Senior Manager, Customer Care at M-KOPA

Job Summary

• We are looking for a Senior Manager, Customer Care to provide leadership and support toward the delivery of the M-KOPA Nigeria customer strategy. You will also provide leadership and support over the daily operations of the M-KOPA Nigeria Call Center.
• You will lead multiple customer-facing teams across multiple customer interaction channels (Voice and non-voice).
• Your responsibilities will include overseeing the in-country customer support responsibilities which are: Quality and Training.
• You will report to the Global Head of Customer Care

To achieve this, you will;

• Implementing Customer Care Strategies. You will improve the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans.
• Manage Customer Care Operations. You will oversee the day-to-day operations of the call center to provide a seamless service to M-KOPA customers across multiple customer-facing teams.
• Multiple channel management. You will manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat, WhatsApp, Facebook, Twitter) within the expected Service Levels.
• Process improvements. You will review and refine internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies.
• Performance management. You will schedule and manage performance discussions and mentoring sessions to support the call center leadership in achieving individual goals.
• Recruitment. You will plan for, and recruit agents based on the call center staffing needs and as guided by the workforce forecasting requirements.
• Problem-solving.You will be the point of contact for all escalated issues related to customers, people or processes that require above a supervisor level to resolve.
• Cost control. You will manage the call Centre operations within cost-effective parameters and according to budget mandates.
• People management. You will be the contact between the HR Business partner and the customer care agents on people-related topics
• Reporting and analysis. You will provide reports on all important call center metrics both overall and at an individual agent level
• Outsourced Partner Engagement (BPO). You will be the point of contact for all engagements with the Outsourced partner (BPO) including managing overall performance and deliverables

Experience

• 5 years experience in a managerial role.
• Previous experience working in a call center environment or BPO setup.
• Experience managing multiple customer interaction channels (voice and non-voice)
• People management experience in a similar capacity
• Experience with call Centre operations and metrics
• Fluent in English

Education

• Bachelor's degree in any related field

Benefits, What's in it for you;

• Private health insurance (inpatient outpatient, maternity, eye care, dental and gym facilities)
• Group Life Cover and Personal Accident Cover
• Company pension (A mandatory basic national social security scheme)
• Airtime and Data allowance (dependent on the nature of the role)