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Sunday, 3 February 2013

Content and Services Specialist is needed by GRAMEEN FOUNDATION

About this job
 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

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

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.

Job summary
Kampala, Uganda, Africa
Career Level:
3 years
Bachelor's Degree
Job type:
Full time
Apply before:
15 Feb, 2013