Key Duties and responsibilities:

• Make calls and send SMS messages to the community elected promoters to collate information about dispenser/ILC device maintenance issues, chlorine refilling, and community issues regarding the dispenser/ILC device use and water treatment
• Make calls to secure field teams appointments for community meetings/trainings, community leaders meetings and/or field visits
• Maintaining a database of promoter contacts, promoter calls feedback and issues raised
• Ensuring that all calls and issues are logged on the issue tracker
• Maintaining a well-organized hard data and folders of promoter scripts, contacts etc
• Conduct community sensitization/re-education meeting as and when called for by your supervisors
• Share weekly reports with supervisor
• Timely reporting of any challenge with the toll-free lines
• Participate in program related activities as and when called upon by your supervisor
• Any other activity assigned by the supervisor

Key Performance Indicators:

• Call volume handled per day ≥ 60 calls and ≥ 300 calls per week
• 1st week of the 1st month of the quarter per day ≥ (30 calls and 400 SMS) ≥/per week (150 calls and 2000 SMS)
• 2nd week of the 1st month of the quarter per day ≥ (40 calls and 200 SMS) ≥/per week (200 calls and 1000 SMS)
• 1st week of the 3rd month of the quarter per day ≥ (30 calls and 400 SMS) ≥/per week (150 calls and 2000 SMS)
• 2nd week of the 3rd month of the quarter per day ≥ (40 calls and 200 SMS) ≥/per week (200 calls and 1000 SMS)
• Average Handle Time (AHT), i.e. Time spent on each call, including hold and wrap-up between 3–5 minutes
• First Call Resolution (FCR) , i.e. Percentage of Promoter issues resolved in the first interaction ≥ 80%
• Quality Assurance Score Evaluated using adoption monitoring for tone, accuracy, empathy, and process ≥ 90%
• Adherence to Schedule Time spent working during scheduled hours≥ 95%
• After-Call Work Time (ACW) Time spent finalizing case notes or follow-ups (Backchecks) after each call ≤ 2 minutes per call
• Attendance and Punctuality Presence and timeliness throughout the review period ≥ 98% attendance with minimal tardiness

Qualifications and Skills:

• A minimum education qualification of a UACE certificate
• At least 1-2 years’ experience working with communities, social enterprises and/or NGOs
• Certificate in office management, communication, community work, project management or equivalent is an added advantage
• Certificate in computer skills in MS office suite is an added advantage
• Good language skills (both spoken and written) in English and other local languages

Benefits