About One Acre Fund

Founded in 2006, One Acre Fund supplies smallholder farmers with the agricultural services they need to make their farms vastly more productive. We provide quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. We measure our success by our ability to make farmers more prosperous: On average, farmers harvest 50 percent more food after working with One Acre Fund.

We are growing quickly. We currently serve more than 800,000 farm families in Eastern and Southern Africa, with more than 7,500 full-time staff, and we aim to serve 1 million farm families by 2020.

Job Description

Specific responsibilities include, but are not limited to:

Management responsibilities

• Responsible for the management of a team composed of 3 – 5 Call Back Operators
• Provide mentorship and coaching to the Call Back Operators in your team
• Evaluate their performance both formally and through bi-annual performance reviews

Phone Surveys

• Responsible for preparing all the materials and trackers for the requested surveys
• Responsible to do the required analysis and data presentation of the surveys conducted by your team

Data quality, analysis, and presentation

• Responsible to advise the Call Back Operators to make sure that all the claims’ responses are well recorded
• Ensuring that the data entered by the callback team is complete and accurate
• Responsible for comprehensively and comprehensibly presenting all your team’s data to the Call Center Manager
• Using and maintaining several Excel and Google spreadsheets containing client data and survey responses
• Occasionally presenting short analyses of the data to the CE team in English
• Occasionally being called upon to do some light analysis of the data from the call back team so that the program may utilize this information

Interdepartmental collaboration

• Ensuring that a good relationship with other departments is well maintained
• Coordinating meetings with the COC, CCM, and QATM to coordinate both the internal collaboration within the Call Center team and the external collaboration with other stakeholders
• Setting up meetings with stakeholder departments leads and understanding and implementing their needs over the Callback team
• Responsible for tracking the stakeholders’ alignment with the set SLAs and its reporting

Small projects

• Engage in actively learning about the program through meetings and field visits in order to be able to resolve most clients’ concerns
• Engage in increasing your program knowledge and developing your skills as these will be major considerations as promotion criteria
• Working closely with the QATM to organize the team’s training
• Flexible to help your team to make some calls in some critical periods

Working time

• Engage in a 45 hours’ week office work
• Required to be flexible to work during the weekends to better serve our clients

Independence level

• Effectively manage your time between all your projects/ learnings and your primary responsibilities
• Expected to show more independence level over some non-manager controlled activities

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

Specific qualifications include, but are not limited to:

• Demonstrated computer skills in email, internet usage, and Microsoft Office
• Clear customer service attitude
• Excellent communication and time management skills
• Good collaboration skills
• Proactive problem solver
• Integrity and a positive attitude
• Demonstrated high quality of  work with strong attention to details, highly organized and methodical
• Passionate about serving smallholder farmers
• Commitment to client protection and confidentiality
• Commitment to personal growth within TUBURA
• Ability to seek and give constructive feedback
• Creativity and innovation
• Experience with people management is a plus
• Working experience in  Call center operations
• Languages: Fluent in spoken and written English
• Education: Bachelor degree is a requirement

Preferred Start Date

As soon as possible

Job Location

Rubengera, Rwanda

Compensation

Commensurate with experience

Duration

Full-time job

Benefits

Health insurance paid time off

Sponsor International Candidates

No; Must have existing rights to work in Rwanda.

One Acre Fund never asks candidates to pay any money or pay for tests at any stage of the interview process. Official One Acre Fund emails will always arrive from an @oneacrefund.org address. Please report any suspicious communication here ([email protected]), but do not send applications or application materials to this email address.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender, gender identity or expression. We are proud to be an equal opportunity workplace.