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Contact Centre Lead

--Freetown (With Travel)--

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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-centred 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 across all communication channels.

• Ensure all communication channels (calls, WhatsApp, email) are monitored and responded to within agreed timelines.
• Resolve escalated client issues, complaints, or complex booking challenges, and determine when matters require escalation to the Technical Operations (Centres) & Business Development Manager or Clinical Quality & Compliance Manager


2. Booking Performance & Conversion Optimisation

• Monitor appointment booking accuracy, attendance rates, and conversion from enquiry to service, and own the contact centre's contribution to centre-level client volume and revenue targets.
• Analyse no-show trends and implement corrective actions such as reminders, messaging adjustments, or follow-up protocols.
• Work with Clinical Leads and Centre teams to align booking capacity with centre readiness and service availability.


3. Scripts, Messaging & Compliance

• Ensure agents use approved scripts, pricing information, and service descriptions in all client interactions.
• Update scripts and FAQs in collaboration with the Centre Marketing Officer and Clinical Leads to keep messaging accurate and current.
• Ensure safeguarding, confidentiality, and ethical communication standards are upheld in every client interaction


4. Integrated Client Journey (ICJ) Coordination & Centre Collaboration

• Serve as the primary Contact Centre focal person for Integrated Client Journey (ICJ) implementation and optimisation across centres.
• Work closely with Clinical Leads and the Centre Marketing Officer 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 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. Business Development & Revenue Contribution

• Partner with the Technical Operations & Business Development Manager(Centres) to translate centre-level revenue and growth targets into contact centre conversion and service-uptake goals.
• Identify opportunities within contact centre data - unmet demand, drop-off points, high-potential client segments - and feed these into the centre channel's business development planning.
• Support the design and rollout of promotions, campaigns, or service bundles led by the Pillar 2 Marketing Officer, ensuring the Contact Centre is ready to convert resulting enquiries.


6. Data, Reporting & Performance Analytics

• Review daily, weekly, and monthly contact centre performance reports.
• Track KPIs such as call volumes, response times, conversion rates, and client satisfaction, and report performance to the Technical Operations & Business Development Manager (Centres).
• Use data to identify trends, service gaps, and improvement opportunities.
• Share insights with Marketing, Operations, and Clinical teams to inform wider centre-channel decision-making


7. Systems & 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.


8. Team Supervision & 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, and identify high performers for development into senior or team-lead roles.



Customer Relationship
Personal Evolution
Autonomy
Administrative Work
Technical Expertise

Qualifications & Experience

  • Essential: 
  •  Bachelor's degree in Business Administration, Communications, Marketing, Public Health, or a related field.
  • Advantage:
  • Training or certification in customer experience management, call centre operations, or CRM systems is an advantage
  • Professional Experience                        
  • 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, with demonstrated ownership of performance targets.
  • Experience in healthcare, NGO, or service-based organisations is an advantage.
  • Experience contributing to or tracking conversion, revenue, or client-volume targets within a client-facing or sales-oriented environment is an advantage.
  • Technical Skills - Essential                 
  •  CRM & BOOKING SYSTEMS: Proficient computer literacy and ability to work confidently with CRM, booking, and call-monitoring systems.              
  • PERFORMANCE ANALYTICS: Ability to interpret contact centre data (call volumes, conversion rates, response times) and translate it into action plans.  
  • QUALITY ASSURANCE: Skilled in call monitoring, quality scoring, and structured feedback to drive agent performance.         
  • SCRIPTING & MESSAGING: Ability to develop and maintain accurate, compliant scripts and FAQs in collaboration with marketing and clinical teams
  •                 



Competencies & Skills


  • Competency

    Level

    What we are looking for

    Client Communication

    Expert

    Strong verbal communication and listening skills; handles sensitive conversations with empathy and professionalism.

    Attention to Detail & Data Accuracy

    Expert

    Maintains high accuracy in bookings, scripts, and reporting; identifies and corrects errors quickly.

    Team Leadership

    Advanced

    Coaches and performance-manages agents; builds a motivated, accountable team.

    Commercial & Conversion Mindset

    Advanced

    Understands how contact centre performance drives client volume and revenue; proactively manages conversion.

    Client-Centred Ethics

    Advanced

    Upholds a client-centred, pro-choice, non-judgemental approach in all interactions; safeguards confidentiality.

    Problem Solving

    Advanced

    Resolves escalated issues effectively; uses data to identify root causes and drive process improvement.

    Adaptability

    Intermediate

    Adjusts to shifting schedules, campaigns, and system changes in a high-volume, dynamic environment.


How to apply

  • Interested and qualified candidates should submit the following: 
  • 1. A current CV (maximum 2 pages) detailing relevant experience.
  • 2. A cover letter (maximum 1 page) clearly addressing how your skills and experience match the requirements of this role.
  • 3. Names and contact details of two professional referees

Only shortlisted candidates will be contacted.

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
Our Product

Discover our products.

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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.

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