The Call Center for the Polio Eradication Program at the National Emergency Operation Center (NEOC) was re-established in September 2023 to support community engagement through listening, feedback loops, remote monitoring, education, and awareness. This center serves as a platform to address telephonic queries and complaints related to polio eradication promptly. Additionally, it aims to provide accurate information about the benefits of polio vaccines and other vaccine-preventable diseases to target audiences through effective telephone conversations, text, and voice messages, fostering greater acceptance within the community.
This center will function as a two-way communication channel. In addition to receiving calls, it will have the capability to proactively reach out to specific target groups, providing information on vaccines and vaccinations while encouraging caregivers to vaccinate their children against polio and other childhood diseases.
Unlike its previous use for monitoring polio vaccinations in inaccessible areas, this Call Center is now designed to support monitoring, surveys, and communication efforts nationwide, with a focus on low-performing areas and communities. Additionally, Call Centers in the East and South regions will complement and enhance the activities of this Center.
Role Objectives:
The incumbent under direct supervision the call center supervisor will be responsible for data cleaning, quality assurance, analysis, visualization, reporting and producing analytical products.
Responsibilities:
1. Data collection and tool development
• Design and revise data collection tools utilizing mobile technology and call center solutions to ensure effective and efficient data gathering.
• Maintain and troubleshoot call center software to ensure uninterrupted operations and optimal functionality.
• Design new tools for any survey proposed by management and polio team, to be carried through call center.
2. Data Management and Analysis
• Collect, clean, and analyze data from both outgoing and incoming calls managed by the call centers.
• Ensure data quality, accuracy, and completeness while resolving any discrepancies in collaboration with call agents.
• Uphold strict confidentiality regarding personal data, including names and telephone numbers of individuals surveyed.
3. Reporting and Insight Sharing
• Develop and produce comprehensive analytical products, including detailed reports, infographics, dashboards, and maps based on specific program indicators.
• Regularly disseminate analytical products to key stakeholders, including the Operations Working Group, Core Group, regional and national EOCs, and other partners, to support evidence-based decision-making.
• Attend meetings at the UN Compound to present data insights, discuss findings with program leadership, and recommend adjustments to enhance program performance and impact.
4. Stakeholder Engagement and Training
• Maintain and regularly update contact lists for PEI stakeholders, community influencers, social mobilizers, volunteers, and PEI service users to support surveys and data collection through the EOC Call Center.
• Provide training and capacity-building sessions to regional and national call center teams on data analysis, interpretation, and the practical use of data for informed decision-making.
5. Program monitoring and adjustment
• Collaborate closely with stakeholders to identify trends, gaps, and opportunities within the data, driving actionable insights for program refinement and adjustment.
• Serve as a liaison between the call center team and program leadership to ensure alignment of data-driven strategies with overall program objectives.
6. Performance Monitoring and Reporting
• Prepare and deliver monthly performance reports on the activities and outcomes of both national and regional call centers.
• Continuously evaluate reporting mechanisms and recommend improvements to enhance data usability and impact.
• Perform any additional tasks assigned by the supervisor to support the effective functioning of the call center and the broader program.
