ABOUT THE COMPANY:

Fonkoze is the leading microfinance institution in Haiti, with over 250,000 depositors, 52,000 active borrowers (99% of whom are women), and 46 branch offices spread throughout all 10 departments of Haiti. Fonkoze delivers a breadth of financial and non-financial services to its clients through two interrelated organizations, Fondasyon Kole Zepòl (Fonkoze), a Haitian Foundation, and Sèvis Finansye Fonkoze (SFF), a Haitian non-bank financial institution.

Fonkoze Contact Center (CC)’s intent is to be a model call center for the country of Haiti. In its first phase, it was set-up to offer three (3) types of internal services:
1) Rele Anmwe: crisis line for Fonkoze employees and customers
2) Zafèn : email support for customers interested in making direct loans or grants to Haitian entrepreneurs
3) Visa Pre-Paid Card: Creole support for customers utilizing US-based VISA Pre-Paid card

The Rele Anmwe component is being rolled out now, while the other two components are still in the development stages. A consulting firm provided Fonkoze with a detailed report (ADP Report) analyzing the CC’s structural needs and offering thorough recommendations for its improvement in the medium and long term.

SUMMARY OF FUNCTIONS:

Under the supervision of the CEO, the CC Director will work closely with FONKOZE’s management, the remittance staff, the Social Impact director, the Zafèn team, and the information technology provider, to ensure the efficiency of the CC and its long-term profitability through external services. The CC Director will refer to the ADP Report findings and recommendations as a guideline for his/her daily performance.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Hire and train CC staff in use of technology implemented and customer service procedures
• Distribute tasks among staff members and ensure completion of work
• Review performance of staff every 6 months
• Create and compile regular monthly management reports and ad hoc reports as requested by management
• Interact with IT department to ensure smooth running of equipment and system
• Work closely with CC clients (Zafèn, Social Impact, Transfer Service and other external clients) to ensure the quality of the service and information provided to those who call, fax or send email requests to the CC
• Supervise CC Administrator’s work
• Seek opportunities for call-center marketability; follow-up with leads initiated by the Interim CC Director for provision of 3rd party services (negotiate service level agreements and ensure adherence to terms); work continuously on identifying opportunities for rolling out new services
• Develop a business model/plan for the CC ensuring its sustainability within two years
• Use ADP report indicators to monitor overall performance of the CC

JOB QUALIFICATIONS:

• Bachelor’s Degree in Business Management, Economics, or other relevant field
• At least three years with supervisory and or/management experience
• Customer service experience a plus
• Ability to speak, read and write French, Creole and English; Spanish language skills are a plus.
• Experience performing data analysis and making management recommendations
• Proficient in Microsoft Office and Access
• Experience with basic telephony features (voice mail, call waiting, conference calling) necessary; experience with PBX call dispatching features a plus.

Position: Contact Center Director
Reporting to: Chief Executive Officer (CEO)
Location: Port-au-Prince, Haiti

resume, cover letter and salary requirements