Global Call Centre Manager

About Us:
Marie Stopes International is a global organisation providing personalised contraception and safe abortion services to women and girls. Our local teams of professionals are passionate about the work they do in communities across 37 countries. The services they provide give a woman the power to choose when she has children so that she’s free pursue her plans and dreams for herself and her family.
The primary responsibility of this role is to further MSI’s Goal: The Prevention of Unwanted Births and its mission of ensuring the individual’s right to**: children by choice, not chance.**
The Role:
Reporting to the Head of Global Marketing, you will be responsible for the development of MSI Call Centre strategy and implementation of call centre global goods and best practices for all Country Programmes (except UK, Australia, Mexico).
You will provide remote and in-country support to adapt and localise centrally developed strategies and improve their current call centre. The Call Centre is an integral component to improving the ability for MSI Country Programmes to reach women and men to refer them to family planning and safe abortion / Post Abortion care services. This “referral hub” for both clients & provider and will play an increasingly important role within the MSI service delivery communication and strategy. Critical measures of success are improvement in call centre clinic conversion from enquiry through to clinic appointments; client call numbers; client Medical Abortion/Post Abortion Care service support & referrals; call resolution rates; client satisfaction with call handling
You will spend time working to improve the impact of local call centres in countries and thus will be expected to travel up to 30-40% of the time dependent upon country challenges & priorities.
About you:
To be considered for the role you will have:
  • Call centre experience – management of a call centre/ close practical familiarisation of how a call centre works, call centre technology – essential
  • Good experience in management information systems; implementing technology solutions, data integration and designing effective and efficient business processes - essential
  • Experience in leading cross functional and multi-country teams – preferred
  • Experience working in developing countries and ideally in a practical client facing role – preferred
  • Experience of working in a health related field and comfortable with medical service delivery - preferred
For more information about the role, please view the job framework on our website.
In addition you will have the right to work in the UK and be pro-choice on abortion.
Location: London
Closing date: Sunday 5th February 2017 (midnight GMT). Interviews will take place before this date (for suitable candidates).
Salary: £45-£60k Per Year
All nationalities are encouraged to apply.