Developement Jobs
Childline Contact Officers/ Contact Supervisors - Chennai and Kolkata
Position: CHILDLINE Contact Officers (CCOs) and CHILDLINE Contact Supervisors (CCSs)
Function /Division:CHILDLINE Contact Centre, CHILDLINE India Foundation Reporting to: CCC Operations Manager, CHILDLINE Contact Centre Location: Ambattur (Chennai) and Salt Lake (Kolkata) Job Email Id: careers@childlineindia.org.in The CHILDLINE Contact Centre (CCC) is a 24 hour voice response facility of CHILDLINE run out of a modern Business Processes Outsourcing operating out of Mumbai, the CCC is catering to cities to support the CHILDLINE network. CCC is poised to grow to cover all regions and will immediately have centres in Chennai, Kolkata. Telecom & IT technologies are integrated to provide script based voice response to calls on 1098, connect to CHILDLINE Partners to facilitate interventions, record calls, generate database. CCC answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level. No. of Position: Several positions Candidate must be: •Female/Male • Graduates/Post Graduates from any stream preferably with Bachelors in Social Work/ Masters in Social Work with professional experience and MA Counselling/Psychology/Sociology with relevant experience. • For CCOs freshers can also apply. • Possess strong verbal and written communication skills with a proficiency in English and the local languages and have knowledge of basic computer applications. • Passionate about the cause of children and an open attitude to learning • Willing to work in shifts (Day/Night). Only residents of Chennai living within a reasonable radius from Ambattur (outer limits: Pakkam, Aerodam, Thirumazhisai, Thoraipakkam, Neelangarai, Ennore) can apply. Only residents of Kolkata living within a 30 Kms radius from Salt lake can apply. Candidates from outside these places will not be considered. Job Responsibilities: CHILDLINE Contact Supervisor: •The CHILDLINE Contact Supervisor shall be responsible for the daily running and supervision of the centre through the effective use of resources and will report to the Operations Manager •The CHILDLINE Contact Supervisor shall possess skills to effectively lead by example and demonstrate. •The CHILDLINE Contact Supervisor shall lead and motivate team S/he shall: 1.Monitor queue and track inbound calls. Keep agents aware of inbound calls, call waiting, abandonment rate, etc. 2.Manage a team of CHILDLINE Contact Officers (CCOs) 3.Responsible for the team overall performance; motivate and encourage agents through positive communication and feedback 4.Take calls that agents can't handle (call escalation) and be available when an agent appears to need assistance 5.Conduct weekly meetings with team and report to management 6.Collect, Compile and present the data to the Operation Manager at the conclusion of each week, events of past week, monitoring checklists and a written performance summary of the team CHILDLINE Contact Officers (CCO) answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level. CHILDLINE Contact Officer have the opportunity to grow within the CCC as well as grow in our Services teams depending on qualifications, experience and aptitude. CCOs are trained for voice response management, case documentation and promising candidates would also be given advanced level training on basic tele-counselling. Job Responsibilities: 1.CHILDLINE Contact Officer shall attend incoming 1098 calls at CCC and make outgoing calls to CHILDLINE Intervention Units (IUs), whenever intervention is required. 2.CHILDLINE Contact Officer shall follow up with IUs for case documentation and for reports on cases received by them during their routine outreach activities. 3.CHILDLINE Contact Officer shall perform all assignments as assigned by CCC Operations Manager 4.CHILDLINE Contact Officer shall be with a pleasant disposition: a clear and mature voice and a strong desire to be a part of the child protection sector. 5.CHILDLINE Contact Officers shall be fluent in any of these languages: Bengali, Oriya, Assamese, Manipuri and other North-East languages. Hindi and English are necessary. Skills/Qualifications: Good understanding of Child Rights and Child Protection sector and sensitive to Child Rights and related issues. Phone Skills, Listening, Verbal Communication, Data Entry Skills, Multi-tasking. Interested candidates should mention the position in the subject line (Position of CHILDLINE Contact Officers (CCO)/ CHILDLINE Contact Supervisors (CCS), CCC) and email their detailed resume to careers@childlineindia.org.in latest by : For Chennai: by 20th July 2014 For Kolkata: by 20th August 2014 Only candidates shortlisted for interviews will be contacted. No emails/ phone calls/ faxes please. CHILDLINE India Foundation is an equal opportunity employer. .................. 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~ ngoportal Last date 20/07/14 & 20/08/14
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