Contact Centre Lead
--Freetown--
Marie Stopes Sierra Leone (MSSL) was established in 1986 as a leading provider of high-quality reproductive healthcare. We are a social enterprise that blends the values of non-profit public service with the innovation and efficiency of private sector delivery. Every year, we serve thousands of women, men, and young people across Sierra Leone with compassionate, client-centered care.
We are part of MSI Reproductive Choices, a global partnership operating in 37 countries, united by the belief that everyone should have the freedom to make their own sexual and reproductive choices.
Our work goes beyond healthcare. By supporting the physical, emotional, and reproductive wellbeing of our clients, we also open doors to broader opportunities. When men, women and girls are able to make informed choices about their bodies and futures, they are better able to stay in school, pursue their careers, contribute to their communities, and build healthier families. In this way, reproductive choice becomes a pathway to dignity, autonomy, and the reduction of poverty.
Key Responsibilities
1. Contact Centre Operations Management
• Oversee daily contact centre operations, ensuring adequate staffing, shift coverage, and workload balance.
• Ensure all communication channels (calls, WhatsApp, email) are monitored and responded to within agreed SLAs.
• Resolve escalated client issues, complaints, or complex booking challenges
2. Booking Accuracy and Conversion Performance
• Monitor appointment booking accuracy, attendance rates, and conversion from enquiry to service.
• Analyse no-show trends and implement corrective actions such as reminders, messaging adjustments, or follow-up protocols.
• Work with Centre Operations Managers to align booking capacity with Centre readiness
3. Scripts, Messaging and Compliance
• Ensure agents use approved scripts, pricing information, and service descriptions.
• Update scripts and FAQs in collaboration with Marketing and Clinical teams.
• Ensure safeguarding, confidentiality, and ethical communication standards are upheld.
4. ICJ Coordination and Centre Collaboration
• Serve as the primary Contact Centre focal person for Integrated Client Journey (ICJ) implementation and optimisation across Centres.
• Work closely with Centre Operations Managers and Centre Clinical Leads to align contact centre workflows with Centre-level ICJ processes, service pathways, and capacity planning.
• Coordinate the Contact Centre’s role in Centre collaborations, partnerships, and institutional arrangements by ensuring agents understand service scope, eligibility criteria, pricing, and escalation pathways.
• Monitor ICJ-related performance indicators such as referral-to-visit conversion, appointment adherence, and client experience across Centres.
• Facilitate regular feedback loops between the Contact Centre and Centres to address ICJ bottlenecks, communication gaps, or service handover issues.
• Ensure that ICJ processes are clearly documented, updated, and communicated to Contact Centre Agents.
• Use ICJ and collaboration data to recommend process improvements, messaging refinements, and demand management strategies.
5. Data, Reporting, and Performance Analytics
• Review daily, weekly, and monthly contact centre performance reports.
• Track KPIs such as call volumes, response times, conversion rates, and client satisfaction.
• Use data to identify trends, service gaps, and improvement opportunities.
• Share insights with Marketing, Operations, and Clinical teams
6. Systems and Technology Coordination
• Ensure contact centre systems, booking tools, and communication platforms are functional and properly used.
• Work with IT to resolve system issues and support upgrades or improvements.
• Ensure data integrity and system discipline among agents.
7. Team Supervision and Performance Management
• Supervise, coach, and support Contact Centre Agents to meet performance targets.
• Conduct call monitoring, quality assessments, and feedback sessions.
• Manage agent rosters, attendance, punctuality, and leave planning.
• Address performance gaps through coaching or performance improvement plans.
Qualifications & Experience
- Bachelor’s degree in business administration, Communications, Marketing, Public Health, or a related field.
- Minimum of 4–6 years’ experience in a call centre or client engagement environment.
- At least 2–3 years’ experience in a supervisory or team lead role.
- Experience in healthcare, NGO, or service-based organisations is an advantage
Competencies & Skills
- Strong verbal communication and listening skills.
- High attention to detail and data accuracy.
- Empathy, professionalism, and client-centred mindset.
- Ability to handle sensitive conversations appropriately.
- Proficient computer literacy and ability to work with CRM or booking systems.
- Must be pro-choice
Working Conditions
- Office-based or hybrid role with shift schedules.
- Requires adherence to call schedules, scripts, and performance monitoring.
- High-volume interaction environment requiring focus and resilience
- MSSL is an equal opportunity employer
- MSSL employees must sign up and adhere to our Global Code of Conduct
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
Our Product
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
