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09/07 Surbhi
Manager - Recruitment at Strategic Alliance Management Services

Views:1044 Applications:59 Rec. Actions:Recruiter Actions:48

National Consultant - Call Centre Coordination - NGO (5-10 yrs)

Delhi NCR Job Code: 718764

1. POSITION VACANT : National Consultant- Call Centre Coordination (Nikshay Sampark), WHO-RNTCP Technical Support Network, Central TB Division, New Delhi (Two Vacancies)

2. ORGANIZATION BACKGROUND :


The World Health Organization (WHO) was established in 1948 as a specialized agency of the United Nations. The objective of WHO is the attainment by all peoples of the highest possible level of health. WHO's main function is to act as the directing and coordinating authority on international health work.


The WHO Country Office in India (WCO-India) provides wide-ranging policy inputs and technical assistance to the Ministry of Health & Family Welfare (MoHFW), in the area of health and health systems, to support a range of health initiatives that include National Rural Health Mission, Universal Coverage, Polio Surveillance, TB Control, HIV/AIDS, Roll Back Malaria, Tobacco Free Initiative, Health Financing, Trade Agreements and Health, Non-communicable Diseases, Environment and Health etc.

About Revised National Tuberculosis Control Program (RNTCP) :

The Revised National Tuberculosis Control Programme (RNTCP), based on the Directly Observed Treatment, Short Course (DOTS) strategy, began as a pilot project in 1993 and was launched as a national programme in 1997. Rapid RNTCP expansion began in late 1998 and nation-wide coverage achieved in 2006.

The RNTCP receives technical support and advice from the World Health Organization, whose mandate revolves around six core functions:

(1) Providing leadership on global health matters;

(2) Shaping the health research agenda;

(3) Setting norms and standards;

(4) Articulating evidence-based policy options;

(5) Providing technical support to countries, and;

(6) Monitoring and assessing health trends.

RNTCP has initiated early and firm steps for the achievement of its declared objective of - universal access to early quality diagnosis and quality TB care for all TB patients'. RNTCP is being implemented with decentralized services of TB diagnosis through 13,000+ designated microscopy centers and provision of free treatment across the nation through 400,000+ DOT centers.

WHO has been supporting RNTCP since its inception, working closely with the programme and partners, at both the national and state levels. WHO India provides policy inputs and technical assistance to Government of India's (GoI- s), Ministry of Health & Family Welfare (MoHFW) for tuberculosis (TB) control activities. In the 20 years since its inception in 1999, the WHO-RNTCP Technical Support Network (TSN) has sought to strengthen RNTCP activities through technical support in planning, capacity building, training, evidence generation, surveillance and monitoring and evaluation.

India now has a national strategic plan 2017-2025, with ambitious targets and innovative strategies in alignment with the WHO-End TB Strategy, for the elimination of TB in India.

Currently, the WHO-RNTCP TSN has 15 National Consultants, who provide support at Central TB Division (CTD), New Delhi and 65 Consultants working in the field to link state and district programme units with national and international program strategy and operational and technical guidelines. The TSN supports the center and states with strategic planning, monitoring and evaluation, capacity building, advocacy and operational research inputs.

With RNTCP seeking the more ambitious goal of ending TB by 2025, the TSN shall be expanded to 148 National and Field Consultants, to address additional technical assistance requirements.

For more information about RNTCP please visit https://tbcindia.gov.in/

3. JOB DESCRIPTION/ RESPONSIBILITIES :

The National Consultant- Call Centre Coordination (Nikshay Sampark), shall execute responsibilities discussed below.

Key Roles and Responsibilities :

(1) Manage operations of the National TB Call Centre on a day to day basis, by reviewing the performance of call centre agents and ensuring that they are achieving assigned targets, adhering to pre-defined call quality standards and coaching them to do so, as necessary;

(2) Serve as focal point of contact for call centres and provide regular status updates on issues and key challenges, as well as participate in all project review meetings;

(3) Manage team resources and ensure optimum allocation, so that calls are handled efficiently and effectively;

(4) Determine work processes, prepare work schedules and execute workflow;

(5) Forecast volumes of calls and manpower requirements and guide RNTCP in making necessary changes to staffing, based on daily work load requirements, launch of new services and other anticipated events;

(6) Monitor the productivity of call centre agents and generate reports on compliance with all Service level Agreement (SLA) parameters;

(7) Monitor the quality of calls made to determine agent behaviour, technical accuracy and conformity with guidelines defined by RNTCP;

(8) Standardize procedures to improve the efficiency of supervisors and call centre agents;

(9) Maintain harmony among workers and effectively resolve grievances with external parties;

(10) Facilitate the conduct of trainings to familiarize call centre agents with potential issues and other technical/ soft skills needs;

(11) Identify the enhancements required to the NIKSHAY and Customer Relationship Management (CRM) software systems used by the call centre agents on a day to day basis, so to be able to handle the calls more effectively and efficiently;

(12) Provide monthly reports and an end-of-assignment report in the prescribed formats on activities, achievements, challenges and recommendations;

(13) Undertake any other activity related to technical assistance as assigned by WHO Representative to India and DDG (TB), in the interests of RNTCP and TB Elimination in India.

4. QUALIFICATIONS, EXPERIENCE AND COMPETENCIES :

Qualification and Experience:

(1) Applicants must be Graduates with a Post Graduate Degree or Post Graduate Diploma in Business Administration, or Health, or Hospital Administration from a recognized University;

(2) Applicants must have a minimum of five years of experience in the areas of programme management and large-scale project implementation, of which at least three must be in the management of call centre operations.

Skills and Competencies :

(1) Proven ability to communicate clearly;

(2) Ability to work effectively in a team;

(3) Proficiency in computer applications;

(4) Excellent knowledge of spoken/written English and local language;

(5) Able to produce results and work in a changing environment;

(6) Competencies: Communication proficiency; Leadership and team-building skills; Organizational skills; Capacity building skills; Performance Management and Problem Solving/ Analysis;

(7) Good understanding of using technology to improve the management of large-scale projects.

5. COMPENSATION OFFERED:

Gross compensation payable to the candidate selected for this post, at the time of joining WHO-RNTCP TSN, is budgeted at Rs. 150,800/- per month. TDS shall be deducted at the applicable rate.

6. LOCATION: Central TB Division, New Delhi

7. NATURE OF APPOINTMENT/ CONTRACT DURATION:

(1) The candidate selected shall be on the rolls of Strategic Alliance Management Services P Ltd. (SAMS), a respected HR Agency providing HR resources under third-party payrolling arrangements to WHO and other multilateral agencies, for the execution of government projects in India;

(2) SAMS shall issue short-term, project-specific, employment contracts to selected candidates, for a maximum period of one year or less, coinciding with the period of the payrolling contract issued by the Client. Employment contracts may be renewed for specified periods thereafter, subject to satisfactory performance, requirement and project continuation;

(3) The candidate appointed, as above, shall have no right to claim regular employment from SAMS, the Government, or WHO;

(4) The candidate selected shall have no claim for regular appointment from SAMS, the Government or WHO, or continuation of her/his services, under any other project.

8. REFERENCE: NC-CCC-WRTSN

9. CONTACT INFORMATION:

Team SAMS
Strategic Alliance Management Services P Ltd.

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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