Purpose: The Nal’ibali Trust is a national reading-for-enjoyment campaign that seeks to spark and sustain a culture of reading. Since 2012, Nal’ibali has trained adults to launch and run reading clubs for children.
Nal’ibali has an outbound project-based call centre that conducts support and check-in calls, data verification calls, and phone-based research surveys. It also supports various Nal’ibali departments and the wider Nal’ibali network as various needs arise. Its mandate is to understand, grow, and strengthen support to Nal’ibali’s national network of reading clubs and literacy activists.
Nal’ibali seeks a Call Centre Project Manager who will be responsible for:
o Participating in design of call monitoring formats and quality standards.
o Performing call monitoring and providing trend data to management team.
o Monitoring and ensuring quality of the Nal’ibali info inbox email responses.
o Coordinating and facilitating call calibration sessions for call center staff.
o Ensuring quality and integrity of data captured and data capturing process through data management system.
o Compiling and tracking performance at team and individual level.
o Providing feedback and coaching to all call centre agents.
o Assisting the Nal’ibali M&E specialist and research team leader to scope tasks, prepare call scripts, and set appropriate targets.
o Supporting the call centre to contribute to project design and Nal’ibali’s broader research agenda.
o Making calls and capturing data.
o Crafting project plans, scope, objectives & milestones into service level agreements (SLAs) for defined call centre projects.
o Crafting and executing a continuous risk management plan to ensure data quality and stakeholder engagement.
o Tracking the delivery of project plans in line with the scope & time parameters of the project.
o Ensuring projects are completed on time and to a high standard.
o Developing and maintaining productive working relationships with all stakeholders to achieve optimal project success.
o Ensuring an efficient, live system is in place to track calls made, outcomes and call backs.
o Daily management of call centre agents, reviewing progress against targets, setting daily and weekly workplans, and holding the team to a high-performance standard.
o Providing weekly updates to the M&E specialist and research team leader, and timeously escalating issues as needed.
o Troubleshooting and proactively problem solving as issues arise.
o Meeting Service Level Agreements (SLAs).
o Conducting performance appraisals & 1:1 feedback sessions
o Building the project team, including resource recruitment, coaching & development.
o Handling disciplinary processes in line with HR standards.
o Training call centre agents to carry out the calls and data entry correctly and efficiently.
o Minimum 2 years’ experience as a team leader with a call centre and/or conducting phone-based surveys/research.
o Track record of proven project management experience, and proven ability to drive projects proactively and independently with minimal supervision.
o Track record of line management experience, with proven ability to develop capacity of team members and hold team members to a high level of performance and accountability.
o Focused, efficient person, able to meet deadlines in a fast-paced environment.
o Relevant tertiary qualification.
This position is based in Johannesburg.
To apply, please submit your CV and a letter of motivation to firstname.lastname@example.org by Friday 30 Nov 2018.