Summary
Date Posted: Thursday, April 27 2023, Base Salary: Not Disclosed

JOB DETAILS:
Overview: We are seeking a passionate and dynamic AFM-Quality/Tech who will be responsible for the provision of first-level technical support for the GiveDirectly Uganda Office generally, and the Uganda Call Center specifically. The AFM-Quality/Tech will maintain the different computer networks, providing technical support, and ensuring that the Call Center technical systems run smoothly. The Call Center is central to GiveDirectly’s operations; efforts to register recipients on different programs, follow them up after receiving cash transfers, and address their inquiries and concerns when they call the hotline are all routed through the Call Center. As such, we require an individual who will vigilantly ensure that the Call Center experiences minimal downtime. The AFM-Quality/Tech will also support the Procurement Office in an advisory capacity where IT-related procurement is concerned, recommend future improvements, and engage in training sessions for end-users.

Responsibilities:
Call Center Systems Management
1. Call Center Studio & Vicidial:
• Create and manage system permissions and user accounts
• Install and configure phone systems/cloud based applications
• Oversee system performance and report generation
• Lead process improvements and modifications
• Develop and execute system backup and recovery plans to cater for downtimes
• Quality control i.e. checks and balances from admin view
• Run data analysis and reporting
2. SMS Platform (SMS Leopard):
• Create and manage system permissions and user accounts
• Onboard new Call Center personnel on the SMS platform
3. Apps/equipment installation and configuration
• Assist users in installing and configuring useful applications e.g. MS office, Bluestacks, Taroworks, etc. and train users on the installation process
• Resolve challenges that arise from the use of the applications
• Install and configure users on printers, copiers, and other equipment
4. Develop and maintain call center system documentation and maintenance
• Vicidial/Call Center Studio
• Server and Internet
5. Repair & Maintenance
• Setup new/old laptops i.e. installation of software e.g. MS office, Zoiper, etc.
• Liaise with external vendors to have repairs done in a timely manner
6. Preventive maintenance/system performance tuning
• Regular system disk clean-ups
• Adding, removing or updating user account information, resetting passwords, etc. in the call center servers/Laptops, etc.
• Applying operating system updates, patches, and configuration changes
• Regular call center server maintenance i.e. every after 3 months
7. Troubleshoot & resolve unforeseen IT related problems that come up

Administration
1. Regularly advise & guide the Procurement Department on procurement of the right IT hardware and software e.g. laptops, phones, internet connection, etc.
2. Monitor ongoing contracts with suppliers of IT related resources; timely communication on license renewals e.g. BSA VPNs, Call center support, Antivirus and other legal documentation
3. Ensure compliance with quality standards by providing reports on the user experience for the items already in use to help advise Procurement on the next steps
4. Maintain an updated record of IT materials and resources to help enhance management of IT inventory

Training
1. Develop training material and carry out necessary staff training on the new systems
2. Provide end-user support for computer applications
3. Serve as an escalation resource/answering technical queries and assisting users

Data & System Security Management
1. Installation and running of antivirus updates and licenses
2. Ensuring there is maximum server and network security and the Firewall is functioning optimally
3. Assess potential risk and mitigation strategies
4. Oversee secure data storage

Cross-Country Support
1. When necessary, support other countries in the onboarding of the call center systems.
• Advise on the necessary installation needs for the CCS, SMSLeopard, Bluestack/Taroworks
• Provide user training on the use of the solution/application, troubleshooting of challenges, etc.
• Offer preventive and corrective maintenance support

Data Analysis & Reporting
1. Quality reports – Call Center Studio
2. Performance reports – Call Center Studio /Salesforce
3. Project reports - Salesforce

Role Competencies:
• Confidence when dealing with people, with well-developed written and verbal communication skills as well as analytical skills
• Communicate well with staff and vendors, exhibiting excellent listening skills
• Demonstrate high standards of professional behavior when dealing with vendors and staff
• Ability to investigate issues and requirements and identify and prioritize appropriate solutions
• Ability to adapt and adjust to changing processes, constantly seeking process improvement
• Ability to work flexible hours when required
• Ability to maintain detailed and accurate records
• Offer assistance to other employees in use of various technologies
• Ability to build professional relationships with key stakeholders and staff
• Demonstrated interest in technology advanced within the firm

Qualifications
• Detailed knowledge of industry best practices
• Demonstrated understanding of IT Management
• Relevant IT degree or industry experience




Education Requirement:No Requirements

Job Experience:No Requirements

Work Hours: 8

Job application procedure
Interested and qualified Click here to apply

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