Call Center Agent

Job description

CTG overview

CTG staff and support humanitarian projects in fragile and conflict-affected countries around the world, providing a rapid and cost-effective service for development and humanitarian missions.

CTG recruits, deploys and manages the right people with the right skills to implement humanitarian and development projects. Key to successful project delivery is the ability to mobilize at speed; CTG can source and deploy anyone, anywhere, in very high pace.

Visit www.ctg.org to find out more.

Overview of position

The Call Centre at the National Emergency Operation Centre (NEOC) facilitates community listening, feedback loops, community education and awareness. This Call center will provide platform for telephonic queries and complaints about polio eradication to be addressed timely. Likewise, it will deliver accurate information about the benefits of vaccines for polio and other vaccine-preventable diseases to the target audiences through telephone effective conversation, text, and voice messages to promote their acceptance in the community.

Role objectives

Call Agent: The call agent serves under direct supervision of National EOC Call Center Supervisor to properly answer the inbound calls and conduct outbound calls to target audiences to promote vaccine acceptance, conduct phone surveys and remote monitoring in hard-to-reach areas for the polio campaign monitors.

• Respond to incoming calls and maintain a database of all calls on prescribed format.

• Record details of comments, inquiries, complaints and take action accordingly.

• Conduct out-going calls in the polio high risk areas to promote vaccine acceptance and increases community awareness

• Prepare list of action-oriented items as per the calls received and dialed.

• Conduct telephonic surveys and enter data and information from calls into database.

• Organize, prepare, sort, and maintain data entry documents and share with the call center supervisor

• Prepare and submit monthly activity report to call center supervisor

• Any other tasks as assigned by the supervisor.

Project reporting

N/A

Key competencies

N/A

Team management

N/A

Further information

Minimum Qualification and Experience:

• Bachelor's degree computer science, IT, public health, information management, social science.

• At least 1-2 years of experience in a similar role, preferably in a call center environment.

• Excellent communication skills in both local languages (Pashto and Dari)

• Basic computer skills, including proficiency in Microsoft Office 

Disclaimer:
· At no stage of the recruitment process will CTG ask candidates for a fee. This includes during the application stage, interview, assessment and training.
· CTG has a zero tolerance to Sexual Exploitation and Abuse (SEA) which is outlined in its Code of Conduct. Protection from SEA is everyone’s responsibility
· CTG encourages all candidates applying for this advertisement to ensure that their candidate profile is up to date with up to date experience / education / contact details, as this will help you being considered further in your application for this role.