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CHILDLINE Contact Officers and CHILDLINE Contact Supervisors

CHILDLINE India Foundation » Careers » CHILDLINE Contact Supervisors (CCSs) in Kolkata

Position: CHILDLINE Contact Supervisors (CCSs)

Function /Division: CHILDLINE Contact Centre, CHILDLINE India Foundation

Reporting to: CCC Operations Manager, CHILDLINE Contact Centre

Location: Rajarhat, Salt Lake City (Kolkata)

The CHILDLINE Contact Centre (CCC) is a 24 hour voice response facility of CHILDLINE run out of a modern Business Processes Outsourcing operating out of Mumbai, Chennai, Gurgaon and Kolkata catering to cities to support the CHILDLINE network. Telecom & IT technologies are integrated to provide script based voice response to calls on 1098, connect to CHILDLINE Partners to facilitate interventions, record calls, generate database. CCC answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level.

No. of Position: Two positions

CHILDLINE Contact Supervisor:

The CHILDLINE Contact Supervisor shall be responsible for the daily running and supervision of the assigned team at CHILDLINE Contact Centre, located at Kolkata, through the effective use of resources and will report to the Operations Manager. The CHILDLINE Contact Supervisor shall possess skills to effectively lead by example. The CHILDLINE Contact Supervisor shall lead and motivate the team.

S/he shall:

  • Monitor queue and track inbound calls. Keep agents aware of inbound calls, call waiting, abandonment rate, etc.
  • Manage a team of 15-20 CHILDLINE Contact Officers (CCOs).
  • Responsible for the team overall performance; motivate and encourage agents through positive communication and feedback.
  • Take calls that agents can't handle (call escalation) and be available when an agent appears to need assistance.
  • Conduct weekly meetings with team and report to management, Collect, Compile and present the data to the Operation Manager at the conclusion of each week, events of past week, monitoring checklists and a written performance summary of the team.


He/she should be 35 years or younger and a Post Graduate, any stream (MSW preferred) with minimum experience of 3+ years in team or project management. He/she should be fluent in any of these languages: Bengali, Oriya, Assamese and Hindi.

CHILDLINE Contact Officers (CCO)

CHILDLINE Contact Officers (CCO) answers calls 24X7 from children at national level in need assistance and ensures children are provided help through partners at the local level. CHILDLINE Contact Officer have the opportunity to grow within the CCC as well as grow in our Services teams depending on qualifications, experience and aptitude. CCOs are trained for voice response management, case documentation and promising candidates would also be given advanced level training on basic tele-counselling.

S/he shall:

  • Attend incoming 1098 calls at CCC and make outgoing calls to CHILDLINE Intervention Units (IUs), whenever intervention is required.
  • Follow up with IUs for case documentation and for reports on cases received by them during their routine outreach activities.
  • Perform all assignments as assigned by CCC Operations Manager
  • Shall be with a pleasant disposition: a clear and mature voice and a strong desire to be a part of the child protection sector.
  • Shall be fluent in any of these languages: Bengali, Oriya, Assamese, Manipuri and other North-East languages. Hindi and English are necessary.

Good understanding of Child Rights and Child Protection sector and sensitive to Child Rights and related issues. Phone Skills, Listening, Verbal Communication, Data Entry Skills, Multi-tasking. Excellent Computer skills is a pre-requisite.

Candidate can be Female/Male and should possess strong verbal and written communication skills with a proficiency in English and the local languages. Candidate should also have knowledge of basic computer applications. Candidate should be passionate about the cause of children, have an open attitude to learning and should be willing to work in shifts (Day/Night).

Only candidates fluent in Bengali/Oriya/Assamese / Hindi and living or willing to relocate within a 30 km radius from Rajarhat, Salt Lake City, Kolkata may apply.

Candidates invited for interviews from outside Kokata/Rajarhat/Howrah will be reimbursed 2nd class return train fare. Cost of relocation to Kolkata and accommodation in Kolkata are responsibility of selected candidates.

Interested candidates should mention the position in the subject line (Position of CHILDLINE Contact Supervisors Code: CCCK CCS 04 and email their detailed resume to Salary will be commensurate with qualifications and experience.

Only candidates shortlisted will be contacted for interviews. Selected candidate needs to join CHILDLINE Contact Centre based in Kolkata. No emails/ phone calls/ faxes please.

CHILDLINE India Foundation is an equal opportunity employer.

CHILDLINE India Foundation is an equal opportunity employer.