- Group: SPHERES
- Location: Jakarta
- Hours of Work: 1.0 FTE (Full-time)
- Tenure: 5 months (renewable)
- Reporting to: Principal Investigator
- Vacancy Reference: SPHERES – Digital Operations Coordinator – Jakarta
Background
The Oxford University Clinical Research Unit (OUCRU) is a large-scale clinical and public health research unit, with sites offices in Ho Chi Minh City and Hanoi in Vietnam, Jakarta in Indonesia and Kathmandu in Nepal. In Vietnam, we are hosted by the Hospital of Tropical Diseases (HTD) in Ho Chi Minh City, and the National Hospital for Tropical Diseases (NHTD) in Hanoi. OUCRU Nepal closely collaborates with the National Academy of Medical Sciences in Kathmandu, and OUCRU Indonesia exists in partnership with the University of Indonesia. As a Wellcome Trust Africa Asia Programme, we have received considerable support from the Wellcome Trust since our establishment in 1991.
OUCRU’s vision is to have local, regional and global impact on health by leading a locally driven research programme on infectious diseases in Southeast Asia. Priority is given to health issues important to the hospitals where we work, and to the countries as a whole where we operate: Vietnam, Indonesia and Nepal. All work is intended not only to benefit the patients seen daily at our host hospitals, but also to help improve patient care. Please see more information on OUCRU website: www.oucru.org
Job Summary
This role is responsible for ensuring the smooth operation of our Call Centre, WhatsApp API communication system, and Dynamic Working Support (DWS) platform. The ideal candidate is detail-oriented, tech-savvy, proactive, and comfortable supporting teams across multiple digital channels.
Key Responsibilities and Tasks
1. Call Centre Monitoring
- Monitor daily call centre activities and performance.
- Track response rates, issue categories, and escalation needs.
- Ensure timely and accurate documentation of calls.
- Coordinate with field teams and supervisors on urgent issues.
2. WhatsApp API Operations
- Manage incoming and outgoing communication through the WhatsApp API.
- Monitor message flow, ticket creation, and conversation logs.
- Troubleshoot technical disruptions and coordinate with IT support.
- Ensure compliance with data protection and communication protocols.
3. Dynamic Working Support (DWS) Management
- Oversee daily task assignment and workflow updates in DWS.
- Support field workers in navigating the platform.
- Monitor field progress and ensure data completeness.
- Identify system issues and coordinate fixes with the technical team.
4. Reporting & Coordination
- Prepare daily/weekly dashboards and monitoring reports.
- Flag urgent issues to supervisors and relevant stakeholders.
- Participate in coordination meetings to improve digital operations.
Selection Criteria
- Education: Bachelor’s or Master’s degree in Public Health, IT/Information Systems, Communications, or a related field.
- Experience: 1–3 years in digital operations, monitoring systems, helpdesk, or call centre management (preferred).
- Technical Skills: Proficient in data management using Microsoft Excel.
- Soft Skills: Strong communication in English, problem-solving, and multitasking skills.
- Flexibility: Ability to work under pressure and respond quickly to operational needs.
Benefits
- Remuneration package including annual leave, sick leave, and THR.
- Optional private medical cover, BPJS Kesehatan, and BPJS Ketenagakerjaan.
- Other responsibilities and benefits are based on Indonesia Labour Law.
How to Apply
Please submit the following documents via email to recruitment.id@oucru.org:
- Cover letter
- Curriculum vitae
- Contact details for a minimum of two professional referees
- Salary expectations
Email Subject: Please quote “SPHERES – Digital Operations Coordinator – Jakarta – [Your Name]”.
Please note: Only shortlisted candidates will be contacted.