Protection Helpline Coordinator
Responsibilities
1. Oversee the helpline operations through the day-to-day operations of the helpline services. 40% of the time
Provide and update the correct procedures for helpline operators to be followed and routinely give directions to operators on how to respond to callers and how to improve the quality of this response.
Follow up on missed calls to ensure at least 95% of the helpline can be reached.
Resolves any routine technical issues and communicates complex issues based on priority to the line manager.
Refers any urgent caller to the relevant CARE department and ensures that the caller is connected to the hotspot.
Support the operator when he needs assistance in dealing with customer concerns.
- We make sure that the system is flawless and follow up on problems with the operator, vendor, and software.
Maintain up-to-date knowledge of research, policies, procedures, and standards and have in-depth knowledge of relevant legislation and guidelines for the provision of all external services to families and individuals.