Call Center Manager job at Gender Division
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Vacancy title:
Call Center Manager

[ Type: FULL TIME , Industry: Public Administration, and Government , Category: Management ]

Jobs at:

Gender Division

Deadline of this Job:
Friday, June 28 2024 

Duty Station:
Within Zambia , Lusaka, South - Central Africa

Date Posted: Wednesday, June 19 2024, Base Salary: Not Disclosed

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Learn more about Gender Division
Gender Division jobs in Zambia


The Gender Division under Cabinet Office with support from the World Bank is implementing the Girls Education and Women's Empowerment and Livelihoods (GEWEL) Project. The Division is in the process of setting up a Gender Based Violence Call Center. A Gender Based Violence (GBV) toll- free line is important for GBV prevention and response. It serves as a confidential and accessible platform for individuals to report cases of GBV, sock counselling and support, and receive information about available services and resources.
In this regard the Government of Zambia is setting up a government operated GBV call Center. The Gender Division is mandated to coordinate GBV prevention and response and will therefore host the call Center and refer to the appropriate service providers. This will help strengthen the role of the Division in coordinating GBV response. Further, the GBV service directories and the dashboard will enable efficient referrals of cases and enhance GBV case management.
Applications are invited from suitably qualified and experienced candidates to fill the following positions under Gender Division, Cabinet Office (GEWEL PROJECT)

• Supervising Call Center staff, including training, mentoring, and evaluating their performance
• Ensuring that all calls, messages, and requests for support are responded to in a timely and compassionate manner.
• Developing and implementing policies, procedures, and protocols for the call Center d. Managing the Call Centre's database and ensuring accurate and confidential record keeping
• Collaborating with other organizations and agencies to provide referrals and support services to callers,
• Managing Call Centre's budget and resources.
• Developing and implementing quality assurance and improvements processes
• Representing the Call Center in community outreach, public education and awareness raising activities
• Ensuring compliance with all relevant laws, regulations, and standards
• Ensuring that all services are provided in a trauma informed and survivor-centred manner.

Qualifications and skills required
• Grade 12 Certificate with a relevant degree in Social Sciences, psychology, counselling, or related field. Master's will be an added advantage.

• At least 5 years of experience working with survivors of GBV in a crisis setting.

• Strong communication, active listening, crisis intervention, and problem-solving skills.

Personal qualities:
• Compassion, empathy, cultural sensitivity, non-judgmental attitude, and strong emotional resilience.
Additional requirements:
• Language proficiency in [specify necessary languages], computer literacy, and ability to work in a high-pressure environment

Work Hours: 8

Experience in Months: 60

Level of Education:
Bachelor Degree

Job application procedure

Interested candidates meeting the above requirements should submit application letters enclosing an updated CV and copies of academic and professional certificates not later than 28 June, 2024. Applications clearly indicating the positions can be submitted to: The Director, Human Resource and Administration, Cabinet Office, P.O Box 30208, Independence Avenue, Lusaka.

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Job Info
Job Category: Management jobs in Zambia
Job Type: Full-time
Deadline of this Job: 28 June 2024
Duty Station: Lusaka
Posted: 19-06-2024
No of Jobs: 1
Start Publishing: 19-06-2024
Stop Publishing (Put date of 2030): 19-06-2068
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