Customer Care jobs, Business Analysis jobs, M-Kopa jobs, Jobs in Kenya,
Workforce Lead
Are you prepared to embark on an extraordinary journey with M-KOPA?
- 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.
Customer Care Training Officer
Are you prepared to embark on an extraordinary journey with M-KOPA?
- As a Customer Care Trainer, your main objective will be to facilitate training presentations and monitor Customer Care Representatives’ performance to identify and close skill gaps. This role supports both in-house and BPO agents, providing coaching and engagement, and assessing agents via monthly evaluations
- You will conduct training sessions according to a predefined calendar on M-KOPA’s products, processes, systems, customer handling skills, and soft skills. Additionally, you will assist in developing training guides and materials tailored to these key areas and help create customer-facing content like IVR scripts, SMS, videos, infographics, flyers, and call scripts.
- Working with the BPO training team, you will coordinate training for new joiners and ongoing refreshers. You will act as a liaison between customer care and other departments, communicating feedback and training needs to relevant stakeholders. Your duties also include developing and administering knowledge quizzes and tracking results for assigned teams.
- You will analyze training needs based on feedback from Quality, Team Leaders, call listening sessions, and mystery shopping, scheduling training sessions as needed. Additionally, you will prepare and present reports on training progress, trends, and impact, ensuring our programs are effective and our Customer Care department maintains high standards.
- While a bachelor’s degree in any field is acceptable, you will need at least two years of professional experience as a trainer. Computer literacy, especially with Excel and PowerPoint, is necessary for this role. Creativity is a big plus, as we are on the lookout for innovative solutions and fresh ideas.