Contact Centre Agent

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-cantered 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. Client Communication and Call Handling

• Receive and manage inbound calls, WhatsApp messages, emails, and other approved communication channels professionally and promptly.

• Conduct outbound calls for appointment confirmations, reminders, follow-ups, missed appointments, and client re-engagement.

• Provide clear, accurate, and approved information on MSSL services, pricing, locations, operating hours, and preparation requirements.

• Maintain a calm, respectful, and non-judgmental tone in all client interactions

2.  Appointment Booking and Client Navigation

• Accurately book, reschedule, and cancel appointments using approved booking and scheduling systems.

• Ensure appointments are booked in line with Centre capacity, service availability, and clinical requirements.

• Navigate clients to the most appropriate Centre, service, or provider based on their needs and location.

• Provide clear pre-visit instructions to clients to improve attendance and readiness.

3. Data Capture, Accuracy, and System Use

• Accurately capture and update client information in approved systems, ensuring completeness and correctness.

• Maintain confidentiality and data protection standards at all times.

• Ensure all interactions, bookings, and outcomes are logged correctly for reporting and follow-up.

4. Client Follow-Up and Retention

• Conduct post-service follow-up calls or messages to check client satisfaction and adherence to care instructions.

• Support continuity of care by reminding clients of follow-up visits, repeat services, or referrals.

• Escalate client concerns, complaints, or adverse feedback appropriately

5. Collaboration with Centres on ICJ and Partner Programmes

• Work closely with Centre teams to support the Integrated Client Journey (ICJ) by ensuring that client interactions from first contact through service delivery and follow-up are seamless, coordinated, and well-documented.

• Support Centre-led collaborations, partnerships, and special programmes by providing accurate information to clients and ensuring that bookings and referrals align with agreed collaboration terms.

• Coordinate with Centre Operations and Clinical teams to prioritise ICJ clients, referred clients, corporate clients, or partnership-driven clients in line with agreed protocols.

• Capture and relay client feedback related to ICJ experiences, referrals, or collaborative services to Centres for service improvement.

• Support targeted outreach, promotions, and campaigns linked to ICJ or partner collaborations by managing call lists, follow-ups, and appointment confirmations.

• Ensure that all ICJ-related interactions are correctly coded and recorded in booking and client

6. Performance and Quality Compliance

 • Meet individual performance targets related to call handling time, booking accuracy, conversion rates, and attendance outcomes.

• Adhere strictly to approved call scripts, messaging guidelines, and escalation procedures.

• Participate in call quality monitoring, coaching, and performance reviews.

7. Reporting and Documentation

• Complete daily call logs and system updates accurately.

• Contribute to weekly performance reports and feedback sessions.

• Flag recurring client issues, misinformation trends, or service gaps to the Contact Centre Lead.