Job Description

JOB SUMMARY:

The COVID project for Ministry of Innovation and Technology (MINT) is implemented in partnership with Mastercard Foundation. Target Business Consultants plc is the fund manager for the COVID project. The project is looking for an outstanding Call Center Operator with a proven-track of record in call center operator. The Call Center Operator work closely with the COVID-19 response data driven health informatics portal & rapid response stakeholders. In addition, it will oversee daily activities of other call center operators and reply to calls that come through the hotline to the call center in one of the three 8hrs shifts with in the day/ night.

Job Responsibility

• Work closely with the COVID-19 Response Data Driven Health Informatics Portal & Rapid Response Centre team
• Assist the stakeholders to design short message service friendly messages and surveys
• Schedule outgoing messages, alerts and notifications through the platform
• Support the management team on project related activities
• Oversee daily activities of other call center operators and reply to calls that come through the hotline to the call center in one of the three 8hrs shifts with in the day/ night
• Assist the requirements and test engineer to smoothly engage with stakeholders during the requirements and data collection phase of the project
• Coordinate with stakeholders in regions to book supervision calendars and facilitate issues related to logistics
• Closely work with stakeholders who own content and ensure regular updates to the content
• Assist in the terms of reference preparation for the content translation work and continuously engage with translator to ensure timely delivery of translations
• Engage with regional contact persons to validate translations before they are published
• Assist in the process of training delivery in Addis Ababa and regions
• Manage the awareness creation campaign activities in coordination with other stakeholders
• Identify additional approaches to create awareness 
• Plan and organize media placements on radio stations, TV channels and other electronic and social medias
• Moderate the question and answer using the helpdesk module of the Data Driven Health Informatics Portal & Rapid Response platform
• Work with the relevant stakeholders, such as Ethio telecom to identify/resolve less technical issues related to the call center
• Report major issues to the management team
• Analyze the automated helpdesk results and the overall call center performance and report to the Senior Project Manager
• Devise mechanisms to collect feedback from end-users and compile reports with recommended actions
•  Keep the call center team informed of news, changes, project deliverables, expected outcomes and goals
•  Answer call center operator's questions, guiding them through difficult calls or issues, or handling issues that cannot be fielded by call center operators
• Facilitate communications and report requirements with various departments at EPHI and MoH

Job Requirements

Education/Training

• Minimum Bachelor degree in Computer Science, Information Systems, Public Health, EM Masters/ B. Sc Nurse or GP, Sociology, Linguistic or other related fields

Experience

•  At least 5 years of experience in data collection, entry, analytics and communication
• Strong analytical skills with ability to breakdown complex issues and presentation in a simple manner
• Proven experience in building and maintaining good work relationships with team members and stakeholders
• Excellent follow-up skills and attention to detail
• Demonstrated strong service and oral and written communication skills
• Proficient in Microsoft Suite, call center and web-based applications use
• Excellent time management skills
• Experience working on training and workshops coordination
• Experience in awareness creation, branding, marketing and good work relation with medias
• Good track record of assisting programs and projects

 Preferred Qualifications

• Experience working on ICT, Call Center, IVR/SMS technologies, and web applications related projects
• Experience as help desk technician, coordinator, coach and/or other customer support/training related roles
• Experience in digital marketing, web content authoring, editorial, short message preparation and communications in various fields

How to Apply

Interested applicants should send non-returnable C.V., application letter outlining how their experience and education fit this vacancy in the email address  hr@targetethiopia.com  

• Your application letter/cover letter must include the following information.
• Name of the position you have applied for
• Summary of your qualifications and experience
• Motivation/objective of why you have applied for the job
• Please include at least 3 references from current and former supervisors
• Please note that no need to submit your supporting document at this stage.
• Only short-listed candidates will be contacted.