Call Center Manager 232 views

Komaza Forestry Ltd is looking for a Call Center Manager

Location: Nairobi, Kenya

About Company:

Komaza is revolutionizing African forestry by unlocking the potential for small-scale farmers to serve booming wood markets. By combining high-scale operations with digital intelligence, we are currently planting commercial-grade forests at a rate of over 1 million trees with 5,000+ new farmers per year, making us Kenya’s largest industrial tree planter.

The Komaza Call Center, part of the Business Operations Unit, is a new initiative to support Komaza farmers across Kenya. It will serve as a critical service center for the organization.

About the Role:

The Call Center Manager will lead the growth and development of our call center, which plays a vital role in building trust with our customers and in serving them effectively. We are looking for someone who has proven success in improving customer satisfaction through the efficient running of a call center, is passionate about improving the lives of smallholder farmers in Africa and is eager to join a fast-paced social enterprise with huge potential for growth and impact.

Responsibilities:

• Drive the setup of our Call Center, including the development of scripts and FAQs based on learnings from our Field Operations team, and training materials for Call Center Advisors.
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.).
• Hire, train, coach, and mentor Call Center Advisors to serve our customers in a way that results in an extraordinary customer experience.
• Answer advisors’ questions guide them through difficult calls or issues, and handle issues directly that cannot be handled adequately by the Advisors. Lead the escalation across departments for resolving any new or challenging issues.
• Collaboratively set daily, weekly, and monthly targets for Call Center Advisors that align with business objectives.
• Monitor performance of the Call Center Advisors and identify and implement approaches to continuously improve efficiency, productivity, and customer experience.
• Assume responsibility of budgeting and tracking expenses for the Call Center.
• Collect, analyse, and communicate call centre statistics e.g. # Issues opened by type of issue, # Issues resolved positively/negatively, resolution timing and call wait times, # Calls made, # SMS’s sent, and costs.
• Prepare and communicate reports on vital insights gathered from the calls that will enable other departments to improve our products, field operations or other aspect that affects the farmer experience.
• Spot check calls for quality assurance.
• Set and maintain the highest standards for call center operations, including but not limited to training, performance management, issue resolution.

Requirements:

• Proven experience as call center manager or similar position in Kenya
• 4+ years’ experience in customer service Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.) Proficient in Excel or G-Suite and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Positive and patient
• Highly detail-oriented
• Obsessed with user experience and customer satisfaction
• Highly quantitative – you are a data-driven decision maker
• Empathetic leader – your EQ is as high as your IQ
• Passionate about working in a business with strong social impact
• Able to inspire and advocate internally and externally – you know that influence is more effective than authority.

Interested candidates please apply.