Job Details
Role Summary:
We are seeking a highly skilled and experienced professional to fill the role of First Contact Coordination and Programme Administration Support. The successful candidate will be responsible for coordinating team calls, triaging queries, and overseeing administrative processes.
Key Responsibilities:
* Coordinate Team Calls: Receive and manage non-programmatic calls, triage them to relevant teams, and provide callers with the correct phone pathways.
* Programme Administration Support: Oversee the PAU process for external organisations, follow up on relevant documents, and liaise with Business Systems Management and Development as needed.
* Data Collation and Reporting: Collect data and statistics, and report on same as required.
* Administrative Tasks: Input into BRS and FRS programme requirements, manage administrative checks, contracts, and reporting needs.
* Contract Closure: Coordinate contract closure tasks, documentation, follow-ups, and final deactivation in collaboration with finance.
* Supporting Development Coordinators: Ensure consistent processes for dealing with contract-related changes.
People Management:
* Manage Assigned Staff: Ensure staff members have clear understanding of requirements and expectations.
* Performance Management: Develop, support, and performance-manage staff members.
* Team Management: Ensure good individual and team management structures are in place.
Stakeholder Management:
* External Stakeholder Relationships: Build and maintain effective relationships with external stakeholders.
* Internal Relationships: Foster effective internal relationships across Pobal directorates.
Governance:
* Escalation Process: Work with unit manager to ensure escalation process is in place and proactively managed.
* Risk Register: Support unit manager and PDUs in developing administration aspects of the Risk Register.
Required Experience:
* Social Inclusion Issues: Strong understanding and experience of social inclusion issues.
* Contact Centre Work: 3-4 years of contact centre work and telephony query experience.
* Funding Evaluations: 3-4 years of experience evaluating applications for funding.
* Pre-contract and Contract Management: 3-4 years of experience in pre-contract and contract management.
* Line Management: Previous experience of line managing staff.
Qualifications:
* Relevant Third Level Qualification: Relevant third-level qualification or equivalent is desirable.