Summary
Date Posted: Friday, February 11, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Care Manager
Overview
The scale and impact of our work is massive. M-KOPA is a fast-growing Fin Tech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.
We are looking for a Customer Care Manager to provide leadership and support towards the delivery of the M-KOPA Zambia customer strategy. The Customer Care Manager will also provide leadership and support over the day-to-day operations of the M-KOPA Zambia 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 Zambia Call Center

Key Job Functions
• Implementing CC strategies. Drive the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans
• Managing CC operations. 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
• 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
• Process improvements. Review and streamline internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies
• 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
• Recruitment. Plan for, and recruit agents based on the call center staffing needs and as guided by the work force forecasting requirements
• 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
• Cost control. Managing the call Centre operations within cost effective parameters and according to budget mandates
• People management. Point of contact between HR Business partner and the customer care agents on people related topics
• Reporting and analysis. Providing reporting visibility on all key call center metrics both overall and at an individual agent level
• BPO. Point of contract for all engagements with BPO partner including managing overall BPO performance and deliverables

Experience
• Over 3 years’ experience in a similar role
• Previous experience working in a call center environment or BPO setup
• 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

Education
• Bachelor’s degree in any related field

Competencies
• Strong analytical and excellent communicationskills
• Excellent problem-solvingskills
M-KOPA is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained staff. Women, minorities, and people with disabilities are strongly encouraged to apply.
M-KOPA does not collect/charge any money as a pre-employment or post-employment requirement. This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.

Work Hours: 8

Experience in Months: 36

Level of Education: Bachelor Degree

Job application procedure
To apply for this job please visit jobs.lever.co.

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