Ministry Of Gender, Children And Social Protection Recruitment 2017

Posted on :

27 Jun, 2017

Category :

Customer care Jobs in Ghana

This request for expressions of interest follows the general procurement notice for this Project that appeared in the 18th and 20th November 2010 edition of the Daily Graphic and Ghanaian Times respectively, the UN Development Business and dgMarket.

The government of Ghana through the Ministry of Gender, Children and Social Protection and the Ministry of Local Government and Rural Development (MLGRD) is implementing the US$138.6 million World Bank funded Ghana Social Opportunities Project (GSOP).

The Project Development Objective (PDO): Improve targeting of social protection programs and provide income support to poor households through LEAP grants and LIPW infrastructure in targeted districts. The project has four components namely:

Social Protection Policy and Systems Strengthening.
LIPW Implementation and Capacity Building;
LEAP implementation and Capacity Building;
Project Management and Coordination.

The implementation duration is 2010­2018. Whilst the Ministry of Local Government and Rural Development(MLGRD) – is responsible for the Public Works component that of Gender, Children and Social Protection (MoGCSP) is responsible for the Cash Transfer programme. (LEAP), GNHR and other activities related to strengthening SP delivery.

Detailed description of component1 under the project and its processes can be obtained from the website: www.gnhr.gov.gh

To strengthen the Social Protection Directorate of the Ministry of Gender, Children and Social Protection, the MoGCSP intends to recruit Suitable Qualified Ghanaian Nationals to occupy the positions of a Call Centre Officer and Programme Officer.

Job Description

Job Title: Call Center Officer

Background and Objectives of the Assignments

As part of efforts to increase coordination among Social Protection (SP) programmes, the Social Protection Single Window Citizens Service is being
established under the auspices of the Ministry of Gender, Children and Social Protection (MOGCSP). The single window service is a system that is
designed to provide a single entry point for the major SP programmes, to enable citizens to file complaints, register for services, make inquiries, or update information on their households on the database.

A key pillar of the single window system will be a Call Centre which comprises of an Integrated Grievance Redressed System providing a single
platform for citizens to log, monitor and escalate their grievances, as well as to disseminate relevant information on behalf of the major SP programmes.

The Call Centre will serve as one of the entry points for citizens who require SP services. Call Centre agents will deal with issues they are equipped to address while routing others to the relevant programmes for redress.

Key Responsibilities
The Officer will be responsible for:

Creating, validating and updating the scripts for real­time citizen interaction usage, Prepare the Standard Operating Procedures (SOP) for various call types received through various channels and for each service to be delivered from the contact centre and Develop the key performance indicators (KPIs) for the Call center.

Prepare the Standard Operating Procedures (SOP) for various call types received through various channels and for each service to be delivered from the contact centre and Develop the key performance indicators (KPIs) for the Call center.

Ensuring that agents have the knowledge and skills to answer customers’ inquiries, requests for support or problems quickly and effectively.

He is also responsible for ensuring that issues that cannot be resolved at the center are escalated to the relevant authorities and necessary feedback given to customers.

Training, managing and monitoring agents so that they have the skills and knowledge to meet customer service and MOGCSP objectives. S/he will be responsible for assessing agents’ performance and recommending further training where necessary. The Officer must ensure that the agents are

S/he will be responsible for assessing agents’ performance and recommending further training where necessary. The Officer must ensure that the agents are

The Officer must ensure that the agents are conversant with the mandate, programmes and activities of all MOGCSP units and departments.

Assesses individual and team performance on a regular basis and provides candid, professional and timely feedback regarding developmental and
training needs; including completion of monthly and annual scorecards.

Monitor queue and track inbound calls. Keep agents aware of inbound calls, calls waiting, abandonment rate, etc.

Preparing periodic reports for the Ministry and its agencies on the various issues dealt with by the Call Centre.

Coordinating the work of all participating SP Program to ensure complaints received are resolved.

Oversee the complaints database, and ensure that complaints are reviewed and classified as per the agreed upon procedures on a routine basis.

Leverages the resource available to resolve call inquiries and escalations by identifying the issue, obtaining applicable information, performing root cause analysis and acting upon the solution while providing clear and consistent communication throughout the process.

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Ensuring the database is updated to track resolution of cases, and follow-up with key stakeholders where there are delays or problems.

Follow up with relevant stakeholders (including the SP Secretariat, Case Management Officers, Relevant Committees etc.) to ensure complaints are
resolved and redressed.

Support in communicating outcomes of cases to complainants as appropriate

Preparing reports at national level for grievance redress and information clarification/queries on a monthly/quarterly basis and report to Social
Protection Directorate any outstanding problems or issues.

Support and lead coordination on ICT interventions, including mobile platforms. Liaise with technical experts and IT as required.

Ensure proper field support.

Develop and maintain strong collaborative relationships with Social Programs and Grievance Redress Structures nationally to maintain excellent lines of communication

Duration of Assignments
The Contracts will last for nine (9) months – September 1, 2017 – May 31, 2018.

Required Skills or Experience

Bachelor’s degree in Business Administration or related field.

Minimum of five years’ experience in any kind of call center environment at a lead or supervisory capacity

Demonstrate an appreciable understanding of customer service

Ability to effectively and professionally communicate with persons of all backgrounds.

Knowledgeable in professional call handling procedures and techniques

Capable of training phone agents on proper phone system use and call handling techniques

Able to write phone scripts for messages, voicemail systems and auto­attendants for phone systems

Able to recognize call flow problems and recommend solutions

Knowledge of automated call distribution (ACD) systems

Experience with call center terminology

How to Apply

Applicable guidelines for selection

Candidates will be selected in accordance with the procedures set out in the World Bank’s Guidelines. “Guidelines: Selection and
Employment of Consultants under IBRD Loans and IDA Credits and Grants by World Bank Borrowers” dated January 2011, revised
July 2014 and the provisions stipulated in the Legal Agreement; and (iii) “Guidelines on Preventing and Combating Fraud and
Corruption in Projects Financed by IBRD Loans and IDA Credits and Grants”, dated October 15, 2006, as revised in January 2011
and the provisions stipulated in the Legal Agreement.

Submission of Applications

The Ministry of Gender, Children and Social Protection now invites individuals to submit applications with CVs marked “SPD/MoGCSP APPLICATIONS”, to the address indicated below (hand delivery) and e­mail to [email protected] and copied to [email protected] by 1700 hrs on June 26, 2017.

The Chief Director Ministry of Gender, Children and Social Protection
(MoGCSP) P.O.Box MBO 186. Ministries, Accra, Ghana Tel: 0302631108/0302631107 e­mail address:[email protected]

Submission from candidates will be evaluated from which they would be shortlisted for interviews and the most suitable recommended for the assignments.

Further enquiries on this advert, contact the Director, Social Protection Directorate/ Ministry of Gender Children and Social Protection,Tel: 0208164680


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