The Position:
Samasource is looking for an Associate to join our Professional Services Team. The Field Operations Associate will support Samasource by working directly with our Partner Delivery Centers on the ground in East Africa. Based in Nairobi, Kenya, the Field Operations Associate will provide a critical interface between Samasource Professional Services management teams and Partner Delivery Centers, and act as an in-region representative of our organization and mission. This position offers a rare opportunity to develop and integrate our organization’s mission and learn about scaling a successful social business model, managing partner relationships, and developing a startup social enterprise first-hand.
Your role will be to assist the International Alliances Manager with the following responsibilities as assigned:
Serve as a point-of-contact for Delivery Center partners.
Conduct on-site and remote training for Delivery Center staff on project related BPO operational processes to ensure project success.
Document and improve Delivery Center project related operational processes.
Engage with the Delivery Centers:
Collect day-to-day feedback, concerns, risks
Communicate any important update (general or project related)
Maintain accurate records regarding DC (worker count, worker background, ratios, attrition, etc)
Provide operational and logistical support to Samasource Professional Services team and management from field.
Conduct research on current ICT trends in developing economies
Support internal reporting of our Field Operations data, present progress and findings
Leverage insights from your analyses to drive our business model as we scale
Support Samasource field operations initiatives
Work closely with the Impact team and Professional Services team to continuously improve general framework for Samasource’s global field management program
Your Profile:
BA/BSc preferred
BPO, or startup experience preferred
Demonstrated ability to efficiently problem-solve, research issues and conduct preliminary analysis to help inform decisions
Ability to effectively communicate with people from diverse backgrounds and cultures
Demonstrated ability to adapt to new technologies, software and technical tools
Must be comfortable working independently in the field and provide leadership to the Delivery Center owners and workers to improve their results and processes
Ease in working in an unstructured, fast-paced environment with reliable execution, timelines and strong communication skills
Proven ability to efficiently problem-solve, research issues and conduct preliminary analysis to help inform Project decisions
Commitment to Samasource’s mission.
Spend around 75% of the time at the DCs.
Proficient with Microsoft Office programs (Excel, Word, etc.), familiarity with social media and online tools preferred
High level of energy and proven ability to do what it takes to get things done
High level of integrity
Fluency in English and Kiswahili
