Position: CHILDLINE Contact Officers (CCOs) and CHILDLINE Contact Supervisors (CCSs)
Function/Division : CHILDLINE Contact Centre, CHILDLINE India Foundation
Reporting to: CCC Operations Manager, CHILDLINE Contact Centre
Location: Thoraipakkam (Chennai)
Job Summary:
The candidate will be responsible for developing and implementing the strategy for fundraising from corporates, schools and other sources to achieve the targets.
The CHILDLINE Contact Centre (CCC) is a 24 hour voice response facility of CHILDLINE run out of a modern Business Processes Outsourcing operates at Mumbai, Kolkata and Chennai, the CCC is catering to cities to support the CHILDLINE network. CCC will immediately have centre in Delhi. Telecom & IT technologies are integrated to provide script based voice response to calls on 1098, connect to CHILDLINE Partners to facilitate interventions, record calls, generate database. CCC answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level.
No. of Positions: Several positions
Candidate must be:
Female/Male
Graduates/Post Graduates from any stream preferably with Bachelors in Social Work/ Masters in Social Work with professional experience and MA Counselling/Psychology/Sociology with relevant experience.
For CCOs freshers can also apply.
Possess strong verbal and written communication skills with a proficiency in English and the local languages and have knowledge of basic computer applications.
Passionate about the cause of children and an open attitude to learning
Willing to work in shifts (Day/Night).
She/he shall be fluent in any of these languages: Tamil/ Kannada and Tulu/ Malayalam are necessary.
Only residents of Chennai or candidates willing to relocate within a 30 km radius from Thoraipakkam, Chennai may apply. Computer skills are necessary. Salary will be commensurate with candidate’s qualifications and experience. Candidates invited for interviews will be reimbursed 2nd class return train fare.
Job Responsibilities:
CHILDLINE Contact Supervisor:
The CHILDLINE Contact Supervisor shall be responsible for the daily running and supervision of the centre through the effective use of resources and will report to the Operations Manager
The CHILDLINE Contact Supervisor shall possess skills to effectively lead by example and demonstrate.
The CHILDLINE Contact Supervisor shall lead and motivate team
S/he shall:
Monitor queue and track inbound calls. Keep agents aware of inbound calls, call waiting, abandonment rate, etc.
Manage a team of CHILDLINE Contact Officers (CCOs)
Responsible for the team overall performance; motivate and encourage agents through positive communication and feedback
Take calls that agents can't handle (call escalation) and be available when an agent appears to need assistance
Conduct weekly meetings with team and report to management
Collect, Compile and present the data to the Operation Manager at the conclusion of each week, events of past week, monitoring checklists and a written performance summary of the team
CHILDLINE Contact Officers (CCO) answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level. CHILDLINE Contact Officer have the opportunity to grow within the CCC as well as grow in our Services teams depending on qualifications, experience and aptitude. CCOs are trained for voice response management, case documentation and promising candidates would also be given advanced level training on basic tele-counselling.
Job Responsibilities:
CHILDLINE Contact Officer shall attend incoming 1098 calls at CCC and make outgoing calls to CHILDLINE Intervention Units (IUs), whenever intervention is required.
CHILDLINE Contact Officer shall follow up with IUs for case documentation and for reports on cases received by them during their routine outreach activities.
CHILDLINE Contact Officer shall perform all assignments as assigned by CCC Operations Manager
CHILDLINE Contact Officer shall be with a pleasant disposition: a clear and mature voice and a strong desire to be a part of the child protection sector.
CHILDLINE Contact Officers shall be fluent in any of these languages: Tamil/ Kannada and Tulu/ Malayalam are necessary.
Skills/Qualifications:
Good understanding of Child Rights and Child Protection sector and sensitive to Child Rights and related issues. Phone Skills, Listening, Verbal Communication, Data Entry Skills, Multi-tasking.
Interested candidates should mention the position in the subject line (Position of CHILDLINE Contact Officers (CCO)/ CHILDLINE Contact Supervisors (CCS), CCC) and email their detailed resume to careers@childlineindia.co.in latest by 26th January 2015.
Only candidates shortlisted will be contacted for interviews scheduled in the mid February 2015. Selected candidate needs to join CCC based in Thoraipakkam, Chennai in the month April 2015. No emails/ phone calls/ faxes please.
CHILDLINE India Foundation is an equal opportunity employer.
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