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  • Posted: Apr 26, 2021
    Deadline: Not specified
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  • Church World Service (CWS) was founded in 1946 and is a cooperative ministry of 37 Christian denominations and communions, providing sustainable self-help, development, disaster relief, and refugee assistance around the world. The CWS mission is to eradicate hunger and poverty and to promote peace and justice at the national and international level through c...
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    Call Center Manager

    Primary Purpose

    This position is responsible for overseeing all the operations of the Contact Center at RSC Africa under the United States Refugee Admissions Program (USRAP). This includes managing workflow within the Call Center and coordinating with other program departments. The position will provide project management support for the call center setup, oversee development of standard operating procedure and call scripts, and ensure technology supporting the call center are in line with USRAP manual. The position will also collect, analysis and report on the call center statistics. The position is a member of the RSC Africa Leadership Team.

    Supervision

    This position directly supervises the Call Center Supervisor, and the Call Center Specialist. This position indirectly supervises the Senior Call Center Representatives, Call Center Representatives, and contract Interpreters assigned to the call center.This position reports directly to the Processing Support Coordinator.

    Education:

    • Bachelor’s Degree or 4 years of paid work experience in lieu of a Bachelor’s degree is required.
    • Master’s Degree is preferred.

    Experience:

    • Eight (8) years of paid work experience is required.
    • Three (3) years of direct supervisory experience is required.
    • Minimum of 2 years’ work experience at RSC Africa or US refugee resettlement is preferred.
    • Previous experience working in a Contact Center required.

    Knowledge/Skills:

    • Excellent organizational and time management skills.
    • Strong customer service delivery skills.
    • Excellent diplomatic skills including calmness and excellent communication skills.
    • Good project management skills.
    • Strong computer skills, in particular Microsoft Excel, Word, Outlook and Access.
    • Advance knowledge of market standard Customer Relationship Management (CRM) software.
    • Thorough knowledge and comprehensive understanding of the Worldwide Refugee Admissions Processing System (WRAPS) database, USRAP Policies and Procedures.

    go to method of application »

    Correspondence Supervisor

    Primary Purpose

    This position is responsible for the daily supervision of Senior Case Processing Assistant (SCPA) and Case Processing Assistants II (CPA II) assigned to Correspondence (COR) Units (Partner Inquiries and Refugee Inquiries teams). This position will manage the workload of the unit and ensuring quality and efficiency in all communications to Congress, Attorneys, USRAP partners and refugees. The position works closely with Program Management to ensure case status information shared is in line with the USRAP Compliance and Integrity Module.

    Supervision

    This Correspondence Supervisor (Refugee Inquiries) supervises Correspondence Unit SCPA and CPA II’s and reports to the Communication Manager.The Correspondence Supervisor (Partner Inquiries) supervise Correspondence Unit SCPAs and reports to the Public Information Manager.

    Education:

    • Bachelor’s Degree or four (4) years of paid work experience in lieu of Bachelor’s degree required.

    Experience:

    • Eight (8) years’ work experience is required.
    • Supervisory experience is preferred.
    • Minimum of 2 years’ work experience at RSC Africa or US refugee resettlement is required.

    Knowledge/Skills:

    • Thorough knowledge of the US Refugee Admissions Program and WRAPS database preferred.
    • Strong computer skills, in particular Microsoft Excel, Word, Outlook and Access.
    • Excellent organizational and time management skills.
    • Strong verbal and written English language skills

    Method of Application

    Use the link(s) below to apply on company website.

     

    Note: Never pay for any training, certificate, assessment, or testing to the recruiter.

  • Send your application

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