Contact Center and Digital Engagement Lead

Under the direction of the Deputy Director, Marketing and Client Experience, the Contact Center and Digital Engagement Lead leads the operations of MSI Ethiopia Reproductive Choices’ national contact center. The role ensures high-quality client interactions, oversee digital engagement, and drives performance to support access to Sexual and Reproductive Health (SRH) and maternity care services. The role oversees voice and digital chat interactions, ensure optimize workflows, and maintain performance metrics including call answer rate, referral and conversion rates. The lead trains, coaches, and motivates contact center staffs, monitors service quality, manages data accuracy, and collaborates with MSI teams to achieve key performance indicators (KPIs).

Duties and Tasks

Team Leadership and Performance Management

• Overseas daily operations of the contact center to deliver exceptional client service, ensuring achieving set targets for call answer rate, client referral and referral conversion rate.
• Track call flow, call answer rate, referral rate and conversion rate and implement strategies to improve performance.
• Oversee quality of voice and digital interaction, monitor quality of data recording and provide needful support to the team to drive client engagement.
• Develops and implements training programs (e.g., on-the-job coaching, workshops) to enhance staff skills in client communication, SRH knowledge, and CRM system usage.
• Conducts monthly performance appraisals for team members, using call quality scores and client feedback to provide constructive feedback on strengths and areas for improvement.
• Sets and monitors individual and team KPIs, including call volume, call answer rate, referral targets, and conversion rates, providing actionable plans to address performance gaps.
• Recruits, inducts, and onboards new contact center staff, ensuring alignment with MSI’s mission and values.
• Organizes weekly staff schedules and shifts to maintain efficient service delivery for call interaction and digital interaction.
• Fosters a collaborative and inclusive team environment, promoting diversity and cultural sensitivity in client interactions.

Digital Client Engagement

• Manages client interactions on digital platforms (e.g., Telegram, WhatsApp, Facebook, Instagram. TikTok), ensuring responses to inquiries within 2 hours during operational hours.
• Oversees accurate data capture for digital engagements using MSI data capturing system tracking metrics such as response time and client satisfaction.
• Collaboratively work with the marketing team to align digital engagement strategies with MSI Ethiopia’s SRH and maternity care campaigns.

Administration and Reporting

• Compiles and submits monthly contact center performance reports to the Deputy Director, detailing call volumes, wait times, referral conversions, and client satisfaction metrics.
• Analyzes weekly wait time reports and requests additional service slots from MSI centers to reduce client wait times.
• Manages initial client complaints, cases needing escalation ensure reporting to the Deputy Director and to MSI Ethiopia compliant referral teams within 24 hours, using the designed system for reporting.
• Collaborates with MSI center leadership and receptionists to track and improve referral conversion rates, ensuring seamless client handoffs.
• Coordinates with IT and support teams to ensure timely technical support for contact center systems.

Additional Responsibilities

Handles calls and client inquiries as needed during peak periods or staff shortages.

Attends monthly technical unit meetings and represents the contact center in cross-functional discussions.

Contributes to contact center projects, such as process improvements or system upgrades, as assigned by the Country Management Team.

3. Person Specification

A. Qualifications and Experience

Education:

• Bachelor’s degree in health sciences, Business Administration, Communications, or a related field. A master’s degree (e.g., MPH, MBA) is an advantage.

Experience:

• • Minimum of 4 years (with Master’s) or 6 years (with Bachelor’s) in contact center management, customer service, or healthcare administration.
  • At least 2 years of experience supervising or leading a team in a client-facing environment.
  • Proven experience in handling high-volume telephone and digital client interactions.
  • Familiarity with SRH or healthcare services is preferred.

B. Skills, Attitudes, and Attributes

• Strong leadership and team management skills, with the ability to motivate and coach diverse teams.
• Proficient in CRM software (e.g., Salesforce, Zendesk), Microsoft Office (Word, Excel), and telephony systems.
• Excellent communication skills, with the ability to convey complex SRH information clearly and empathetically over the phone and in person.
• Proven ability to handle difficult situations and de-escalate client complaints with professionalism.
• Strong analytical skills to track and interpret KPIs, such as call answer rates and referral conversions.
• Ability to work independently with minimal supervision and manage multiple priorities in a fast-paced environment.
• Commitment to MSI’s mission of improving access to SRH and maternity care services for diverse communities.
• Fluency in English and at least one local language (Amharic, Tigrigna, or Afaan Oromo). Proficiency in additional local languages is an advantage.

4. Work Environment

• The role involves collaboration with MSI Ethiopia centers, IT, and marketing teams to ensure seamless client experiences.