Job Description
IPOA/HR/18/2024: CALL CENTRE OFFICER II, IPOA GRADE 9 (2 POSITIONS
Job Title Call Centre Officer II
Grade IPOA 9
Directorate Directorate of Complaints Management and
Counselling Services
Department Complaints Management
Location / Work Station Headquarters, Nairobi
Reports to Call Centre Officer I
Job Purpose
Responsible for receiving, sorting and processing complaints on police misconduct
at the Call Centre.
Key Responsibilities/ Duties / Tasks
1. Implement policies, strategies, guidelines, plans, standards and procedures
pertaining to complaints management through the call centre;
2. Implement systems and processes at the call Centre for efficient management
of complaints against the police;
3. Receive and process complaints on police misconduct at the call centre;
4. Collect information on complaints received through the call centre for
presentation to the internal case intake committee;
5. Initiate Alternative Dispute Resolution processes where applicable;
6. Provide feedback to the complainants on the status of complaints;
7. Maintain and update records at the call centre;
8. Gather data for internal and external reports pertaining to the call centre;
9. Implementation of quality assurance standards in call centre;
10.Develop and implement Individual annual work plan;
11.Develop periodic individual performance reports and
12.Implement risk mitigation measures.
Job Dimensions:
I. Financial Responsibility
Prepare Call Centre Work Plans and the Budgets
II. Responsibility for Physical Assets
Responsible for call centre physical assets in the team (ICT, office furniture and
equipment, call centre tools, records and machines)
III. Decision Making / Job Influence
Operational decisions
IV. Working Conditions
Predominantly in an office setting with occasional field travel.
Job Competencies (Knowledge, Experience and Attributes / Skills).
Academic qualifications
Bachelor’s Degree in any of the following disciplines: Law, Criminology,
Psychology, Social Sciences, Public Administration, Public Relations, Sociology or
equivalent qualifications from a recognized institution.
Professional Qualifications / Membership to professional bodies
Professional qualifications and membership body where applicable
Previous relevant work experience required.
This is an entry level job
Functional Skills, Behavioral Competencies/Attributes:
Functional Skills: Behavioral Competencies/Attributes:
1) Call Centre Management Skills
2) Planning Skills
3) Decision Making Skills
4) Interpersonal Skills
5) Communication Skills
6) Counselling skills
7) Dispute resolutions skills
8) Analytical Skills
9) Report writing skills
1) Transparency and accountability
2) Ethics and Integrity
3) Team player
4) Creativity and innovation
5) Resilience
Independence