Tuesday, May 9, 2017

One Acre Fund ,Call Center Operations Manager

One Acre Fund is an agricultural NGO that is innovating a new way of helping farm families to achieve their full potential. In more than five years in Rwanda, We have grown to serve more than  180,000 farm families with 1,500 full-time staff in Rwanda. In Burundi, We have grown to serve 40,000 farm families with over 400 full-time staff. Organization wide, we are on track to serve one million farmers across 10 countries by 2020. We only serve farmers, and we always put Farmers First.

Job Description: Call Center Operations Manager
Mbere na mbere abahinzi
Industry:                 Non-profit/Agriculture.
Function:                Customer Engagement
Employer:               One Acre Fund.
Job Location:          Rubengera,Rwanda
Deadline:              19th May 2017
Commitment:         Minimum two years commitment, full time job
Who We Are
One Acre Fund, known as TUBURA in Rwanda, is an agricultural NGO that is innovating a new way of helping farm families to achieve their full potential. In nine years in Rwanda, we have grown to serve more than 100,000 farm families with more than 1,000 full-time field staff. We are Rwanda’s fastest growing professional organization. To help manage this growth, we are looking for a Call Center Operations Manager   to start as soon as possible.
Roles and Responsibilities
Primary roles:
Management responsibilities
  • Manage 2-3 Hotline (incoming calls) officers and 3 OCF (outgoing call function) officers
Hotline Inbound (incoming calls team)
  • You will primarily be responsible for managing daily operations including team support, coaching and team motivation.
  • Carrying out needs assessments, and performance reviews where necessary.
  • Ensuring all relevant communications, records and data for all incoming calls are accurately recorded.
  • Help in data analysis of the incoming calls with the use of both existing and new metrics that you may be required to create later on depending on the need.
  • Liaising with other departments, and different stake holders to gather information and resolve all hotline issues.
  • Ensure that the customer engagement team is well trained regularly, identifying training needs and planning training sessions about different aspects like customer service, product and services etc.
  • You will also be responsible for the team’s quality service delivery as well as quality and right responses to our calling clients.
Outbound calls (Outgoing call function)
  • You will be responsible for the outgoing call function (OCF) team management in similar ways to the above(hotline team) through identifying necessary training areas, preparing trainings and track the general OCF performance.
  • You will be responsible for data quality of the OCF team in terms of data recording as well as data analysis.
  • You will be required to do both OCF and hotline data analysis with the help of the CE lead and be responsible for the reporting of these results.
  • You will be required to handle some of the most complex escalated customer complaints or enquiries and ensure good follow-up is done until they are fully resolved and done on a timely manner.
  • Responsible for data security and management and ensuring that their team abides by the data security rules and procedures.
  • The hotline manager will be responsible for the database management and data collection into the database, file management for the database, as well as strictly following and enforcing naming conventions.
  • Ensure all rules are respected and followed and reporting on any errors detected as soon as possible.
Reporting structure:
  • You will report to the Customer Engagement Team Lead for all responsibilities related to the hotline and outgoing call function teams and CE activities in general. The CE Team Lead will also be your direct manager and will be responsible for your professional development.
Knowledge, Skills, and Abilities
  • Great communication and interpersonal skills, including email in written English
  • Excellent mathematics skills and knowledge of Microsoft Excel
  • Should have great analytical skills and high level of attention to details
  • Good report writing and reporting skills
  • Good leadership and management skills
  • A commitment to self-improvement and career development
  • Good presentation and training skills
  • A strong customer focus and customer service background
  • Ability to work well in teams and with teams
  • Leadership skills and the ability to motivate and develop staff
  • A bachelor’s degree from an Rwandan university is desired but not required
Preferred Start Date
This role contains fast raises for performance, paying a meaningful salary for long-term placement.
Health insurance, room and board, local taxes, travels allowances.
How to Apply
Please complete the linked form carefully, only top candidates will be considered. It is not necessary to attach a cover letter or CV but you may do so at the end of the form.
We are offering a world class professional and international environment that focuses on your career development and are looking forward to receiving your application.
Please Note: One Acre Fund will never ask you for money in return for advancement in the recruitment process or for being offered a position.  If you are being approached by someone demanding money, please do not hesitate to report this to the Tubura Fraud Hotline: 0785443136 (Do not use this number for any purpose other than reporting fraud attempts. If you misuse his number and use it for general information about the position and not to report Fraud, we will not consider you for this position).
One Acre Fund is an equal opportunity employer; all candidates with legal working age will receive consideration for employment without regard to race, color, region, sex, disability status or any other characteristic protected by the law.

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