Mbere
na Mbere Abahinzi
na Mbere Abahinzi
Industry:
Nonprofit/International Development
Nonprofit/International Development
Employer: One Acre Fund –
Rwanda
Rwanda
Job
Title:
Call Center Manager
Title:
Call Center Manager
Job
Location:
Rubengera (Karongi district)
Location:
Rubengera (Karongi district)
Who
We Are
We Are
One
Acre Fund (known as TUBURA in Rwanda) is an NGO that is innovating a new way of
helping farm families in East Africa to achieve their full potential. Instead
of giving handouts, One Acre invests in farmers to generate a permanent gain in
farm income. We provide farmers with a “market bundle” that includes
education, finance, seed and fertilizer, and market access. Our program is
proven impactful – every year, we weigh thousands of harvests and measure more
than $100 of impact per client. We are growing quickly. In seven years, we have
grown to serve 150,000 farm families with more than 1400 full-time field staff.
In three more years, we will at least triple in size, while adding several new
countries.
Acre Fund (known as TUBURA in Rwanda) is an NGO that is innovating a new way of
helping farm families in East Africa to achieve their full potential. Instead
of giving handouts, One Acre invests in farmers to generate a permanent gain in
farm income. We provide farmers with a “market bundle” that includes
education, finance, seed and fertilizer, and market access. Our program is
proven impactful – every year, we weigh thousands of harvests and measure more
than $100 of impact per client. We are growing quickly. In seven years, we have
grown to serve 150,000 farm families with more than 1400 full-time field staff.
In three more years, we will at least triple in size, while adding several new
countries.
Job
Description
Description
Roles
and Responsibilities
and Responsibilities
Management
responsibilities
responsibilities
- Manage
2-3 Hotline (incoming calls) officers and 3 OCF (outgoing call function)
officer
Hotline
Inbound (incoming calls team)
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)
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:
structure:
- You
will report to the Customer Engagement Team Lead for all responsibilities
related to the hotline and outgoing call function teams and customer
engagement activities in general. The Customer Engagement Team Lead will
also be your direct manager and will be responsible for your professional
development.
Career
Growth and Development
Growth and Development
One
Acre Fund invests heavily in building management and leadership skills. Your
manager will invest significant time in your career development. We provide
constant, actionable feedback delivered through mentorship and through regular
career reviews. We also have regular one-on-one meetings, where we listen to
and discuss career goals, and work collaboratively to craft roles that each
person can be passionate about. Because of our rapid growth, we constantly have
new high-level roles opening up and opportunities in many functions. This
results in fast career growth for our staff.
Acre Fund invests heavily in building management and leadership skills. Your
manager will invest significant time in your career development. We provide
constant, actionable feedback delivered through mentorship and through regular
career reviews. We also have regular one-on-one meetings, where we listen to
and discuss career goals, and work collaboratively to craft roles that each
person can be passionate about. Because of our rapid growth, we constantly have
new high-level roles opening up and opportunities in many functions. This
results in fast career growth for our staff.
Qualifications
We
are seeking exceptional professionals with 2+ years of work experience in
Customer Engagement and a demonstrated passion for international development.
Candidates who fit the following criteria are strongly encouraged to apply:
are seeking exceptional professionals with 2+ years of work experience in
Customer Engagement and a demonstrated passion for international development.
Candidates who fit the following criteria are strongly encouraged to apply:
- 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
ASAP
Start Date
ASAP
How
to Apply
to Apply
Please
click on this link: https://oneacrefund.formstack.com/forms/rwanda_job_application_form
click on this link: https://oneacrefund.formstack.com/forms/rwanda_job_application_form
You
will be prompted to a form that must be completed. At the end of the form you
will have the opportunity to write a motivational letter and upload your CV.
will be prompted to a form that must be completed. At the end of the form you
will have the opportunity to write a motivational letter and upload your CV.
We
are offering a world class professional and international environment that
focuses on your career development and are looking forward to receiving your
application.
are offering a world class professional and international environment that
focuses on your career development and are looking forward to receiving your
application.
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.
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.