Call Center Liaison Officers (5)
Rwanda Information Society Authority (RISA) | Post type: jobs October 9, 2024 - Deadline 15/10/2024 | NumberOfPosition [5]

Rwanda Information Society Authority (RISA) Overview

Established under the Ministry of ICT and Innovation; Rwanda Information Society Authority “RISA” is a public institution established in 2017, governed by presidential order N° 077/01 of 09/12/2022.

Job responsibilities

The Call Center Liaison Officer will be employed by RISA under the Rwanda Digital Acceleration Project. He / She will be allocated to the National Identification Agency (NIDA) and will report to the Director of Production and Distribution Unit of NIDA.

The employment contract for the Call Center Liaison Officer will be no more than three (3) years renewable upon authorization from the Ministry of Public Service and Labour.

The Liaison Officer to the call centre operator has access to NIDA systems and thus, their primary responsibility is to serve as a bridge between the call centre operator and various internal and external stakeholders. Other responsibilities include;
Ensure smooth communication, address concerns, and facilitate collaboration to optimize call centre operations and customer satisfaction.
Serve as the primary point of contact between the call centre operator and internal departments in NIDA.
Ensure timely resolution of issues and efficient workflow.
Collaborate with the call centre operator to identify areas for improvement and implement strategies to enhance performance metrics.
Provide ongoing support and guidance to ensure call centre agents have the necessary skills and knowledge to deliver high-quality customer service.

Qualifications

Bachelor's Degree in Economics

0 Year of relevant experience
Bachelor’s Degree in Public Administration

0 Year of relevant experience
Bachelor’s Degree in Sociology

0 Year of relevant experience
Bachelor's Degree in Management

0 Year of relevant experience
Bachelor's Degree in Communication

0 Year of relevant experience
Bachelor's Degree in Psychology

0 Year of relevant experience
Advanced Diploma in Supply Chain Management

0 Year of relevant experience
Advanced Diploma in Business Administration

0 Year of relevant experience
Advanced Diploma in Management

0 Year of relevant experience
Advanced Diploma in Economics

0 Year of relevant experience
Advanced Diploma in Logistics Management

0 Year of relevant experience
Bachelor's Degree in Political Sciences

0 Year of relevant experience
Advanced Diploma in Communication

0 Year of relevant experience
Advanced Diploma in Marketing

0 Year of relevant experience
Advanced Diploma in Customer Relations

0 Year of relevant experience
Bachelor's Degree in Supply Chain Management

0 Year of relevant experience
Advanced Diploma in Sociology

0 Year of relevant experience
Bachelor's Degree in Marketing

0 Year of relevant experience
Advanced Diploma in Public Administration

0 Year of relevant experience
Advanced Diploma in Political Sciences

0 Year of relevant experience
Bachelor's Degree in Logistics Management

0 Year of relevant experience
Bachelor's Degree in Customer Relations

0 Year of relevant experience
Bachelor of Office Administration and Management

0 Year of relevant experience
Advanced Diploma in Hospitality management

0 Year of relevant experience
Bachelor’s Degree in Business Administration

0 Year of relevant experience
Advanced Diploma (A1) in Office Administration and Management

0 Year of relevant experience
Bachelor's Degree in Hospitality Management

0 Year of relevant experience
Advanced Diploma (A1) in Psychology

0 Year of relevant experience

Required competencies and key technical skills

Resource management skills
Analytical skills
Problem solving skills
Decision making skills
Networking skills
Time management skills
Risk management skills
Performance management skills
Digital literacy skills
Fluency in Kinyarwanda, English and/or French. Knowledge of all is an added advantage.
Knowledge of customer service practices
Certificate in customer care and quality service delivery

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