EMPREGO

Call Centre Coordinator: Ethekwini

TB HIV Care-África do Sul

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.