Module 8: Call Center Operator

Terms of Reference

Professional Local Expert (Independent/ Body)

R_ 5_C Implementation of vocational training Program

Module 8: Call Center Operator

Project: Improvement of Development Process and Local Governance in the Municipality of Tripoli

 

  1. Introduction

The Municipality of Tripoli  received on  the 15th of January 2016  a grant from the European Union (EU) to realize the project” Improvement of Development Process and Local Governance in the Municipality of Tripoli” over a period extending to 36 months. The overall objective of the project is to improve the institutional and operational contribution to governance and development process in the Municipality of Tripoli. The Specific objectives of the project are to improve access in Bab El Tabbane, Jabal Mohsen and El Ghouraba to basic and adequate social services on a sustainable basis. All three communities will benefit from a positive impact on different levels especially on Health, Education, Job Creation and awareness levels. Five Expected results derive from the project.

 

  1. The project

The project derives from four basic facts advanced by the Municipality of Tripoli:

  1. The local authority and civil society are in need for capacity building,
  2. Health is a fundamental human right and should be available to all people regardless of gender, social class, ethnicity and age,
  3. Job opportunities are very limited due to the deficiency of educational skills,
  4. Recreational activities allowing the cohesion of the dissimilar zones allow a better synergy.

The civil war witnessed throughout many years from 80s and renewed with the Syrian crises had severe repercussions on the social fibre and the spatial structure of the town. It weakened the social cohesion and shaped the city into neighborhoods demarcated and ruled by conflicting sectarian groups.

To tackle the hard social division, workshops and roundtables that include the broad spectrum of the local society to enhance citizenship and promote dialogue among different constituents of the local community will be organized. The subjects to be addressed could include the reconciliation, trust building, negotiation, dialogue principals, social inclusion, mutual assistance and social solidarity.

Many sessions, roundtables, workshops to capitalize on the theatre drama, volunteering and best practices conducted in these fields through NGOs and Civil Society organizations in the targeted neighbors will be presented, discussed and enhanced to disseminate a new culture of change and cohabitation and declaration of intent.

 

  1. Tasks

The Expected Result (5) of the project (subject of the present TOR) is to provide dropped out youth and students with skills and know how in order to have access to the labor market.

For this purpose, and according to the stipulations of article 3.2.3 of the “Practical Guide to contract procedures for European Union external actions “applicable from 15/07/2015, the Municipality of Tripoli is seeking to contract a short-term local expert to perform the following tasks:

 

  1. The Objectives of the Call Center Operator:

Upon analysing the market needs for people with disabilities, was noted that there is a lack of proper infrastructure to support those with disabilities, particularly in Bab el Tebbaneh, Jabal Mohsen and Al Ghoraba. People with disabilities tend to also lack confidence and would rather work in environments in which they were not exposed to many people. Because of these two reasons, in-home employment opportunities are highly desired by disabled people that are looking for work. Therefore working as a call centre operator is a perfect option for those that have disabilities, as they are able to work from home as long as they have professional verbal mannerisms. Banks, Airlines, Insurance Companies, Hotels, Internet Companies and other large companies always require people to answer calls or work in sales.

  1. Objectives of the Course:

At the end of the sessions, trainees will learn:

  • How to become customer service representatives, learning how to effectively communicate on the phone and adapting to all situations and all kinds of customers. Training in this field may also include inbound and outbound sales and technical support.
  1. Participants to the course
  • Both males and females are encouraged to apply for this course.
  • Local Lebanese citizens that are aged between 18-45.
  • Must know how to communicate in Arabic. Knowledge of basic English is also desirable.
  • People with disabilities are encouraged to apply.

 

  1. Start and duration of the contract

- The contract duration is Four weeks and will start after its signature with the Municipality of Tripoli according to the vocational training time schedule elaborated by the Municipality of Tripoli .

- The training will be realized in two batches of 20 participants maximum.

- Each batch of trainees will receive a theoretical training of 16 hours based on two weeks training and 8 hours per week.

- The maximum number of working days within this contract is 8 days based on 4 days per batch and 4 hours per day for each of two batches.

- The ceiling of the contract is: 960  Euros

 

  1. Duties and Responsibilities of Expert

The expert will be responsible of the following tasks:

· Develop appropriate instructional aids and display materials to enhance learning.

· Deliver the presentations and animate the sessions.

  • Evaluate the participants’ performance, knowledge and skills after the completion of the Call Center Operator training programme

 

  1. Evaluation of proposals and award of the contract

Proposals will be evaluated by the concerned committee. Methodology and CV will have a grade over 80 and the financial offer will have a grade over 20. The total evaluation grade of the expert will be the sum of the two grades and over 100.

 

 

 

  1. Dependence

The professional local expert will report to the Project Coordinator and will coordinate his/her work with the Mayor, the project committee, the steering committee and the Partnership Forum

 

  1. Deliverables

The following deliverables are requested from the local expert:

  • Report on the implementation of the Call Center Operator training program
  • Report for future capitalization that includes evaluation of the impact of the vocational training program.
  • Report on the closing ceremony

 

  1. Education/Professional experience and skills

Competencies

  • Strong presentation, communication and facilitation skills.
  • Ability to prepare and deliver quality training.
  • Self-motivated and organized with a demonstrated capacity to manage time and personal work plan.

Required Qualifications

  • 3+ Years of experience in customer services
  • A bachelor degree in business administration or in a similar field. 

 

  1. Training Methodology:

Vocational training should include a theoretical training based up on lectures.

  1. Submission of proposals

Interested experts are invited to submit their proposals in two components, a technical part and a financial part. Each of the two components should be placed inside a separate sealed envelope showing on the outside the title of the component (Technical of Financial). The two envelopes containing the technical and financial parts should be placed inside one main envelope. The main envelope should be submitted sealed and should show on the outside just the project name as follows:  

Project: Improvement of Development Process and Local Governance in the Municipality of Tripoli

Module 8:  Call Center Operator

 

Any other sentence, mark, sign or logo shown on the outside of the main envelope that may refer to the identity of the expert presenting the proposal will lead to discarding the proposal.

The technical proposal should contain:

- Name and Coordinates of the expert presenting the proposal.

- Copy of the registration of the expert at the Lebanese Ministry of Finance

- The Expert CV that highlights the expertise needed in the TORs;

- An elaborated methodology of work (maximum 5 pages) where the expert explains the approach s/he will undertake to implement the proposed tasks. The methodology should also refer to number of days per task (e.g. will s/he do a training or a session? how many days/hours per type of training/ session), the techniques used (e.g. what approach s/he will use )

- A Gantt chart of the proposed schedule of activities

- In case the applicant is a CSO, a complete file showing that the CSO is working in the targeted area, together with a detailed proposal, report of its activities in the same field of activity proposed in the action and a financial report for the past three years should be attached also to the proposal. 

The financial proposal should contain:

- A financial offer including the expert expected dues for the whole intervention in Euros

All proposals should reach the Municipality of Tripoli, Tall Square, Tripoli-Lebanon. Not later than

12:00 noon of day 14./12./2017

All requests for clarifications, should be addressed in writing by e- mail to the following mail address: idlg.tripoli@gmail.com

Proposals sent by e-mail will be discarded.

  1. Settlement of Expert Dues

The expert's dues will be settled based on the actual number of training batches realized , after receipt and acceptance of his/her deliverables and against an invoice submitted to the Municipality of Tripoli at the end of his/her contract.