Several Call Center Supervisor Jobs at Uganda Child Rights NGO Network

Organisation: Uganda Child
Rights NGO Network
Duty Station: Kampala,
Reports To:
Centre Manager
Job Summary: The Team
Leading Counselor/ supervisor  supports the Call Centre Manager in
mentoring Counselors on the floor, report production, data analysis, regular
appraisal of counselors’ performance through quality assessment/coaching and
case follow-up.
Key Duties and Responsibilities:
  • Ensure all critical cases are followed up
    within 48hrs and written updates provided promptly
  • Prepare and manage case summaries for
    further follow up of pending cases 
  • Keep record of all closed cases with
    detailed history of the same
  • Specifically the call center manager will
    execute the following duties
  • Prepare weekly, monthly and other periodic
    helpline statistics with in depth analysis
  • Produce initial monthly, quarterly and
    other periodic reports for the call centre manager
  • Ensure cases reported through online chat,
    texts, emails and social media like Facebook and “speak-out boxes” are
  • Produce initial drafts of the work
    schedule and monitoring the attendance sheet on a daily basis while noting
    errant counselors for disciplinary action
  • Ensure that all equipment is working
    (before shift starts) – computers, headphones, eyebeam, portal etc.
  • Clean-up cases in the CRM and ensure call
    documentation is correctly done 
  • Support in the continuous quality
    assessment and coaching of the counselors through sampling calls for each
    counselor to listen and check case documentation while recommending areas
    of improvement
  • Prepare and submit periodic coaching
    reports to the call center manager for each key performance area assessed
    for each counselor
  • Assist in planning for training, based on
    the needs identified during the coaching and assessment
  • Be responsible for team members in the
    shift (whether day or night according to the prepared work schedule)
  • Support in case follow-up which includes
    accompanying the children officers for social enquiries and rescue
    missions and offer one-on-one counseling services as need arises. 
Qualifications, Skills and
  • The applicant should hold a Degree in
    either Guidance and Community Counseling, Psychology, Education,
    Sociology, Social Work and Social Administration, Adult and Community
    Education or Community Based Rehabilitation.
  • Must have worked consistently as a
    professional counsellor for at least three years.
  • Knowledge and interest in Child Protection
  • Good knowledge of basic computer
  • Good report writing skills
  • Excellent communication skills
  • Knowledge and involvement in client
    support through the telephone is an added advantage
  • Good command of English and any of the
    local language
  • A strong and innovative team player.
  • Good time management and ability to work
    under pressure
  • Demonstrated maturity (i.e. good
    interpersonal skills, reliable and resolves conflicts amicably)
  • Intrinsic motivation and ability to work
    with minimal supervision
  • Good leadership skills
How to Apply:
All candidates should send a detailed CV and cover letter to the
following email addresses i.e . You
must state on the subject like clearly REF: APPLICATION FOR POST OF (YOUR
Addressed to;
The Team Leader
P.O.BOX 10293 Kampala, Uganda
Deadline: 26th August, 2013
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