Job description

CTG overview

CTG was established in 2006, almost 20 years ago, in Afghanistan. We currently operate in 35 countries and have approximately 11,500 staff members committed to good!

But do you know who we are? And what do we do?

We provide tailored Human Resources and Staffing Solutions that support critical global initiatives across Humanitarian and Development sectors, and are now strategically foraying into new industries, including Construction, Energy, and IT, with a focus on high-risk regions.

Here’s a list of services we offer:
•Staffing solutions and HR management services
•Monitoring and evaluation
•Fleet management and logistics
•Facilities management
•Sustainability and Communications Advisory
•Election monitoring and observation
•IT professional services
•Medical assistance

Visit www.ctg.org to find out more.

Overview of position

The Polio Eradication Initiative (PEI) Call Centre facilitates community listening, feedback loops, community education and awareness. The call center provides a platform for telephonic queries and complaints about polio eradication to be addressed timely. Call Center Agents will play a vital role in supporting the Polio Eradication Initiative (PEI) by managing incoming and outgoing calls responding to community inquiries, providing information on the benefits of polio vaccination and supporting campaign monitoring, tracking vaccination teams and remote surveys. In addition to call handling, agents will be responsible for documenting caller’s feedback in the call center CRM ensuring timely and accurate data entry. Their daily presence at the call center allows for real-time documentation, immediate escalation of issues, and efficient coordination with the relevant teams to strengthen campaign monitoring and response.

Role objectives

Key tasks:

• The Call Center Agent serves under direct supervision of the Call Center Supervisor & Data Analyst 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. 

Deliverables: 

• Calls are answered with accurate information related to polio vaccination.

• All calls are recorded, and the databases are maintained.

• A telephonic survey is conducted and recorded in the standard format.

• Monthly reports are prepared and submitted to the supervisor. 

Project reporting

The call agent serves under the direct supervision of the 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. 

Key competencies

• 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.

Team management

This role has no team management responsibility.

Further information

Qualified female candidates are encouraged to apply for this role.

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.

---