REPORT TO: Content and Service Manager
LOCATION: Kampala
COUNTRY: Uganda
JOB DESCRIPTION (DUTIES):
Job Summary:
The Customer Service Supervisor will oversee the implementation of the call center activities. He or she will be responsible for the operational success of the call center while providing day to day leadership, resolving level-two queries, carry out monitoring activities and supporting the team and partners involved in the initiative. This is an opportunity for a dynamic and experienced professional in the Agriculture Sector with a belief in the potential of technology to meaningfully improve rural livelihoods.
Availability:
The Customer Service Supervisor will be expected to work a typical work week of 40 hours plus additional hours as necessary to get the job done. The position will require domestic travel of up to 10% of working time.
Essential job functions:
Facilitate smooth running of the Farmer call center.
• Works with the CS Manager to develop the content strategy to which different sectors and verticals will provide expertise in.
• Develop quantitative milestones and metrics from the immediate objectives and outputs of the Call-Center.
• Tracks and reports on the key metrics and variables and provide periodic progress reports on Call center performance to the Management team.
• Works with the CS Manager and Call Center Advisors to ensure the application of standards and quality services delivery.
• Leverage team’s knowledge, partner discussions and completed research studies to develop a deep understanding of complementary initiative, global trends in voice-based services and uses learnings from related experiences to incorporate into implementation strategy.
• Contributes towards business decision-making and sustainability strategy for the initiative.
Compliance.
• Monitor phone calls to make sure that specialists are in compliance with rules and regulations of the organization (Quality assurance)
• Ensure that the team provides excellent customer services.
Implement with excellence.
• Prepares achievable work plans and targets for the Call Center Advisors.
• Works with external partners to resolve escalated queries in a timely and effective manner.
• Supports and mentors the Call Center Advisors.
• Identifies, monitors and documents key service areas to ensure that we reach the desired population with a quality product at the right price and with the right promotions.
Track and report results.
• Clearly defines success metrics for each aspect of the project and the business overall.
• Establishes transparent and easily accessible reporting framework to measure and communicates progress on a real-time basis- performance dash board.
• Prepares timely and comprehensive analyses of progress against metrics and milestones.
• Oversees development and ongoing use of monitoring and evaluation framework.
• Prepares summary updates and reports as needed by management, funders, partners and other entities.
NECESSARY QUALIFICATIONS: Required Knowledge, Skills and Abilities:
Outstanding general and project management skills.
• Experienced manager with a proven track record of achievement under a range of challenging situations.
• Demonstrated experience in project management (operational and tactical) with proven ability to work effectively with diverse partners.
Strong business leadership abilities.
• Mature and experienced leaders.
• Strong, innovative and creative problem solver and strategic thinker.
• Excellent analytical, communication and interpersonal skills.
• High energy and an entrepreneurial spirit with the ability to think strategically and act tactically.
• Comfort with unstructured problems and ability to manage complexities under pressure.
• Ability to promote knowledge transfer through strong mentoring and team building skills.
Enthusiasm and passion for development work.
• Deep understanding of,and commitment to development in Africa, agriculture, financial literacy and the poor.
• Enthusiasm for learning from different culture-eager to build cultural realities into products and project plans.
• Belief in the potential to leverage information and communication technology (ICTs) for the benefit of smallholder farmers – preferably with practical experience.
• Commitment to building social and gender equity into program design and approach.
• Equally comfortable presenting to or negotiating with a room of business executives and discussing needs with villagers sitting on the floor of a rural home.
• Passionate about the work of Grameen Foundation and the importance of technology in poverty alleviation.
Education and Experience:
• A degree in Natural Sciences, Economics, Agri-Business, Development Studies or related disciplines.
• At least five years experience in Agricultural Extension or Rural Development and working with farmers.
• Innovativeness and adaptability to novel approaches to agricultural services delivery.
• A good understanding of principles and practice of community based rural development and participatory methods and approaches.
• A strong knowledge of rural; development dimensions including rural poverty and gender concerns.
• Demonstrated, administrative and management skills.
• Computer literacy in standard computer packages (Word Processing and Spread sheet Packages)
• A postgraduate qualification in any of the following areas; Agricultural Extension, Rural Development and Agricultural Marketing and thorough knowledge of the working area will be added advantage.
• Understanding of the operations of a call center and customer care environment – preferably through direct management or oversight.
• Experience working in agricultural development and extension services.
• Experience in information and communication technology (ICT) is an added benefit.
• Fluency in oral and written English and at least two local languages are required; Swahili, RR, Luganda, Sabinyi, Acholi or Langi.
Physical and Environmental Conditions:
This position does not require unusual demands for physical effort. This position may occasionally require physical effort to lift and transport boxes weighing no more than 50 pounds. Work environment involves everyday risks of discomfort that require normal safety precautions typical of places such as offices, meeting or training rooms, residences or commercial vehicles. E.g use of safe work practices with office equipment and /or avoidance of trips and falls, and observance of fire regulations and traffic signals.
HOW TO APPLY:
If interested, please submit in person a typed up-to-date CV and application letter with copies of your academic papers to;
NFT Consult – Uganda,Kisozi Complex, Plot 6/8 Kyaggwe Road, Nakasero
Tel: +256 0414237904 / 24, 0312266904
If applying online, please send an email togrameenjobs@nftconsult.com. ( In the Subject line please indicate the position you are applying for i.e “Customer Services Supervisor”)
Attach your CV and application letter ONLY; please merge them intoONE file in MS word or PDF format.
DO NOT attach scanned academic papers or documents when applying online