Recent careers at One Acre Fund – Kenya

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Data Collection jobs,Contact Center management jobs,Data Analysis jobs,Research jobs,Managerial jobs,

Contact Center Lead

ABOUT THE ROLE

You will be accountable for shaping the future of a contact centre operation, being committed to delivering a great customer experience through a variety of customer contact channels which might be: Phone, Email, Web/Live Chat, Video, Social, and Correspondence.

By developing service level standards focused on reducing response times and providing high customer satisfaction, you will:

  • lead and establish procedures that produce high-quality customer service delivery and that reflect industry best practices. 
  • Implement systems to capture and report on service metrics, including any customer feedback or trends in product or service issues. 
  • manage resource decision-making and planning. 
  • work with leadership teams to develop and optimize strategy .

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You will report to the Business Operations Lead and you will directly manage three staff, who oversee the Call Center; Outbound, Inbound, and System teams respectively.

Responsibilities

  • Strategy – Develop a One Acre Fund Contact Centre Strategy to provide excellent customer service for our clients well into the future. Set goals for us to achieve the strategy.
  • Voice of the Customer – Advocate for the customer always, ensuring their perspective is understood throughout the organization. Support customer-focused decisions by collecting and summarizing data.
  • Oversee the end to end customer contact processes and their associated customer experience, supporting cross program initiatives to lead improvements, improve efficiency and reduce complaints.
  • Prepare and own forecasts and budgets for the call center and Ensure the resources are used to produce results. Deliver cost efficiencies and increased in Customer Satisfaction Scores.
  • Develop plans and offer insight to our organization on the use of new technologies; PBX, CRM and WFM to create a cost-effective operation achieving contact handling Service level agreements.
  • Analyze call center data and prepare reports for upper management. seek new ideas and strategies to improve performance at the center
  • Develop monthly, quarterly and annual call center goals and action plans.
  • Coach, motivate and retain staff who aim to achieve world-class customer experiences.

CAREER GROWTH AND DEVELOPMENT

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

QUALIFICATIONS

  • Minimum 5 years of Call Center/Contact Center management experience,
  • The ability to engage with directors and managers at all levels across the wider business and objectives.
  • Proficient in MS Office and Call Centre software programs.
  • Budget and perform financial analysis.
  • knowledge of performance evaluation techniques and customer service metrics.
  • Certified Call Center Manager (e.g. CCCM) or equivalent qualification
  • problem-solving ability and analytical skill

Data and Partnership Manager/Director

ABOUT THE ROLE

We are seeking an experienced evaluation professional to lead our Research and partnerships work at One Acre Fund. Specific types of projects you will lead include:

  • Developing new research projects in the service of impact in rural communities in our countries of operation.
  • Facilitating data access for partner researchers.
  • Overseeing special MEL projects and liaising with external evaluators.

RESPONSIBILITIES

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Research

  • Manage 2-4 long-term research studies that are of the highest strategic priority to our organization. These studies may be implemented internally by One Acre Fund and/or by an external organization.
  • Dig into existing One Acre Fund research to allow the Office of the CEO and the business development team to make strategic plans around where to invest in program growth. This will be complementary to the annual impact assessments that the internal Monitoring and Evaluation team conduct.
  • Prepare concise reports and dashboards to consolidate what is known internally about our client farmers and program impact.
  • Coordinate with Monitoring, Evaluation and Learning (MEL) teams when needed to collect and report on outcomes that are of high interest to donors.
  • Expand our internal research agenda. Identify holes in what we know about Impact and suggest solutions or studies to deepen our understanding.
  • Create a plan to build One Acre Fund’s research profile. This may involve creating a robust dissemination strategy of our existing research or conducting activities that highlight ongoing research at One Acre Fund.

Partnerships

  • Main measurement and evaluation related liaison for external research and evaluation partners.
  • Represent One Acre Fund and our impact measurement work in donor and external facing meetings and presentations.
  • Provide facts and data to the Business Development team that has been validated by the primary data collection undertaken by our teams.

Staff

  • Mentor the in-country Monitoring, Evaluation and Learning teams on performance and technical issues.
  • Potentially manage 1-2 staff members as the portfolio for this role grows.

CAREER GROWTH AND DEVELOPMENT

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

QUALIFICATIONS

Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

  • 7 to 10+ years of academic or professional experience developing evaluations/research and analyzing findings.
  • Successful track record in complex research and evaluation projects (e.g. high-level data analysis, an experience of data collection, field team management).
  • Knowledge of evaluation concepts and mastery of experimental and quasi-experimental evaluation designs.
  • Master communicator with an eye for design and visual presentation.
  • Experience in engaging with multiple partners diplomatically and build meaningful strategic relationships.
  • Data analysis skills such as regressions, propensity score matching, difference in difference design
  • Knowledge of statistical software (e.g. Stata, R, Advanced Excel (can maintain complex spreadsheets)).
  • Master’s degree in a related field is required. PhD is a plus.
  • Humility and personal stability.

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