Fresh Jobs at Greenlight Planet

Department: EasyBuy Program Management
Reporting To: Quality and Training Lead, Nigeria

The Team You Would Join

• The Quality Assessor will work closely with the customer service executives, training team, and customer service team managers to serve existing and potential customers by ensuring the customers are satisfied with the service offered with a great customer experience and equip the customer service executives with the right knowledge and skills for efficiency purposes

What You Would be Expected to Do:
Reporting:

• Create reports that reflect agents' performance.
• Report agent and team’s performance to leadership.
• Provide customer insights reports to management.

Customer Service Team Engagement:

• Participate in calibration sessions to maintain consistency in internal evaluations.
• Accompany evaluations with meaningful and constructive feedback.
• Discuss and explain feedback with agents in regular meetings.
• Participates in customer and client listening programs to identify customer needs and expectations.

Analysis:

• Assess agents’ interactions based on internal standards. 
• Analyze all customer service metrics. 
• Provide data on customer experience feedback and agent behavior.

Requirements
You might be a strong candidate if you:

• Have a Bachelor's Degree in a Communication or Business related field.
• Have 2 - 3 years of Call Center Experience.
• Are passionate about positively impacting the lives of rural consumers.
• Are a strong collaborator with great interpersonal skills to mentor your team to deliver on expectations.
• Are comfortable working with Powerpoint and MS Excel?
• Have outstanding customer service skills and dedication to providing exceptional customer care.
• Have exceptional listening and analytical skills.
• Have good knowledge of customer relationships or customer service practices.
• Can adapt well to change and successfully set and adjust priorities as needed.

What We Offer (in addition to compensation and statutory benefits)

• An opportunity to grow as a professional in a dynamic, fast-growing, high impact industry; 
• The chance to work in an open-minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;  
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds. 
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy.

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Department: EasyBuy Direct Sales
Reporting To: Customer Engagement Manager, Africa

Job Description
The team you would join:

• The Customer Engagement Manager - Nigeria will lead and work closely with the call center team with a vision in ensuring that the performance KPIs are respected and in return offer support in management and training with the assistance of the customer engagement officers.

Job Responsibilities
What you would be expected to do:

• Set up work models, targets and metrics of work for the Customer Engagement Team.
• Ensuring briefings are held with the customer engagement team to share their expectations.
• Ensure daily, weekly and monthly reporting on all outbound calls and performance against KPIs.
• Closely monitor, and track performance and SLAs related to the credit and finance and welcome teams are up to standards with an understanding that they form part of the critical lines of business for the organization.
• Consolidate and validate training and development requirements to the customer engagement team.
• Continuously coach and mentor the team.
• Hold one-on-one discussions with team members to enable focus on individual issues that affect performance.
• Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance.
• Document all absences and ensure records are updated on available systems.
• Drive a customer-centric culture across the organization.
• Monitor, track and report on the viability of work resources, working systems and work tools on remote functions.
• Manage and Evaluate performance appraisals for Nigeria customer engagement functions.
• Leads and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations. Target is to enable managers leading their teams independently, with a high degree of collaboration and within a competence-based network.
• Close collaboration with other functions (e.g operations, finance, HR, sales team) within the Nigeria market and forming platforms for collaboration of the respective teams.
• Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity and quality to deliver best in class support to all customers across all engagement business lines and products.
• Outline and manage the functions within the call center team to industry expectations.
• Guide and mentor customer engagement officers through training and mentorship programmes.
• Ensure Peak times and Nigeria engagement metrics are as par the market standards.

Requirements
You might be a strong candidate if you:

• Have a Bachelor / HND Degree from any Higher Accredited Higher Insitution
• 3 years plus experience of managing operational customer engagement teams at a team manager role.
• Must be a team player, patient and people centric as you will be dealing with a highly skilled and conversant team.
• Have keen analytical and research abilities i.e You’re Are highly analytical and able to translate customer feedback into data, and customer ideas into product recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills and able to use these relationships to deliver engagement improvements.
• Excellent communication and negotiation skills.
• Strong organizational skills ensure you’re on top of every follow up and nothing falls through the cracks.
• Ability to work well and mentor culturally diverse skilled teams.
• Good with staff engagement and team motivation concepts that can boost staff morale.

What We Offer (in addition to compensation and statutory benefits)

• An opportunity to grow as a professional in a dynamic, fast growing, high impact industry;
• The chance to work in an open minded, collaborative culture surrounded by enthusiastic Greenlighters who are driven by the challenge of continuously innovating and growing a smart, sustainable business with profound impact on the world;  
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds. 
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Greenlight Academy.