and taking corrective action, as needed.
• Log calls into Ticketing System database
• Escalate calls of the support line/helpline to protection director when needed.
• Demonstrate an understanding and knowledge on data protection policies.
• Demonstrate an understanding to the confidentiality of issues treated.

Job Responsibility #2:  Beneficiaries' satisfaction 

• Ensure that staff responding to beneficiary queries in a timely and accurate way, via phone, social media or chat
• Identifying beneficiary needs and helping beneficiaries use specific features
• Reports on challenges or problems which have impact on activity implementation
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with beneficiaries
• Monitor beneficiary complaints on social media and reach out to provide assistance
• Inform beneficiaries about new features and functionalities
• Follow up with beneficiaries to ensure their technical issues are resolved

 

Job Responsibility #3:  Monitoring & Progress Controls

• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
• The performance of contact center system is reported on a monthly basis to the supervisor and head of programs.
• The staff performance is measured upon the set Key Performance Indicators (KPIs) and the general CARE’s principles. Coaching/evaluation sessions are being conducted with the team members on monthly basis. The KPIs include:
  
  
  - Adherence KPIs: these calculate the efficiency use of time for each agent during working hours (log-in & log-out, breaks, ready time, number of calls handled each month, etc.).

- Quality KPIs: a minimum of five calls are being evaluated for each agent on monthly basis to assess the quality performance of agents in compliance with the quality KPIs.

• QUALIFICATIONS – (must be specific, realistic and related to job responsibilities)

 

• Specialized Know How

Systemic application of community center producers related to daily operations, beneficiary and staff wellbeing, program implementation and information sharing.

• Education and training

Required: Bachelor’s degree in IT,  Business Administration or combination of relevant Education and Experience.

Desired: Master’s degree in relevant fields.

• Managerial Know How

 

Involves integrating and harmonizing requirements of diverse functions in operating, support, and administrative situations. It may be exercised through consultation as well as direct action; Management requires a combination of planning, organizing, controlling, and reviewing along with direct and indirect execution. Choose one of the following: Task; Minimal; Related; Diverse; Broad.

This position requires (Minimal) managerial know-how. 

• Experience

 

Required:

• 4-5 years of experience in a similar management role in humanitarian aid context

Desired:

• Certified Call/contact Center Manager (e.g. CCCM) or equivalent qualification is a plus
• Good knowledge in administration, protection and development policies and procedures
• Technical skills

Required:

• Supervisory skill

• Proven experience as call center manager or similar position

• Experience in beneficiary service is required
• Knowledge of performance evaluation and beneficiary service metrics
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient

Desired:

• Training & Facilitation skills.
• Human relations skills

Consists of active practicing skills in the area of human relationships. In the work context Human Relations Skills include all capabilities that are needed to interact on a direct person-to-person basis, and through varied approaches build understanding of, acceptance of, or commitment to, courses of action that are important for the organization. These skills may be applied in relation to peers, subordinates or peers within the organization, or to people outside the organization.  (See Guidelines for definitions).

 

• The Human Relations Skills for this position are designated as Important

 

• Competencies

• Respect - Behaving in a manner that reflects a true belief in and appreciation for the dignity and potential of all human beings. Gaining other people’s confidence and setting an environment of trust and openness.
• Integrity - Maintaining social, ethical, and organizational norms; firmly adhering to codes of conduct and ethical principles inherent to CARE.
• Commitment to Service – this competency is woven throughout all aspects of the employee’s performance.
• Excellence - Setting high standards of performance for self and/or others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed; ensuring interactions and transactions are ethical and convey integrity.
• Diversity - Promoting, valuing, respecting and fully benefiting from each individual’s unique qualities, background, race, culture, age, gender, disability, values, lifestyle, perspectives or interests; creating and maintaining a work environment that promotes diversity
• Building partnerships
• Stress tolerance
• Building commitment
• Coaching
• Interpersonal skills
• Operational decision-making
• Planning and organizing
• Information monitoring

1. PROBLEM SOLVING

Is comprised of the Thinking Challenge and Thinking Environment

Thinking Environment considers the rules, instructions, practices, precedents, standards, principles, policies, goals, and objectives that create the context in which a job is authorized to deal with unusual situations. It describes the degree of freedom permitted to the job to initiate the thinking process as a result of external conditions, as well as internal conditions of the organization. Choose one of the following: Strict Routine; Routine; Semi-Routine; Standardized; Clearly Defined; Broadly Defined; Generally Defined; Abstractly Defined. (See Guidelines for definitions).

• This position is defined as Routine

Thinking Challenge describes the situational and nature and degree of difficulty of mental effort required to come to conclusions, make decisions, provide answers, or discover new things. Choose one of the following: Repetitive; Patterned; Interpolative; Adaptive; or Uncharted. (See Guidelines for definitions)

• This position is defined as   Repetitive

1. ACCOUNTABILITY

Is the answerability for actions and for their consequences. It is the measured effect of the job or position on end results. It has three dimensions in the following order of importance: Freedom to Act; Impact on End Results; and Magnitude.

 

A) Freedom to Act is the degree to which personal or procedural control and guidance for work (or lack thereof) exists. This is a function of the organizational framework, the personnel and policy direction, and the flows, processes, and systems that are established in the organization. Choose one of the following: Limited; Prescribed; Controlled; Standardized; Regulated; Clearly Directed; Generally Directed; Guided; or Strategically Guided. (See Guidelines for definitions).

• This position would be designated as   Controlled

B) Impact on End Results considers the principal nature of the job’s influence on end results, which ranges from very direct control to very indirect support. Choose the Impact category that reflects the basic purpose of the job most clearly. Ancillary; Contributory; Shared; Primary (See Guidelines for definitions).

 

• This position would be Ancillary

 

C) Magnitude: Financial: What parts of CARE’s revenue and/or expenses are impacted by the job’s primary goals? Use current fiscal year amounts. e.g. project budget, fundraising or contract goal, budget managed or monitored, donations processed, purchases made, contracts negotiated/signed, benefits costs.

1. CONTACTS/KEY RELATIONSHIPS:

 

    Key Internal Contacts 

    Program Director, Deputy Program Director, Program Managers, Field Staff, Support team   

    Key External contacts      

    CBO’s & Local Partner focal points/managers

1. WORKING CONDITIONS:

 

Describe the location of work, expected percentage of travel, special conditions (e.g. security situation, availability of medical facilities, basic education, etc.). 

 

• Travel: The position will be based in the field office with frequent travel to Main office.

 

• Safety and Security:

Apply here:

Contact Center Manager job at CARE International in Jordan in Amman, Jordan (akhtaboot.com)