{"id":3080696,"url":"https://alion.io/job/pula-call-centre-agent-2","title":"Call Centre Agent","company":{"id":177446,"name":"Pula","domain":"pula-advisors.com","url":"https://alion.io/company/pula","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"contractor","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-21T00:00:00Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-28T11:28:10Z","board_verified":true,"closed_at":null,"days_open":7,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":7},"description":"Position:Call Centre Agent\nNumber of Positions: 4\nLocation:Nairobi, Kenya (National Command Centre)\nReports to:Project Assistant\nAbout the Role & Project\nAs 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.\nIn 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.\nKey Responsibilities\nIncident 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.\nData 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.\nSupport 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.\nSensitive 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.\nClaim 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.\nIssue 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.\nProcess Improvement & Documentation:Assist in drafting call protocols, training materials, and intake guidance; identify gaps in existing data quality SOPs and suggest continuous operational improvements.\nTool & Technology Proficiency:Proficiently utilize designated telephony systems, CRM platforms, USSD interface consoles, and mobile/web data collection software as required by project specifications.\nIntegrity, 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.\nSocial Media Query Management: Monitor and respond to HWC-related inquiries, reports, and feedback across official social media platforms in a timely and professional manner.\nRequired Qualifications & Experience\nEducationDegree or Higher Diploma in Communication, Customer Relationship Management, Public Relations, Statistics, Information Systems, Social Sciences, Natural Resource Management, or a related field.\nExperience:Minimum of 3 years of experience in a fast-paced call centre, support desk, NGO, public sector hotline, or crisis response environment.\nLanguage Skills:Full fluency in written and spoken Englishand Kiswahiliis mandatory. Knowledge of at least one local language spoken in high-conflict conservation zones is a strong advantage.\nTechnical & Digital Proficiency:Familiarity with mobile and web-based data collection technologies \nProficiency in standard office suites, database navigation, and rapid data entry tools.\n\nKey Competencies\nHigh emotional intelligence, active listening skills, and trauma-informed empathy for dealing with distressed callers.\nStrong analytical mindset with sharp attention to detail regarding data accuracy and quality control.\nSelf-driven and able to work independently with minimal supervision while maintaining high ethical standards.\nAbility 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.\nStrong team player skilled at collaborating across diverse teams and field partners.","description_format":"text","description_chars":5352,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Kenya","iso":"KE","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Data & Analytics","AgTech","Reinsurance","InsurTech"],"lifecycle":[{"event":"open","at":"2026-10-22T12:08:40Z"}],"visa":[],"liveness":{"score":79,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.788,"p_room":1,"age_days":7,"expected_fill_days":22,"reasons":["conf:3","win:early"],"computed_at":"2026-10-28T05:59:10Z"},"pay":null,"html_url":"https://alion.io/job/pula-call-centre-agent-2","json_url":"https://alion.io/job/pula-call-centre-agent-2.json","meta":{"generated_at":"2026-10-28T12:33:53Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16586,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177446},"rest":"https://alion.io/mcp/rest/get_company?id=177446"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpula-call-centre-agent-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpula-call-centre-agent-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpula-call-centre-agent-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pula-call-centre-agent-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpula-call-centre-agent-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3080696}},{"tool":"search_jobs","arguments":{"company":"pula-advisors.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3080696},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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