Call Center Support Officer, JAAGO Foundation Trust

Brief description of JAAGO Foundation Trust

JAAGO Foundation Trust is dedicated to combating illiteracy and malnutrition among underprivileged children in Bangladesh, focusing on creating a society free from exploitation and discrimination, aiming to improve social conditions through education and youth empowerment.

JAAGO Foundation Trust collaborates with various local and international organizations to enhance its impact. It adheres to values of mutual respect, justice, transparency, and accountability, ensuring that all activities align with its mission to improve the lives of disadvantaged communities.

Committed to the highest standards of ethical conduct, JAAGO Foundation Trust has robust policies to address issues like fraud, corruption, and sexual exploitation. Through its diverse programs and initiatives, JAAGO Foundation Trust continues to make significant strides in empowering underprivileged children and fostering sustainable development in Bangladesh.

• Position Title: Call Center Support Officer
• No of vacancies: 01
• Contractual: 1 year

Position Summary

The Call Center Support Staff will be responsible for handling inbound and outbound calls, providing information about the Shopner Sharothi (Sea Shore Girls Initiative), responding to queries, and ensuring effective communication between project stakeholders, participants, and the community. This role is essential to maintaining the program’s accessibility and providing timely support to the girls, their families, and community leaders.

Job Responsibilities:

1. Call Handling:

• Manage incoming calls and respond to inquiries regarding the Prevention of Sexual Exploitation and Abuse (PSEA), safeguarding, and harassment support systems.
• Act as a bridge between the community and service provider centers to ensure effective communication and timely access to support services.
• Provide accurate information on project objectives, training schedules, sports programs, and adolescent support services.
• Assist callers in accessing the program’s services, including enrollment, training, and event participation.

2. Community Engagement:

• Serve as a liaison between participants, community members, and project staff.
• Identify any concerns raised during calls and communicate them to the appropriate team members for resolution.
• Conduct outbound calls to gather feedback from participants and families regarding the program’s impact.

3. Data Management:

• Record and maintain detailed logs of all interactions, including inquiries, feedback, and resolutions.
• Generate call reports and provide regular updates to the Project Manager on community outreach and service inquiries.

4. Participant Support:

• Offer guidance and support to adolescent girls and their families, addressing any concerns or challenges they may face in accessing program services.
• Coordinate with the project’s operational team to ensure that any issues raised by callers are resolved efficiently.

5. Awareness Campaigns:

• Assist in promoting community-based awareness campaigns related to gender-based
• violence, climate change resilience, and other program objectives.
• Support outreach activities for events like beach cleanups, World Environment Day
• celebrations, and 16 Days of Activism campaigns.)

Education:

• Minimum completion of a bachelor’s degree or equivalent.

Experience:

• Previous experience in a customer service or call center role is preferred.

Others:

• Strong communication skills, both verbal and written.
• Fluency in Bangla and Chittagonian dialect; knowledge of English is an asset.
• Basic computer skills, including proficiency in Microsoft Office applications.
• Ability to handle sensitive conversations with empathy and professionalism.
• Understanding of gender issues, adolescent protection, and community engagement is highly desirable.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.