Customer Care Manager at M-KOPA

To achieve this, you’ll be expected to:

• Implementing Customer Care strategies- Drive the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans
• Managing Customer Care 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 individual objectives and key results
• Recruitment- Plan for, and recruit agents based on the call center staffing needs and as guided by the workforce 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 contact for all engagements with BPO partners 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 metrics

Education

• Bachelor’s degree in any related field

Competencies

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