Customer Care Workforce Lead at M-KOPA

Job Description

• We are on the lookout for someone to join our Customer Care team as a Global Workforce Lead. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.
• In this role, your main objective will be to support the Customer Care and BPO teams by providing workforce support in-house and to the outsourced BPOs. You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.

Reporting directly to the Global Workforce and Analytics Manager, you will have the chance to contribute to our global operations while benefiting from a supportive managerial structure. You will be expected to provide operational support to the Global workforce team, which includes developing daily operational plans that cover workforce tasks, reporting, intra-day updates, and dashboard updates. As the overall owner and executor of the global workforce strategies, you will work with workforce officers to drive execution and coordinate the adoption of workforce best practices across markets.

• Your role will also involve forecasting call center volumes on a weekly, monthly, and quarterly basis using the provided tools, which will inform hiring and scheduling plans. You will develop and implement Call Center Agents' schedules across teams at the BPO premises and monitor call center performance in real time to ensure agent optimization. Additionally, you will generate and consolidate real-time, daily, weekly, and monthly call center reports across markets. You will be responsible for providing KPI schedules for annual and quarterly updates, which feed into bonus payments.

• As a leader, you will guide a team of workforce analysts, developing a best-in-class support team across markets. You will conduct performance discussions, coaching, and mentoring sessions to help workforce analysts achieve their overall departmental objectives and key results. Moreover, you will act as the point of contact for all workforce escalations related to people, systems, or processes, engaging with the Global Workforce and Analytics Manager to resolve issues efficiently.

• We are looking for someone with excellent problem-solving abilities who can collaborate with teams across different markets. If you have a Bachelor’s degree in Statistics, Business Administration, Economics, or Actuarial Science, and possess strong analytical and excellent communication skills, then you might be a good fit for our team.