Monday, January 11, 2021

Call Proposal: Call Center Expert Mission


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).


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.


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.


·            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).