Field Coordinator job at Q-Sourcing Limited

About the Organization

Q-Sourcing Servtec, a hallmark of HR excellence in East Africa, stands as the go-to recruitment agency for organizations aiming for growth. As a frontrunner in human capital management, our expertise spans across talent acquisition, training, and outsourcing, catering to the diverse needs of businesses in Uganda, Kenya, Rwanda, Tanzania, and South Sudan. Our solutions don’t just stop at hiring; we dive deep into assessing and developing both people and systems, ensuring organizations harness their full potential in this rapidly evolving work landscape.

For over 17 years, we’ve been the bedrock for countless East African businesses, offering them innovative staffing solutions and providing sustainable employment opportunities across various sectors. Whether it’s head hunting experts in Tanzania, casual management services in Kenya, or expatriate management in Uganda, our commitment to elevating the HR realm remains unwavering.

Job Description

The Field Coordinator (FC) plays a pivotal role in delivering exceptional customer support by collaborating with various departments, overseeing service/support cases, and efficiently dispatching Field Agents. Working closely with the Call Centre and regional teams, the FC ensures the timely monitoring and appropriate handling of all service cases across the organization.
To facilitate swift resolution, the FC must thoroughly understand the mandates, policies, and procedures of each department to direct relevant service cases to the appropriate channels.

Duties and Responsibilities

Staff Collaboration

Facilitates regular communication between management, the call center, and support staff to streamline logistics and field support operations.
Assists in recognizing on-the-ground successes and shares valuable insights across the organization.
Collaborates with training resources to educate new staff on field operations policies and procedures where necessary.

Logistics and Operations Support

Serves as the primary liaison between Ithuba field operations.
Conducts initial fault and resolution with retailers when required.
Collaborates closely with Technical teams to resolve technical issues in field operations.
Manages and updates the Case Management module of the Operations Management System (OMS) as needed.
Coordinates the deployment of Field Agents nationwide for on-site service calls that cannot be resolved over the phone.
Assists Regional Managers in managing the call cycles of field agents to ensure compliance.
Coordinates logistics from the main warehouse in Kampala to regional warehouses as necessary.
Manages the delivery of orders placed by retailers.
Generates and distributes daily, weekly or ad-hoc reports for Field Operations.

Fleet management

Manages fleet of vehicles ensuring that here is fuel on the fuel cards.
Monitors and tracks vehicles in conjunction with call cycles.
Reports any anomalies i.e.: Speeding, overspending on fuel cards to management.
Reconcile fuel card usage on a monthly basis.
Vehicle service records and service bookings must be adhered to as per OEM vehicle specification.