Call Center Consultant

Job Description

eHealth Africa designs and implements data-driven solutions and technologies to improve health systems for and with local communities. eHA’s technology works in low connectivity settings and uses data to drive decision-making by local governments and partner agencies to get optimum results.

We are recruiting to fill the position below:

Job Title: Call Center Consultant

Location: Kano

Job type: Full-time

Job Description

o We seek a passionate and tech-savvy Call Center Agent with a health background to support the PROMPTS SMS platform.

o The agent will handle inbound and outbound calls, respond to maternal health-related queries, follow up with clients, and escalate danger signs as per the clinical protocol.

o This role plays a key part in connecting mothers to life-saving care.

Key Responsibilities

Call Center Operations:

o 24/7 Triage and Support: respond to incoming calls from PROMPTS users with empathy, accuracy, and professionalism. Lead triage of calls, escalate urgent cases to clinicians for diagnosis/referrals, and ensure timely resolution of maternal health queries.

o Quality Assurance: Monitor call center lines to maintain caller satisfaction and resolve technical issues promptly.

o Prioritize urgent referrals or platform integration, and emphasize order accuracy and service delivery timelines

Handling Customer Interactions:

o Answering inbound/outbound calls: Respond to customer inquiries, resolve issues, and provide product/service information

o Managing complaints: Address grievances empathetically, escalate unresolved issues to supervisors, and document resolutions

o Troubleshooting: Identify and resolve technical or service-related problems using available resources

Administrative and Reporting Tasks:

o Documentation: Log call details, update CRM databases, and maintain records of interactions

o Reporting: Generate weekly/monthly reports on call volumes, trends, and customer feedback

Implementation Support:

o Post-call follow-ups: Ensure unresolved issues are addressed and customers receive updates

o Enrollment and Onboarding: Assist Community Health Extension Workers (CHEWs), pharmacists, and facility staff in enrolling clients onto PROMPTS.

o User Testing and Training: Conduct user testing and provide training to ensure seamless platform adoption. Support content validation and message testing when needed.

o Participate in regular team trainings and performance reviews

o Platform Integration: Support technical integrations and deployment of PROMPTS under the Project Manager’s guidance.

o Technical Assistance: Provide troubleshooting, repairs, and testing to ensure uninterrupted service delivery.

Capacity Building and Best Practices:

o Staff Training: Strengthen the capacity of EHA Clinics staff on PROMPTS workflows and maternal health protocols.

o Documentation: Identify and document best practices for stakeholder dissemination.

o Ad-Hoc Tasks:

o Address additional duties as directed by the Project Manager, Program Manager, or eHA Executive Director

o These consultants will play a vital support role in ensuring the smooth operation and success of the PROMPTS project initiatives, with a strong focus on providing technical and logistical support while adhering to all project requirements.

Eligibility Requirements

Prior experience in a call center or helpdesk environment is highly desirable and considered an added advantage, especially in health-related support roles.

Clinical Health Desk Agent – General Requirements:

o Ideally a qualified Nurse or Clinical Officer, holding a valid Certificate of Registration and Practice License from the Nursing Council of Nigeria or a similar regulatory body.

o Must have 2–5 years of hands-on clinical experience, preferably in Maternal and Child Health (MCH), with practical exposure in maternity care settings.

o Alternatively, candidates with a Diploma in Health Promotion or any other health-related field and 2–3 years of relevant experience are encouraged to apply.

Additional Skills & Experience:

o Must be tech-savvy, comfortable working with digital platforms, CRM systems, and mobile health tools.

o Must be able to type at least 30 words per minute (WPM), and demonstrate the ability to multitask efficiently while using a computer.

o A minimum of 2 years of experience in any of the following is required:

o Customer-facing roles in healthcare or public health programs

o Clinical research or health coaching, and wellness services Medical content creation focused on maternal and newborn health

o Team leadership or supervision in health-related projects.

Application Closing Date

Not Specified.