Duma Works is recruiting a Call Centre Agents Programme Coordinator for our client, Generation Kenya.
Generation
is a global youth employment programme that helps provide young adults the
opportunity to build successful careers and change their life trajectories.
We
are seeking a talented program coordinator interested in contracting for a
full-time role to lead the roll-out and scale-up of the Call Centre Agents
(CCA) programme to start in February 2017.
This
programme will be piloted in February 2017, and then scaled up over the course
of the year.
The
CCA Programme Coordinator will report to the Generation Kenya Operations Manager.
The
Programme Coordinator will be responsible for end-to-end delivery of CCA
cohorts including: mobilisation of candidates, training of delivery partner
staff in Generation methodology, preparation of new training centres, quality
assurance, managing relationships with employer partners during training and
after placement, post-graduation support of candidates and overall coordination
of the programme.
Responsibilities
1.
Managing Partners
·
Being primary point of contact
between Generation Kenya and delivery partners, students and employers
·
Building and maintaining
relationships with employer partners, including prospecting and on-boarding of
new companies
·
Ensuring that all regulatory requirements
and funder demands are met at the centre and student levels
Monitoring performance of delivery partner and students during boot-camp and after placement
Monitoring performance of delivery partner and students during boot-camp and after placement
2.
Programme coordination
·
Preparing training centres by
ensuring the readiness of all classroom materials (e.g. computers, chairs,
boards), utilities (e.g. electricity, internet, toilets), signage and materials
for field exercises (e.g. water, detergent), etc. before the start of each
program
·
Training/management of centre staff –
ensuring staff (coaches, teaching assistants) are prepared before program
begins, assisting them in solving problems, organising weekly staff meetings,
ensuring compliance with Generation’s monitoring tools and processes
·
Overseeing the planning and execution
of youth mobilisation and screening, from supervising use of different
mobilization platforms (print, social media, community mobilizers), to ensuring
quality execution of screening process (information sessions, literacy/numeracy
tests, 1:1 interviews, and registration)
·
Coordinating logistics of day-to-day
running of programs, including distribution of programme schedule and materials
to instructors and students, support of field exercise logistics, supervision
of use of grading tools (scorecard and assistance tracker), etc.
·
Scheduling and managing employer
presentations for candidates, organizing employer interview days, and
coordinating with employers once job placements have been made
·
Maintaining database with student
information and programme records before and after placement, ensuring
candidate performance follow-up and maintaining contact with all alumni
·
Solving for consistent programme and
process improvement
3.
Continuous Improvement
·
Collecting, synthesizing and
responding to feedback on the programme and the curriculum from students and
employers
·
Problem-solving on updates to
curriculum and operational improvements
Skills
/ Mindset Required
·
Bachelor’s degree
·
3-5 years of direct supervisory
management experience
·
Experience preparing youth for
employment
·
Ability to lead interactions and
meetings with employers, including negotiation of payment
·
Experience working in call centres or
business process outsourcing (BPO) sector preferred (but not required)
·
“Do-er” mind-set, with a passion for
the start-up environment, fast-changing priorities and achieving challenging
goals
·
Well-developed sense of attention to
detail
·
Interest in working in a fast-growing
organization and being an integral part of aggressive scale efforts
·
A positive, solutions-oriented
attitude, drive for excellence, and ability to be a team player
To
Apply
Please
forward your CV and quick summary (one paragraph) on why you’re interested in
the position to apply@dumaworks.com marking the subject as “2644”, Your Full
name & Phone number e.g. 2644 Barack Obama, +2547xxxxxxxx. If you
don’t follow these instructions, your application will not go through.
Deadline
for receiving applications: 5th February 2017
N.B.* You will receive a confirmation email and an alert to take a
basic screening test over SMS or online. The email with the test may not arrive
immediately. Please be patient. The email/SMS test will typically be 5-8
questions to help us understand your background. Regular SMS rates apply to the
test. If you have any issues with the process, please reach out to
+254702093793.
If
you apply and don’t meet these minimum qualifications, we won’t be able to
forward your application to the employer.