{"id":3987283,"url":"https://alion.io/job/tiko-request-for-proposal-kenya-call-centre","title":"Request For Proposal Kenya Call Centre","company":{"id":2059794,"name":"Tiko","domain":"tiko.org","url":"https://alion.io/company/tiko-org","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":"freelance","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kenya"],"countries":["KE"],"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":[{"name":"Instagram","optional":false},{"name":"WhatsApp","optional":false}],"status":"live","first_seen_at":"2026-11-03T10:27:17Z","employer_posted_date":null,"last_verified_at":"2026-11-03T10:27:17Z","board_verified":false,"closed_at":null,"days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"Tiko is an organization that uses its digital platform called Tiko to motivate users primarily young women and adolescent girls to make positive choices. We use nudges like reminders, discounts, in person and digital follow-ups, and reward points to encourage our users to access and use healthy products and services. We also support them in becoming entrepreneurs and adding value to their economies. Tiko’s reward points can be used to redeem products and services at local shops, or as subsidies to cover the cost of sexual and reproductive health (SRH) services, removing the cost to access for the users, who are primarily 15–24-year-old adolescent girls and young women (AGYW).\n\nTiko has operations in the following countries either by having offices or by working through local partners in Kenya, Uganda, Ethiopia, Burkina Faso, Nigeria and South Africa.\n\nTiko is looking to source a firm(s) to support through providing call center services in Kenya. We encourage local entities in the specific markets to apply. The firm/firms shall assist in being the recipient of beneficiary and partners queries (inbound calls) and carrying out interviews through the outbound calls to both validate uptake of services and obtain feedback on the quality of services provided.\n\nScope of Work\n\nThe call centre partner is expected to provide outbound call centre services oversee inbound client support on Phone with other possible channels being WhatsApp, SMS, Facebook and Instagram for a period of 1 year.\n\nThe required partner shall render call centre services that meet global standards which should include but not be limited to workspace for call center agents, with workstations that include a computer for each Agent, secure computer telephony integration systems, as well as sufficient reporting, training, staffing, supervision and quality control tools.\n\nThe details of the required services are as listed:\n\nMake outbound calls on behalf of Tiko.\n\nCapture data including voice logs resulting from outbound calls in a secure information management system.\n\nProvide raw data resulting from outbound calls at periods to be specified by Tiko.\n\nOversee inbound client support services on Phone, SMS, WhatsApp, Facebook and Instagram.\n\nProvide analyzed reports from data resulting from outbound calls inbound client support in the form of dashboards.\n\nGeneral Requirements\n\nThey will use their own premises to extend outbound call center services inUganda . The cost of premises & recurring costs related to connectivity & all kinds of utility services associated with setting up infrastructure and conducting the outbound calls will be borne by the call centre partner.\n\nThey will recruit, train (provide language, operational and soft skills training) and maintain the necessary staff in order to run the centre at optimum capacity at their own cost.\n\nThe Call centre partner is required to do all prior work of installing the required hardware & software, recruitment and training of agents, test dialing etc. in 30 days time from the date of award of contract to them and should start operations within this period.\n\nTECHNICAL REQUIREMENTS\n\nThe qualified firm should exhibit the following:\n\nDemonstration of experience and expertise of similar assignment with non-governmental\n\norganizations;\n\nProviding an activity plan (project plan) of actions to achieve the objectives of the assignment, specifying budgeted hours, timelines and sequence for its consultancy procedure and level of staff to be assigned;\n\nIncorporating CV's of the proposed professional staff of the core management team proposed for the engagement and the authorized representative submitting the proposal. CVs should demonstrate relevant experience of dealing with Tax matters within organizations similar to Tiko;\n\nList of current and past clients where the bidder has conducted mystery client/shopper experience along with the name of the organization, contact person, designation, and a contact number, nature of services and length of the appointment for at least three (3) International non-governmental organizations.\n\nEVALUATION CRITERIA\n\nProposals will be evaluated in two parts. The experience, technical proposal and financial quotation shall bear 70% of the total marks while the references and financial capacity shall bear 30% of the total marks.\n\nProposals should make clear about the relevant skills, experience and capacity of the participant, in respect of this particular SOW.\n\nProposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the SOW.\n\nProposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the SOW.\n\nProposal should clearly indicate compliance with the appropriate data protection, privacy, legal, social, tax and ethical issues applicable to the country\n\nMust be a registered firm in the country where they seek to provide the services.\n\nFunctionality evaluation criteria\n\nDescription\n\n1. Experience, Skills and Ability of Service Provider\n\nPast experience in similar work of this nature.\n\nTeam member experience (accompanied by brief CV's).\n\nAbility of the bidder to fulfil Tiko’s requirements.\n\nWeight: 30\n\n2. Technical Approach and Execution Plan\n\nProposals must contain the details of the proposed approach to be adopted in order to deliver the service in accordance with the SOW.\n\nWeight: 30\n\n3. Financial quotation\n\nProposals should clearly indicate whether or not bid participants have the financial capacity to meet the requirements of the TOR based on the previous value of similar works done e.g. by sharing copies of recent audited financial statements.\n\nWeight: 10\n\n4. References\n\nDid the bidder submit at least three relevant and contactable clients that were serviced in the past 36 months.\n\nWeight: 10\n\n5. Capacity\n\nProposals should clearly indicate whether or not bid participants have the capacity to meet the requirements of the SOW.\n\nWeight: 20\n\nTotal Weight: 100","description_format":"text","description_chars":6011,"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":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Women’s Health & Maternity","Public Health & Prevention"],"lifecycle":[{"event":"open","at":"2026-11-09T22:04:03Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":6,"expected_fill_days":57,"reasons":["seen:6","win:early"],"computed_at":"2026-11-10T06:52:35Z"},"pay":null,"html_url":"https://alion.io/job/tiko-request-for-proposal-kenya-call-centre","json_url":"https://alion.io/job/tiko-request-for-proposal-kenya-call-centre.json","meta":{"generated_at":"2026-11-10T09:36:37Z","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":22368,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-11T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"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":2059794},"rest":"https://alion.io/mcp/rest/get_company?id=2059794"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ftiko-request-for-proposal-kenya-call-centre"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Ftiko-request-for-proposal-kenya-call-centre"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"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%2Ftiko-request-for-proposal-kenya-call-centre"},{"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/tiko-request-for-proposal-kenya-call-centre\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ftiko-request-for-proposal-kenya-call-centre"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3987283}},{"tool":"search_jobs","arguments":{"company":"tiko.org","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3987283},"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. Docs: https://alion.io/developers"}}