Community Contact Centre Supervisor

PURPOSE

The Community Contact Centre (CCC) Supervisor is responsible for the activities and performance of the ICRC’s Community Contact Centre in Lebanon. S/he is the line manager of the CCC and is responsible for developing maintaining and updating the CCC Standard Operating Procedures (SOPs). S/he ensures that Operators receive regular briefings and operational updates to be able to handle calls, feel a sense of ownership in exchange with community contacts. S/he ensures compliance with the Accountability to Affected People (AAP) framework and with ICRC Code of Conduct policies, using guidance and support from management and communication manager. S/he analyses data and compiles written reporting on collected feedback for concerned departments and management

S/he designs and implements adequate methodologies, and frames responses to ad hoc requests for surveys, verification or other specific assessments from various internal departments. S/he provides regular reports and updates on the activities of the CCC and makes proposals for improvements.

Minimum required knowledge & experience

Bachelor degree in Political Sciences, Computer Sciences, Economic Sciences, Business Administration, Social Sciences, Community Development or relevant field or related subject;

At least 5 years’ previous work experience as call center supervisor or similar supervisory position;

Analytical reasoning, monitoring and reporting;

Setting, planning and implementing strategies;

Customer relationship management;

Needs assessment and Building capacity;

Knowledge of performance evaluation procedures;

Mastery of Microsoft office (Excel, Word, PowerPoint);

Experience in Microsoft Excel data analysis and understanding of customer service principles and practices;

Proven experience in Customer Relationship Management system (CRM); 

Experience in project management, report writing and presentation skills;

Experience with mapping and data visualization tools is an asset;

Excellent command (spoken and written) of English.

ACCOUNTABILITIES AND RESPONSIBILITIES

Supervision and daily management:

Designs and maintains the scope of the activities and propose an evolution plan;

Designs and maintains Standard Operating Procedures (SOPs) and oversee the day-to-day activities ensuring their application;

Monitors calls and requests volumes to ensure appropriate sizing of the cell and quality of response;

Ensures that timely and appropriate feedback is provided to callers by the operators in the team;

Helps to develop and maintain Operator call scripts;

Ensures that CCC Operators incorporate the information received in their responses to callers.

Case management:

Decides on the level of sensitivity of cases, ensures appropriate confidentiality and referring to relevant departments, provides support for timely follow-up.

Reporting:

Produces regular reports and analyses trends on CCC activities for the rest of the delegation;

Contributes to delegation analyses on the context, humanitarian needs, and opportunities to engage with affected people in Lebanon;

Remains available for field missions to become better acquainted with ICRC operations in Lebanon, follow up on specific cases and thematics, and, on occasion, participate in monitoring activities for ongoing projects.

People management:

Reports to the Communication Manager (Line Manger) in Beirut and Supervises the team of Operators;

Understands and supervises the Performance Management & Development (PMD) activities for CCC Operators under her/his supervision;

Organizes regular meetings within her/his team to ensure optimal coordination of the work and proper flow of information;

Plans and coordinates the annual leave of the team under her/his supervision ensuring continuity of the operations throughout the year and making sure that there are no outstanding holiday balances at the end of the year;

Coordinates and supports the team under their supervision in their personal development by coaching and advising them on internal and external training and development possibilities.