Call Centre Agent

Position: Call Centre Agent

Number of Positions: 4

Location: Nairobi, Kenya (National Command Centre)

Reports to: Project Assistant

About the Role & Project

As a Call Centre Agent for the Human-Wildlife Conflict Management System (HWCMS), operating within the National Command Centre, you will play a crucial role in managing all communication traffic related to the nationwide Human-Wildlife Conflict (HWC) Compensation Scheme. You will serve as the primary operational intake link between affected citizens, field officers, local administration, and scheme managers.

In this role, you will transition between compassionate citizen engagement, real-time First Notification of Loss (FNOL) data entry, rigorous data quality control, and frontline support desk operations. We are looking for a highly motivated, empathetic, and data-driven individual with exceptional communication and documentation skills, capable of ensuring high data integrity while handling sensitive, fast-paced incident reports.

Key Responsibilities

• Incident Intake & Case Registration (FNOL): Receive and accurately log inbound incident reports via the 24/7 toll-free hotline from citizens, Chiefs, Assistant Chiefs, Ward Officers, and field teams across all 47 counties, working on a rostered shift basis to maintain 24/7 coverage. Capture complete, structured datasets (claimant consent, particulars, conflict category, GPS/location descriptors, next-of-kin, and payment details) into the HWCMS/KWiCARE platform, generating unique Case IDs and security PINs/OTPs.

• Data Quality Checks & SOP Adherence: Conduct rigorous real-time data quality checks following established Standard Operating Procedures (SOPs) during intake to ensure data completeness, accurate metadata tagging, and zero errors in critical fields.

• Support Desk & Field Assistance: Provide continuous support desk services to claimants and field personnel (KWS Officers, Verification Officers), facilitating direct, clear, and constructive communication to resolve field operational or reporting challenges.

• Sensitive Case Escalation & Crisis Response: Execute immediate escalation in line with approved protocols for urgent and sensitive claims involving human death or severe bodily injury, triggering instant alerts to the Project Assistant, County Liaison Officers, Regional Officers, and KWS emergency response units while applying trauma-informed communication.

• Claim Tracking & Query Management: Utilize the central digital dashboard to provide real-time updates on claim status, guide callers on eligibility requirements and necessary documentation (police abstracts, P3 forms, medical records), and log complaints, feedback, or appeal queries.

• Issue Identification & Daily Reporting: Leverage call data and project knowledge to identify trends, operational bottlenecks, or recurring data quality gaps. Keep management informed through structured daily, weekly, and ad-hoc updates, and propose practical solutions to field/intake challenges.

• Process Improvement & Documentation: Assist in drafting call protocols, training materials, and intake guidance; identify gaps in existing data quality SOPs and suggest continuous operational improvements.

• Tool & Technology Proficiency: Proficiently utilize designated telephony systems, CRM platforms, USSD interface consoles, and mobile/web data collection software as required by project specifications.

• Integrity, Data Protection & Information Security: Maintain strict confidentiality and adhere to all data protection laws (including the Data Protection Act), information security protocols, and organizational policies when handling sensitive claimant, personally identifiable information (PII), or incident data. Demonstrate absolute honesty, transparency, and ethical conduct at all times.

• Social Media Query Management: Monitor and respond to HWC-related inquiries, reports, and feedback across official social media platforms in a timely and professional manner.

• Required Qualifications & Experience

• Education Degree or Higher Diploma in Communication, Customer Relationship Management, Public Relations, Statistics, Information Systems, Social Sciences, Natural Resource Management, or a related field.

• Experience: Minimum of 3 years of experience in a fast-paced call centre, support desk, NGO, public sector hotline, or crisis response environment.

• Language

Skills

• Full fluency in written and spoken English and Kiswahili is mandatory. Knowledge of at least one local language spoken in high-conflict conservation zones is a strong advantage.

• Technical & Digital Proficiency:

• Familiarity with mobile and web-based data collection technologies

• Proficiency in standard office suites, database navigation, and rapid data entry tools.

• Key Competencies

• High emotional intelligence, active listening skills, and trauma-informed empathy for dealing with distressed callers.

• Strong analytical mindset with sharp attention to detail regarding data accuracy and quality control.

• Self-driven and able to work independently with minimal supervision while maintaining high ethical standards.

• Ability to work flexible rostered shifts across 24/7 operations, multitask, prioritize high-volume call workflows, and strictly adhere to established SLAs under the direction of the Project Assistant.

• Strong team player skilled at collaborating across diverse teams and field partners.