Senior Manager- Customer Care

M-KOPA
Full time
Apply by 15 May 2021

Job description

Department : Customer Care (CC)

Role title : Senior Manager- Customer Care

Location :Uganda (Lubowa)

Reporting to : General Manager or Head of Customer Care

ROLE PURPOSE

We are looking for a Senior Manager-Customer Care to provide leadership and support towards the delivery of the M-KOPA Uganda customer strategy. The Senior Manager Customer Care will also provide leadership and support over the day-to-day operations of the M-KOPA Uganda Call Center.

The role holder will lead multiple customer facing teams across multiple customer interaction channels (Both voice and non-voice). Responsibilities for this role will include overseeing the support functions (Training, Projects, and Quality) within the Uganda Call Center

KEY JOB FUNCTIONS

  1. Implementing CC strategies. Drive the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans.
  2. Managing CC operations. Support the HoD / Director, in overseeing the day-to-day operations of the call center with the aim of providing a seamless service to M-KOPA customers across multiple customer facing teams
  3. Multiple channel management. Manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat, WhatsApp, Facebook etc.) within the expected Service Levels
  4. Process improvements. Review and streamline internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies
  5. Performance management. Schedule and carry out performance discussions, coaching and mentoring sessions to support the call center leadership in achieving the individual objectives and key results
  6. Recruitment. Plan for, and recruit agents based on the call center staffing needs and as guided by the work force forecasting requirements.
  7. Problem solving. Be the point of contact for all escalated issues related to customers, people, systems, or processes that require above a supervisor level to resolve
  8. Cost control. Manage the call Centre operations within cost effective parameters and according to budget mandates
  9. People management. Point of contact between HR Business partner and the customer care agents on people related topics
  10. Reporting and analysis. Providing reporting visibility on all key call center metrics both overall and at an individual agent level
  11. Business Process Outsourcing. Be the point of contract for all engagements with BPO partner(s) including managing overall BPO performance and deliverables

EXPERIENCE, SKILLS AND COMPETENCIES

Experience:

  • Passionate about our mission of upgrading lives, and making life-changing products more affordable and accessible.
  • You can live and breathe our values of progress, ownership and transparency
  • Over 3 years’ experience in a similar role
  • Previous experience working in a call center environment or BPO set up preferred
  • Experience managing multiple customer interaction channels (voice and non-voice)
  • People leadership and management experience in a similar capacity
  • Good understanding of call Centre operations and metrices
  • Fluent in English and Luganda
  • Faultless integrity and openness combined with commitment to good governance.

Education:

  • Bachelors’ degree in any field but exceptions will be made for candidates who can show an exceptional track record in this area

Competencies:

  • Strong analytical and excellent communication skills
  • Excellent problem-solving skills


Certifications required

  • Customer Service
  • BPO Management

Degree qualifications

  • Bachelor’s Degree
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About M-KOPA

At M-KOPA, our aim is to increase access to life-improving technologies at huge scale. We do this through an innovative credit model – pay-as-you-go asset financing – of which M-KOPA was an early global pioneer. With offices in Nairobi, Kampala, Lagos, and London, M-KOPA serves over 1 million low-income households in Sub-Saharan Africa. Since its commercial launch in 2012, M-KOPA has made its name in off-grid solar power, providing customers with solar panels and solar-powered lights, televisions, radios, fridges, and more – this is often our customers' first access to electricity.

M-KOPA's affordable credit model can also be applied to assets beyond off-grid solar power, and in 2019, we began providing credit for smartphones, which enables our customers to move from feature phones to smartphones and improve their connectivity, communication, and information access. Today, smartphone financing is a rapidly growing business line – with enormous opportunities for innovation and increasing our customer impact – and it is the focus of this Strategy Manager role.

M-KOPA currently employs over 1,000 full-time staff across its operating countries. We value progress, innovation, pragmatism, collaboration, and – most of all – our customers. We have been well recognised for our pioneering business model and scale.

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Learn more about M-KOPA and see other open jobs on their career page.

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