Customer Engagement & Audit Supervisor at One Acre Fund Nigeria

One Acre Fund Nigeria – Founded in 2006, One Acre Fund supplies 1 million smallholder farmers with the agricultural services they need to make their farms vastly more productive. Our 8,000+ team is drawn from diverse backgrounds and professions. With operations across six core countries in Africa, we make farmers more prosperous by providing quality farm supplies on credit, delivered within walking distance of farmers’ homes, and agricultural training to improve harvests. On average, the farmers we serve harvest 50 percent more food after working with One Acre Fund. To learn more about our work, take a look at our Why Work Here blog for more information.

We are recruiting to fill the position below:

Job Title: Customer Engagement & Audit Supervisor

Location: Minna, Niger
Employment Type: Full-time

About the Role

We are looking for a passionate Customer Engagement & Audit Supervisor who will set up and manage the customer engagement unit, ensuring that customer queries are resolved within the stipulated service level agreement with an aim of improving overall customer experience and lead strategic innovations and interventions as the pilot ramps up for scale.
The Customer engagement and audit Supervisorwill report to theSystems Lead and, manage a range of 2-10 people within the team.

Responsibilities
The detailed scope of tasks is as follows:

Coordinate the daily running of and the activities of the team
Develop, align, and implement the call center operational strategy in cooperation with Heads of Department.
Efficiently improving departments operations.
Develop, align and implementing operational management (e.g. roles, policies and process) in the department, in alignment with department operational strategy
Participating in and contributing to regular team meetings
Workforce management- Implement work tools that are suitable and effective in achieving correct and optimal staffing levels.
Workflow processes- develop SOP’s that ensure a conducive work environment and enhance the effective use of all call center teams.
Manage the relationship with the Nigeria office and the ITO office
Provide performance reports daily, weekly and monthly establishing priorities, identifying continuous improvement areas and making suitable recommendations.
Proactive operations management that fosters a conducive work environment that aims to reduce risks associated with call center operations.
Develop a Quality assessment program that ensures audits are done consistently, identifies needs and recommend improvements
Regular review of Department KPIs, performance assessment vs KPIs along with related internal reporting
Assess and monitor the training and development needs of the staff in the department.
Ensure staff have the resources they require to perform their work
Undertaking any other duties which may be assigned by the Supervisor.

Career Growth and Development

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to mentorship and training programs, and regular feedback on your performance. We hold career reviews every six months, and set aside time to discuss your aspirations and career goals. You’ll have the opportunity to shape a growing organization and build a rewarding long-term career.

Qualifications
Across all roles, these are the general qualifications we look for. For this role specifically, you will have:

Bachelor’s Degree / Master’s Degree
3+ years experienceworking as a customer engagement lead with a bank, telecommunication company or related field
Experience working in a medium organization.
Data analysis and data manipulation is required
Knowledge of or experience working with startup ventures, joint ventures, strategic partnerships,is an asset.
Fluent in English&more than one local language(s) needed for interaction (Presentation, reading, written, spoken).

Preferred Start Date: