Location: Phnom Penh | Deadline: 13/Jan/2021 | Salary: Negotiable
We are looking for qualified candidate to fill for the position below.
Announcement
Description
GRET is a French NGO that has been
active in Cambodia since 1988 in several fields of economic
development (agriculture, micro-finance, water sanitation, irrigation, social
protection). In the specific sector of social health
protection (SHP), GRET has developed the first SHP scheme (SKY) for the
informal sector since 1999 (supported by AFD, GIZ). SKY (covering 70 000
insured and health equity fund members end of 2011) has
served as a reference for the national guidelines on SHP for the
informal sector (at that time CBHI) developed by the Ministry of Health
(MoH) in 2005-2006 and has been transferred to local
operators supported by MoH in 2012-13.
In 2008, GRET launched a Health
Insurance Project (HIP) for garment workers in dialogue with the
Ministry of Labour and Vocational Training (MoLVT) and GMAC
(Garment Manufacturer Association of Cambodia) and transferred
it to the National Social Security Fund (NSSF) in 2013
(supported by AFD, ILO/MIIF, P4H and NSSF). Following the transfer of HIP
Social Health Insurance management platform (trained team and tools) and insurance
contracts for 11 garment factories in Phnom Penh to the
National Social Security Fund (NSSF), GRET has provided technical
assistance to NSSF team to support the development of its
standardized operating procedures manual (dedicated to pre-selected
key processes) for its future social health insurance branch for the
formal private sector. Early 2017, a new phase of the
technical assistance was launched, with the objective to continue to support
NSSF to manage efficiently the SOP guidelines and procedures
after the effective launch of the SHI branch. At the end of the
last technical assistance, NSSF key people from relevant divisions
have been trained and were able to manage the SHI
scheme procedures (for selected processes). Furthermore, GRET assisted the NSSF
team for Health Protection and Promotion with the design of
its promotion and prevention plan related to key health
troubles and diseases of NSSF SHI members (mainly women workers).
Bid
Components
Call for Proposal: Call Center Expert Mission
Call for Proposals
- Location:Phnom Penh Capital
About the NSSF call center
·
24/7 service;
·
32 call center agents
including the manager and the team supervisors. 6 groups /
3 shifts per day;
·
Approximately 950
calls per day;
·
10 telecom lines.
Deliverables and reporting
requirements
·
Inception Report: The
consultant will prepare and submit an inception
report describing detailed main activities, methodology and timeline.
·
A
meeting/presentation to disseminate key (draft) findings to SPIN
Project Team.
·
Intermediate
report: an intermediate report will be submitted to GRET
(SPIN project leader) for feedback. This intermediary
report is expected during the first phase of the
mission.
·
Final Report: A final
report detailing the findings, conclusions, recommendations, and lessons
learned (this should also consider the feedback
provided on the draft report and feedback during the presentation of findings
meeting).
Duration
It is expected that the proposal
does not exceed a total of 60 working days. The
assignment is expected to be started as soon as possible.
Exact schedule/plan of the
assignment will be agreed with the consultant prior to the
signing of the contract.
Reporting line
The consultant will report to Camille
Vautier, social health protection project manager and Seila
NUON, social protection advisor.
Profile
Mandatory conditions:
·
Expert in call
center with a minimum of 7 years’ experience;
·
Proven
experience (technical) in call center software/application
development and integration;
·
Language:
fluent English is required both spoken and written;
If the proposal does not fit with these
above mandatory requirements it will be automatically rejected and will
not be submitted to the jury of selection.
Other:
·
Proven
experience in call center for public institutions, in Social
Protection would be a plus;
·
Proven
experience in Cambodia or at least South East Asia
would be a plus.
Submission
Requirements
Procedure to answer to the
call for proposal
Send your full proposal to Camille
Vautier and Seila NUON via email provided in the contact details.
Deadline: the closing date
within office hours from 9:00 AM to 5:30 PM.
Supporting documents:
·
Technical proposal
including the expected activities and role of
each parties (the consultant, the GRET and NSSF
teams, and any other stakeholders to be involved), CV,
former references and achievements;
·
Detailed financial
proposal.
A jury of selection will be
established and will analyze the eligible proposals (that
fit with the required conditions mentioned above in the
section 7 of this document).