Pilot Operations, Outreach & Community Support Associate at PeopleX Africa – Pilot Operations, Outreach & Community Support Associate

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