Position Title: Call Center Coordinator
FHI 360 is a nonprofit human development organizationdedicated to improving
lives in lasting ways by advancing integrated, locallydriven solutions. Our
staff includes experts in Health, Education, Nutrition,Environment, Economic
Development, Civil Society, Gender, Youth, Research andTechnology– creating a
unique mix of capabilities to address today’sinterrelated development
challenges. FHI 360 serves more than 60 countries, all50 U.S. states and all
U.S. territories. We are currently seeking qualifiedcandidates for the position
of: Call Center Coordinator for the USAIDTuberculosis Private Sector Activity
in Indonesia.
JOB SUMMARY/DESCRIPTION
The Call Center Coordinator will support activitiesunder the USAID Tuberculosis
Private Sector Activity in Indonesia to improve DPPM implementation by leading
efforts to coordinate and manages a teamof Call Center Operator and plan a
strategy to ensures that the team complieswith the policies, procedures, and
target of the project. The Call CenterCoordinator is responsible for the
day-to-day operation of the call center,oversee the work of every member of the
team and assist them in resolving userinput, designing, and maintaining the
excellent workflow and improvingperformance and processes to better support the
user. Responsible for obtainingand reviewing call statistics on a daily,
weekly, monthly, quarterly, andannual basis that will be reported to the HIS
Specialist.
Location: Jakarta, Indonesia
DUTIES AND RESPONSIBILITIES
· Leading and managing a team of callcenter employees as they provide
support to entry data for the SITB users
· Designing excellent call centerexperience and workflow
· Overseeing the work of every employeeof in the team and assisting them
in resolving the users' input
· Maintainingcompliance with the team of the call center with policies,
procedures, andproject targets
· Guiding call center employees throughdifficult issues, or handling
issues that cannot be fielded by call centerstaff
· Ensuring call center employees areachieving desired service levels and
taking corrective action, as needed
· Preparing reports and analyzing callcenter data to improve processes,
ensure resources are properly allocated, andmaximize efficiency and user
satisfaction
· Makes appropriate notations anddocumentation and maintains updated user
input log report
· Provideother technical support as required
· Reportto the TBPS HIS Specialist
· Providefeedback to the PPM Technical Consultants and District Technical
Officers.
· Performother duties as assigned
REQUIRED QUALIFICATIONS
· Bachelor’sDegree in Management, Administration, Communication, Public
Health, or arelated field
· Minimum4 years of experience in the call center space and 2 years of
experience inmanaging the call center team
· Experiencein conceiving, planning, and executing call center
implementations
· Experiencein operating WhatsApp Customer Relationship Management
· Familiar with National TB Health InformationSystem (SITB) is a plus
· Proficiency with the necessarytechnology, including computers, software
applications, phone systems, etc
· Have a polite and professional communicationstyle and strong
interpersonal skills
· Problem solving skills and problemanalysis
· Understanding of privacy issues andability to maintain strict user
confidentiality
· Knowledge/experience of TB issues,policies, procedures are a plus.
· Fluencyin written and spoken Bahasa and high proficiency in English
Preferred Qualifications:
· Indonesiannational
· Experiencewith call center service at national level
Interested candidates please submit your application toFHI 360 career portal
below by the latest September 20, 2021
https://fhi.wd1.myworkdayjobs.com/FHI_360_External_Career_Portal/job/Jakarta-Indonesia/Call-Center-Coordinator_Requisition-2021201738
