Job Title: Call Centre Manager (HMIS Specialist)
Organisation: Ministry of Health (MoH)
Funding Source: United States Centers for Disease Control and
Prevention (CDC)
Prevention (CDC)
Duty Station: Kampala, Uganda
Reports to: Assistant Commissioner E- Health
About CDC MoH Project:
The Ministry of Health (MoH) has
received funds to support a five-year Cooperative Agreement; (CoAg) with the
United States Centers for Disease Control and Prevention (CDC). The Cooperative
Agreement will support HIV prevention, care and treatment, policy development,
strategic information and the current National Laboratory Strategic Plan. The
MOH intends to use some of the resources under this assistance to support
several technical positions in support of the AIDS Control Program (ACP),
Central Public National-TB and Leprosy Program (NTLP) and other Cross-cutting
Health Systems Strengthening efforts at MoH to execute the central function of
policy formulation and monitoring implementation.
received funds to support a five-year Cooperative Agreement; (CoAg) with the
United States Centers for Disease Control and Prevention (CDC). The Cooperative
Agreement will support HIV prevention, care and treatment, policy development,
strategic information and the current National Laboratory Strategic Plan. The
MOH intends to use some of the resources under this assistance to support
several technical positions in support of the AIDS Control Program (ACP),
Central Public National-TB and Leprosy Program (NTLP) and other Cross-cutting
Health Systems Strengthening efforts at MoH to execute the central function of
policy formulation and monitoring implementation.
Job Summary: The Call Centre Manager will steer, guide, manage and
develop, cost effective, performance measured and pro-active Call Management
Service for the CDC Ministry of Health project.
develop, cost effective, performance measured and pro-active Call Management
Service for the CDC Ministry of Health project.
Key Duties and Responsibilities:
- Developing
and implementing call center policies, procedures and service standards - Steering the
activities of the call center operators on day to day basis as well as
ensuring the proper functioning of the call center - Determining
work procedures, prepares work schedules, and expedites workflow to meet
demand - Building capacity
of all the call center operators - Rigorously
tracking call volume, reporting discrepancies and areas that need
improvement - Drafting
monthly reports on the hotline performance - Identifying
process and procedural issues that are barriers to meeting demand and
achieving a quality service - Staying updated
with the health care delivery policy framework, guidelines and standards - Ensuring
high level of confidentiality and ethical conduct as mandated by the
organization - Monitoring,
diagnosing and projecting the demand/call trends in order to ensure the
necessary planning and development of the function continues to meet the
desired objectives - Charged
with the development, delivery and analysis of appropriate management
information in order to inform decision making and planning to deliver
optimum performance. - Collecting
the toll free line success stories and lessons learned - Regularly
consult with service users both internal and external in order to respond
to service needs and ensure continuous improvements - Promoting
the demand management function to raise public awareness of appropriate means
of contact to the Ministry - Developing
and maintaining links both locally and nationally to foster closer waiting
relationships with Implementing Partners and Local Communities - Providing
professional/specialist advice and guidance to Clients - Collecting
data through soliciting client feedback and analyses this data that helps
in making evidence-based decision for behavior change communication
Qualifications, Skills and Experience:
- The Call Centre
Manager should ideally possess an Honours Degree in Biostatistics, IT,
ICT, Statistics or related discipline from a recognized University or
Institution. - Possess three
or more years’ working experience in HMIS or related field at national,
regional or district level. - Excellent
Problem Solving skills - High Teamwork
and Interpersonal skills - Good
customer care skills - Be a good
listener with good oral Communication skills - Exhibit
high work performance consistently at work and always on time - Good
working knowledge and exposure to Microsoft Word, Excel, Outlook and
specialist software packages including call management systems
How to Apply:
All suitably qualified and interested
candidates are required to send their applications in triplicate on Public
Service Form 3 (PSF 3) (Revised 2008), Download Here. All complete
applications should be delivered in person to the address below;
candidates are required to send their applications in triplicate on Public
Service Form 3 (PSF 3) (Revised 2008), Download Here. All complete
applications should be delivered in person to the address below;
The Secretary
Health Service Commission,
Plot 1, Pilkington Road,
Workers House, Third Floor, Kampala,
Uganda
Uganda
Deadline: 26th February,
2014 by 5pm
2014 by 5pm
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