Reports to Marketing Communications & Advocacy Lead, the purpose of this role is to spearhead the operationalization of MSUG’s Contact Centre to ensure increased knowledge, and improved attitude and behaviour towards the use of MSUG services in Uganda
A key performance indicator will be the operationalization and implementation of MSUG’s Contact Centre strategy leading to increased awareness of products and services. The Contact Centre Team Leader will lead a highly effective Sexual Reproductive Health Counsellor’s team.

Key Responses
• Ensuring that the Contact Center Team proactively handles all the interactions that is WhatsApp, Voice Calls, Facebook, and SMS
• Track and monitor performance of the chats and calls, ensuring that the quality of chats and calls is
• over 100%
• Work with RME to analyze the raw data from systems and report any incidences that arise. Ensure that the continuum of care cycle is completed as well as effectiveness of follow-up for all clients by the Contact Center team is done successfully. Ensure that the Agents provide telephone counselling information and referral to clients meeting their target and coming up with a plan for
• those that are not meeting their KPIs.
• Ensure that clients referred to centers are issued with E-coupons and half of these are redeemed Through Istening to calls and analyzing the IMI chats that the team handles Identity gaps then
• Strategy development, project management problem-solving and change management skills

Experience and knowledge
• of Ugandan health sector. and community health service delivery
• Solid understanding of healthcare and regulatory Exceptional negotiation skills and ability to build positive working relationships, both internally and
• Ability to effectively present information and negotiate with all levels of management
• Ability to manage and develop tears members. Verbal and written communication skills Overall understanding of MSUG activities and
• services.