M-KOPA Solar Customer Care Operations Manager Job in Kenya

M-KOPA Solar, headquartered in Nairobi, Kenya, is the global leader of "pay-as-you-go" energy for off-grid customers.

The company was founded in 2011 by former executives behind M-PESA (the world's leading mobile payment platform) on the belief that mobile technology could revolutionize energy services in emerging markets the same way it has already revolutionized the delivery of communications and financial services.

Position Title: Customer Care Operations Manager
 

Department: Customer Care
 

Overall Purpose: The successful applicant for this role will be an experienced individual with a proven ability to build and manage a team of customer service representatives whilst leading core customer-facing business areas including marketing and customer performance monitoring and analysis. 

Preferred experience in consumer-facing services, mobile money, airtime or other goods and services on a national scale across East Africa.

Responsibilities:
 

Lead all aspects of customer service including:

• Formulate, plan and execute Call center policies and procedures such as call-scripts and KPIs
• Organizing staffing, including shift patterns and the number of staff required to meet demand
• Managing the daily running of the Call Center, such as working with Finance/Tech dept in sourcing equipment that meet industry standards
• Effective resource planning and implementing call center strategies and operations
• Carrying out needs assessments and performance reviews
• Setting and meeting performance targets for speed (AHT), efficiency and quality
• Ensuring all relevant communications from dealers/agents as well as customers is properly recorded and data is updated such as location and contact information
• Communicating to CCRs on products available for orders especially when shipping is delayed
• Liaising with relevant stakeholders/support departments to streamline Call Center day to day Operations such as Engineering, Admin etc
• Managing growth of professional customer care team through training.
• Designing with the help of the data department and implementing reports to monitor performance of individual CCRs and teams.
• Developing and analyzing reports on customer behavior and formulating strategies to improve Customer performance.
• Working with team members to investigate and resolve complex complaints or issues raised by Customers, e.g. relating to service or product performance.
• Maintaining up-to-date knowledge of industry developments and involvement in networks;
• Monitoring random calls with the help of the Quality department to improve quality, minimize errors and track operative performance;
• Working with the HR department in coordinating staff recruitment, including writing vacancy advertisements.
• Reviewing the performance of staff, identifying training needs and planning training sessions with the help of the Call center Training lead
• Coaching, motivating and retaining staff and coordinating bonus, reward and incentives
• Forecasting and analyzing data against budget figures on a weekly and/or monthly basis.

Incumbent Requirements:
 

Experience

• 3+ years high-level experience in customer care, preferably in a related industry: financial, mobile-money or other commission based product/service in East Africa.
• Proven ability to build and manage a professional CCR team and support functions, in a comparable industry.
• Experience in the development and management of reports-based customer analysis.
• Educated in a related field, such as business administration, customer service or marketing.

The position comes with a competitive and generous salary package that includes a monthly salary, company bonuses and comprehensive medical insurance.

Application
 

To apply, send an updated detailed copy of your well named and labelled cv and a cover letter expressing why you feel you would be an excellent candidate for the role to applications@mkopa.com with only the subject “CCOM”