Arid Lands Information Network (ALIN) BPO Manager Job in Kenya

About ALIN

Arid Lands Information Network (ALIN) is an international NGO that facilitates information and knowledge exchange to and between extension workers or infomediaries and arid lands communities in Kenya, Uganda and Tanzania.

ALIN’s vision is to have a knowledge driven society. The mission is to improve the livelihoods of arid lands communities in East Africa through delivery of practical information using modern technologies.

The information exchange activities focus on small-scale sustainable agriculture, climate change adaptation, natural resources management and other livelihood issues. To increase its reach and effectiveness, ALIN targets infomediaries who work for governments, NGOs, CBOs and faith-based organisations.

These are the people who act as a source of information and knowledge for the rest of the community out of duty or social responsibility. Community engagement is done through Maarifa (Knowledge) centres.

BPO Pilot Project

As part of its work, ALIN supports the use of ICTs to create opportunities where its Maarifa centres are located. ALIN wishes to pilot the concept of Business Process Outsourcing (BPO) in Nyahururu, a town outside Nairobi and hence we are looking for a results-oriented BPO Manager for the Pilot centre.

Job Description

The Business Process Outsourcing (BPO) Manager’s role will involve the overall management of the centre in order to ensure optimal work output, smooth operations and maximum profitability.

As such, they have the role of sourcing high value assignments, delivering high level customer care, and ensuring that assignments are delivered to clients on time and to the agreed standards. The Manager is responsible for supervision of BPO centre agents.

Key Responsibilities

Being service orientedAnticipating potential needs and problems of customersMaintaining a balance between business and customer needsFollowing through on commitmentsMaking recommendations of alternative solutions if customer expectations cannot be metEnsuring confidentiality of information is maintainedEnsuring transactions are processed effectivelyFinancial management to ensure adherence to determined standards and that the business remains viable and profitableMinimum Bachelor’s DegreeThorough knowledge of computer and communication systemsResearch, particularly internet-based researchDemonstrated familiarity with financial management and accountingPrior experience in working at a call centre is an added advantageExcellent verbal and written communicationAbility to manage professional teamsAbility to learn detailed instructions quicklySuperior problem solving skillsAbility to recognise business opportunitiesSolid computer literacy (Preferably ICDL)Positive attitudeHours of work may vary and shift work may be requiredThe nature of the work may require sitting for long periodsThe work demands long periods in front of computer screensStrong work ethicExceptional customer service skillsAbility to recognise business opportunitiesPositive attitudeA team playerTerms of Service

The successful candidates will be given a one year contract, which is renewable subject to continued satisfactory performance and increasing profitability of the Centre.

Application Process

Applications should include an updated CV and Letter of Expression of Interest. Copies of certificates are not required at this stage.

Deadline for applications:

Applications must be sent via e-mail to recruit@alin.net by close of business: October 7, 2011

ALIN is an Equal Opportunity employer and qualified female candidates and particularly encouraged to apply.

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