Senior Manager, Customer Care at M-KOPA Nigeria

The scale and impact of our work is massive. M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

We are recruiting to fill the position below:

Job Title: Senior Manager, Customer Care

Location: Lagos
Employment Type: Full-time
Department: Customer Care

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.

Responsibilities
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.

Requirements
Education:

• Bachelor's Degree in any related field.

Experience:

• Over 3 years experience in a similar role
• Previous experience working in a call center environment or BPO set up.
• 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.

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).

Application Closing Date
Not Specified.