Pilot Operations, Outreach & Community Support Associate at PeopleX Africa

Role Summary

The Pilot Operations, Outreach & Community Support Associate will drive the structured rollout of the PeopleX pilot by combining SME research, outbound sales outreach, employer onboarding, workflow monitoring, and user support.

This is a high-execution, high-accountability role. The Associate will be responsible for identifying potential SME clients, contacting them directly by phone, email, or social media, introducing PeopleX services, converting qualified businesses into pilot users, and ensuring smooth operational follow-through.

This role blends operations, sales outreach, and structured community support.

Key Responsibilities

SME Research & Lead Generation (Outbound Focus)

• Research SMEs across target industries (retail, logistics, hospitality, manufacturing, services)
• Build and maintain a structured SME lead database
• Identify decision-makers (founders, operations managers, HR contacts)
• Prepare outreach scripts and call notes
• Maintain accurate CRM-style tracking of leads and outcomes

Cold Calling & SME Sales Outreach (Old-School Approach)

• Conduct daily outbound phone calls, emails, and social media direct messages to SMEs
• Introduce PeopleX clearly and confidently
• Handle objections professionally
• Schedule demo calls where needed
• Convert qualified SMEs into pilot sign-ups
• Maintain call logs and follow-up schedule
• Minimum expected outreach targets:
• 25–40 outbound calls per week
• Minimum 5 qualified conversations per week
• 2–3 confirmed pilot sign-ups per month (target to be refined)

SME Employer Onboarding & Coordination

• Support onboarding of SME employers into the PeopleX system
• Ensure completion of onboarding checklist (role clarity, timelines, screening setup)
• Follow up on employer inactivity or workflow delays
• Maintain live tracking sheet of employer progress
• Ensure employers understand how PeopleX works

Workflow Monitoring & Issue Tracking

• Monitor active hiring flows
• Flag drop-offs or user friction points
• Maintain structured issue log
• Escalate critical cases within 3 hours
• Provide early warning signals during pilot

Community & WhatsApp Support

• Respond to employer and candidate inquiries
• Guide users through screening steps
• Maintain <24-hour average response time
• Provide structured, professional communication

 Feedback & Reporting

• Collect post-process feedback from employers and candidates
• Categorize recurring themes
• Prepare weekly pilot performance report including:
  • SMEs contacted
  • Calls made
  • Conversion rate
  • Roles created
  • Applications started/completed
  • Shortlist outcomes
  • Feedback trends
  • Escalations

Data & Documentation

• Maintain structured records in shared sheets
• Organize employer and candidate data
• Track outreach performance metrics
• Support export and review of performance analytics

Education Requirements

• Minimum: Diploma / OND / NCE
• Preferred: Bachelor’s degree in Business Administration, Social Sciences, Management, Marketing, or related fields
• Academic excellence is not mandatory; structured thinking and execution are more important.

Experience Level

• 0–2 years of relevant experience

Experience in:

• Sales outreach
• Field coordination
• Customer service
• Community engagement
• Program support is preferred.
• Cold-calling or direct phone-based engagement experience is an advantage.

Required Tools & Technical Proficiency

Candidates must be comfortable using:

• WhatsApp (advanced user level)
• Google Workspace (Docs, Sheets, Drive)
• Microsoft Excel (basic to intermediate)
• Email communication tools
• Phone-based outreach (voice confidence required)
• Basic CRM-style tracking (spreadsheets or task boards)

Nice to have:

• Trello, Notion, or similar tools
• Basic analytics familiarity
• Prior exposure to startup environments

Core Competencies

• Confident phone communication
• Persuasion and objection handling
• Structured thinking
• Attention to detail
• Time management
• Professionalism in user interaction
• High accountability
• Resilience in cold outreach

Key Performance Indicators (KPIs)

• Outreach & Sales:
• 25–40 outbound calls per week
• 2–3 pilot SME conversions per month
• Consistent call tracking and follow-up discipline
• Operations:
• 100% onboarding checklist completion
• <24-hour response time to user queries
• Weekly pilot report delivered on time
• 80%+ feedback collection rate
• Escalation response within 3 hours

Work Structure

• Remote role
• Pilot-phase fixed-term engagement
• Weekly performance review with Founder
• Monthly outreach and conversion review
• Performance-based evaluation at end of each quarter