Content and Services Specialist Job Vacancy at Grameen Foundation in Uganda

Job Title: Content and Services Specialist

About this job

Our client Grameen Foundation is a non profit organization that is seeking to recruit result driven and motivated individuals for the Vacancy above;

Reports to: Manager, Content and Services

Job Summary: The Content and Services Specialist will be responsible for the successful implementation of the Content and Service strategy and overseeing the Call Center business while providing day to day leadership.  This is an opportunity for a dynamic and experienced professional in the Agriculture Sector/outsourcing business with a belief in the potential of technology to meaningfully improve rural livelihoods.

Duties and Responsibilities:

Provide Content development expertise

    Work with the CS team to enhance and expand of local content to drive adoption and impact like local input directories, local market prices.
    Works with CS Manager to develop the content strategy to which different sectors and verticals will provide expertise in.
    Work closely with team to identify content topics for seasonal campaigns and events.
    Facilitate the development and implementation of CS product marketing plans
    Create Product launch plans, develop marketing / promotional decks and presentations
    Work with the content development team to create quality assurance, maintain standards, and manage social media content including blogs.
    Generate reports and analyze content activity to provide ROI results and develop future content enhancements
    Work with content  developers /Tech team  to assess any technical challenges (technical troubleshooting) in displaying and delivering  content to farmers

Facilitate smooth running of the Farmer call center

    Develops quantitative and qualitative milestones and metrics from the immediate objectives and outputs of the-Call  Center
    Tracks and reports on key metrics and variables and provide periodic progress reports on Call center performance to the Management team.
    Works with the IS Manager and Call Center Advisors to ensure the application of standards and quality service delivery
    Leverages team’s knowledge, partner discussions and completed research studies to develop a deep understanding of complementary initiative, global trends in voice-based services, and use learning from related experiences to incorporate into implementation strategy
    Contributes towards  business decision-making and sustainability strategy for the initiative

Compliance

    Monitors phone calls to make sure that the specialists  are in compliance with the rules and regulations of  the organization (Quality assurance )
    Ensures that the team provides excellent customer service.

Implement with excellence

    Prepares achievable work  plans and targets  for  the Call Center Advisors
    Works with external partners to resolve  escalated queries in a timely  and efficient manner
    Supports and mentors the Call Center Advisors
    Identifies, monitors  and documents  key service areas  to ensure  that we  reach the desired population with a quality product at the right price and with the right promotions

Track and report results

    Clearly defines success metrics for each aspect of the project and the business overall
    Establishes transparent and easily accessible reporting framework to measure and communicates progress on a real-time basis – performance dash board
    Prepares timely and comprehensive analyses of progress against metrics and milestones
    Oversees development and ongoing use of monitoring and evaluation framework
    Prepares summary updates and reports as needed by management, funders, partners and other entities

Qualifications:

    A bachelor’s degree in Agriculture
    3+ years’ experience of professional call center supervision
    Content editing and management
    Ability to take initiative and work without constant supervision
    General professional experience
    Knowledge and practical work experience in the field of agricultural extension, farm advisory work and/or small farmer training and development
    Work in enhancement of rural livelihoods and sustainable development of rurally based business.



How to Apply:

Please follow the instructions as stated below as failure to do so could lead to disqualification.

1. Send an Application letter and CV/Resume.

2. Merge these two documents into one document in either word or pdf format.

3. Do not attach or send any scanned documents, these are sometimes too large for our inbox.

4. Include the job title and/or reference number in the subject line of the email address   and send your application by email to grameenjobs@nftconsult.com

5. Only successful candidates will be contacted. For all other inquiries please contact our offices directly.




Deadline: 28th January 2013