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.
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
