Duties and responsibilities

The specific duties and responsibilities will entail:

• Receive incoming calls and respond to enquiries from members of the public relating to political parties, rallies and elections;
• Liaise with relevant ORPP departments and staff to obtain accurate and relevant information required by callers;
• Identify and escalate calls and enquiries from political parties, and the public that require immediate attention;
• Identify common issues and frequently asked questions to inform areas where ORPP may need to strengthen its policies, procedures, public education mechanisms and/or legal framework; and
• Maintain accurate and comprehensive records of all calls and conversations in the Call Centre database.

Person Specification

For appointment to this grade, a candidate must have: –

• A Bachelors’ degree in any of the following fields: ICT, Communication, Laws, Public Administration, Education, Political Science or equivalent qualification from a recognized institution;
• Certificate in computer applications;
• Be a Kenyan citizen;
• Have analytical skills;
• Be competent in report writing;
• Be willing to work anywhere within Kenya; and
• Met the requirements of Chapter Six of the Constitution

Additionally, Call Centre Monitors must possess the following attributes:

• Demonstrate the ability to retain knowledge and information and provide accurate responses to frequently asked questions;
• Demonstrate a high level of attention to detail;
• Demonstrate the ability to interact professionally with electors and members of the public with diverse personalities and maintain a positive demeanor, including when dealing with difficult or agitated callers; and
• Be able to work effectively under pressure.