Call Center Manager 12 months project

Roles and Responsibilities:
a) Manage and oversee the work of all call centre team members:
Directly: Quality Assurance Officer, IT Officer, Team Leaders
Indirectly: Call Centre Operators
b) Coordinate with the Focal Points of MOSA programmes, external stakeholder and WFP on
information for operators through the Q&As to facilitate case resolution for the
responsiveness of the call centre.
c) Share daily statistical reports, with the general director (DG) of the Ministry of Social Affairs
(MoSA) or a designated representative, on the number and nature of calls handled at the call
centre (inbound, outbound, abandoned).
d) Submit daily narrative, with the DG of MoSA or designated representative, on both the broad
and critical issues coming up through the call centre.
e) Collect information from team leaders on daily basis and generate daily and weekly
operational reports on all staff planning and attendance, number of calls handled by the
different call centre operators and monitoring of average waiting time/ queuing duration.
f) Conduct refresher training for operators as required.
g) Collect information from the Quality Assurance officer and the team leaders and generate
reports on the performance and team interaction of call enter operators (including behaviour
and attitudes), and according to the report outcomes, plan necessary improvement actions.
h) Facilitate caller perception survey with a representative sample of the call centre users.
i) Handle and follow up on purchase orders initiated by the IT officer for IT goods and services,
ensuring timely and accurate procurement processes.
j) Oversee the procurement process, ensuring smooth, timely and accurate procurement processes,