Call Center Manager Jobs at Uganda Child Rights NGO Network

Job Title: Call Center Manager

Employer: Uganda Child Rights NGO Network
Duty Station: Kampala, Uganda
Application Deadline: 26th August, 2013

Duties and Responsibilities:
• Ensure quality services are offered to children and other users of the helpline service
• Work closely with the Senior Probation and Social Welfare Officer and the District Probation and Social Welfare Officers to coordinate the day-to-day activities of the call centre.
• Support, supervise and manage call center staff  ensuring periodic training, induction, professional supervision and appraisals including identifying training needs and planning training sessions;
• Support the Senior Probation and Social Welfare Officer to coordinate daily case management, and ensure appropriate referral of cases to the network of partners is undertaken.
• Act as the liaison person for Child Helpline and its referral partners as well participating in partnership and network meetings, events, etc to enhance linkages and working relationships
• Maintain an effective call centre data base and continuously updated referral directory both at the national and district Action centers for ease in case management.
• Compile monthly/quarterly and other periodic reports on program activities related to the call center in consultation with the Senior Probation and Social Welfare Officer and provide data on request.
• Support work with the identification of new opportunities for further growth of the helpline particularly where ICT innovations are concerned.
• Support the generation of child helpline data to inform policy, program design advocacy campaigns.
• Maintain professional and technical knowledge by tracking emerging trends in call center operations management; establishing personal networks and benchmarking state-of-the-art practice.
• As part of the program team, contribute to the overall design, planning, implementation and monitoring of project activities aimed to achieve organizational goals and objectives.
• Any other duties and tasks assigned by the supervisor.

Qualifications, Skills and Experience:
• The applicant should hold a degree in either Counselling and Guidance, Community Psychology, Education, Social Work and Social   Administration, Sociology, community Based Rehabilitation or Adult and Community Education. A Post-graduate Diploma or Masters in any of the above disciplines.
• People Management Skills
• Ability to build effective relations with diverse people.
• Excellent networking skills and ability to work with a wide range of partners
• Time management skills and ability to work under pressure
• Excellent report writing skills
• Knowledge and interest of development issues, particularly in relation to children
• Knowledge of local laws relating to children’s rights and issue
• Five or more years of relevant working experience
• Experience in counseling and case management in the context of Child Protection
• Experience in Project management
• Experience in partnerships building and fundraising will be an added advantage
• Behavioural competencies
• Good command of English  Language
• Excellent organization skills, self-driven and results oriented
• Positive outlook and a clear focus
• A natural forward planner who critically assesses own performance
• A strong and innovative team player.

How to Apply:
All candidates should send a detailed CV and cover letter to the provided email address . You must state on the subject like clearly Ref: Application For Post Of (Your Preferred Vacancy)
Addressed to;
The Team Leader
Uganda child helpline
P.o.box 10293 Kampala, Uganda