Call Centre Coordinator: Ethekwini

2 weeks ago


eThekwini KwaZuluNatal, South Africa TB HIV Care Full time

**Job Advert Summary**:
**Purpose of the position**

Provides oversight and supervision for case management in the PPPREV programme.

**Minimum Requirements**:

- Grade 12 or equivalent qualification
- Ability to work with spreadsheets
- Certificate in MS office
- 2-3 year’s work experience in data management
- Proficiency in English and isiZulu
- Drivers licence will be an additional advantage

**Duties and Responsibilities**:

- Receive and verify daily-submitted data tools and stationery (source documents) against the PrEP database.
- Ensure standardised and most up-to-date PrEP related tools and stationery is used for data collection
- Assist in developing or amending tools and stationery
- Ensure the DREAMS PrEP Case Management approach and process is followed and implemented
- Manage and support call centre agents to implement the PrEP Case Management process and all related steps and activities per client
- Ensure call centre agents are allocated targets p/day and their respective output and performance per day is tracked and recorded daily
- Manage daily call centre workflow to ensure all clients receive the appropriate contact and intervention as per the PrEP Case Management process
- Generate and review weekly PrEP client cohort lists
- Ensure GBV and other call centre related inquiries are fast-tracked and the necessary referrals made
- Supervise and support call centre agents to rectify any gaps/errors
- Ensure all hard copy programme registers, forms, documents are filed
- Support client home visits as required
- Verify all data thoroughly and help implement better ways to improve data quality
- Address all challenges and human errors with data capturing and reporting
- Support M&E unit with the management of the PrEP database
- Co present at the weekly PrEP case management meeting
- Conduct daily PrEP and PrEP Case Management reconciliations
- Ensure daily tracking and reporting against the PrEP Case Management process
- Provide consistent and reliable data reporting to management
- Compile weekly, monthly and quarterly data reports as directed
- Undertake and support in the routine analysis of programme data for programme improvement.


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