Call Centre Agent

As a Call Centre Agent for the Human-Wildlife Conflict Management System (HWCMS) at the National Command Centre, you will manage all communication traffic for the nationwide Human-Wildlife Conflict (HWC) Compensation Scheme. This involves serving as the main operational intake point for affected citizens, field officers, local administration, and scheme managers. The role requires transitioning between empathetic citizen engagement, real-time First Notification of Loss (FNOL) data entry, strict data quality control, and frontline support desk operations. The ideal candidate will be highly motivated, empathetic, and data-driven, possessing excellent communication and documentation skills to ensure high data integrity while handling sensitive, fast-paced incident reports.

1. Receive and accurately log inbound incident reports via a 24/7 toll-free hotline from citizens, local leaders, and field teams across all 47 counties, working on a rostered shift basis.
2. Capture complete, structured datasets including claimant consent, particulars, conflict category, location details, next-of-kin, and payment information into the HWCMS/KWiCARE platform, generating unique Case IDs and security PINs/OTPs.
3. Conduct rigorous real-time data quality checks during intake, adhering to Standard Operating Procedures (SOPs) to ensure data completeness, accurate metadata tagging, and zero errors in critical fields.
4. Provide continuous support desk services to claimants and field personnel, facilitating clear communication to resolve operational or reporting challenges.
5. Execute immediate escalation for urgent and sensitive claims involving human death or severe bodily injury, triggering instant alerts to relevant project and KWS emergency response units, while using trauma-informed communication.
6. Utilize the central digital dashboard to provide real-time updates on claim status, guide callers on eligibility requirements and necessary documentation, and log complaints, feedback, or appeal queries.
7. Identify trends, operational bottlenecks, or recurring data quality gaps using call data and project knowledge, providing structured daily, weekly, and ad-hoc updates to management and proposing practical solutions.
8. Assist in drafting call protocols, training materials, and intake guidance, and suggest continuous operational improvements by identifying gaps in existing data quality SOPs.
9. Proficiently use designated telephony systems, CRM platforms, USSD interface consoles, and mobile/web data collection software as required.
10. Maintain strict confidentiality and adhere to all data protection laws, information security protocols, and organizational policies when handling sensitive claimant, personally identifiable information (PII), or incident data, demonstrating absolute honesty and ethical conduct.
11. Monitor and respond to HWC-related inquiries, reports, and feedback across official social media platforms in a timely and professional manner.

1. A Degree or Higher Diploma in Communication, Customer Relationship Management, Public Relations, Statistics, Information Systems, Social Sciences, Natural Resource Management, or a related field.
2. Minimum of 3 years of experience in a fast-paced call centre, support desk, NGO, public sector hotline, or crisis response environment.
3. Full fluency in written and spoken English and Kiswahili is mandatory.
4. Knowledge of at least one local language spoken in high-conflict conservation zones is a strong advantage.
5. Familiarity with mobile and web-based data collection technologies.
6. Proficiency in standard office suites, database navigation, and rapid data entry tools.
7. High emotional intelligence, active listening skills, and trauma-informed empathy for dealing with distressed callers.
8. Strong analytical mindset with sharp attention to detail regarding data accuracy and quality control.
9. Self-driven and able to work independently with minimal supervision while maintaining high ethical standards.
10. Ability to work flexible rostered shifts across 24/7 operations, multitask, prioritize high-volume call workflows, and strictly adhere to established SLAs.
11. Strong team player skilled at collaborating across diverse teams and field partners.