We are searching for a dedicated, supportive Call Center Team Manager who can manage, coach and motivate customer service executives as they engage with our customers through the different voice and non voice platforms within the business. The Call Center Team Manager will support call center employees and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be responsible for driving performance of the team in line with the assigned KPIs ensuring that they understand and meet/exceed expectations through continuous engagements. You should be analytical, supportive, and prepared to act as a resource to the call center agents.

What you would be expected to do

• Ensure adherence to policies for attendance, established procedures etc.
• regularly keep performance metrics results in check and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
• Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
• Real time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
• Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
• Responsible for motivating and coaching the team while ensuring optimum performance.
• Keeping up to date with business development and new product lines
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans and schedule are maintained for all team members
• Manage the  fair and consistent application of performance management and disciplinary measures as necessary.
• Lead and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
• Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics.
• Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater for customer satisfaction
• Efficiency in case management in line with customer escalations resolution within the agreed SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
• Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, major system outages for follow-through and feedback to key stakeholders.
• Work with the management team to identify and deliver positive change and business efficiencies and  highlight operational risks and areas for improvement

You might be a strong candidate if you

• Bachelor's Degree/diploma
• 1 year experience managing call center teams (external 2 years)
• Proficiency with technology, especially computers, software applications and phone systems
• Good analytical and data interpretation skills.
• Exceptional verbal and written communication skills
• Strong and understanding of company products, policies and services
• Ability to coach, train and motivate employees and evaluate their performance
• Excellent Problem solving , leadership,and customer service skills
• Apt in escalations and disciplinary processes
• Efficient , and thorough with passion in customer service.
• Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
• Team management/ supervisory skills experience
• Coaching and communication skills
• Experience within call center set up
• Excellent leadership and communication skills
• Workforce management skills (added advantage)
• Strong coaching and people-development skills through call listening, quality feedback, etc.
• Ability to deal with demanding customers and escalations
• Energetic and motivating individual
• Creative thinking
• Background in managing front line and/or tier 2 support team responsible for FCR on complex customer issues
• Managed customer escalations which ultimately resulted in favorable customer satisfaction rating

We are looking for a dedicated and passionate Operations Intern who will support the Operations Team by performing a variety of administrative and operational processes to ensure consistent service delivery as per assigned KPIs. This will include but not limited to responsibilities related to Shop Administration and Shop Operations.

What you would be expected to do

Shop Administration 

• Verifying reliever worksheets and requisition documents
• Direct engagement with qualified relievers for onboarding
• Sharing reliever tracking numbers with respective stakeholders for payment processing
• Updating the M-PESA report tracker for validation
• Communicating to landlord and staff for rent due for processing
• Sharing rent payment confirmations to landlords
• Initiate reversals for wrong payments made to the shops till numbers
• Follow up on rent invoices submission for payment processing

Shop Operations

• Updating and maintaining product status information on inventory management system
• Drafting of declaration letters for losses reported by field teams
• Updating the voluntary declaration tracker for all losses reported by the field team
• Updating the reverse logistics tracker for all returns to the warehouse
• Updating the Shop location details tracker
• Drafting and sharing asset declaration forms for hardware assigned to the shops
• Follow up on dispatch of consumables as requested by the shops

You might be a strong candidate if you

• Have a degree qualification from a recognized institution preferably in Supply Chain Management
• Can multi-task and address competing priorities
• Are goal-oriented and organized team player
• Are proficient computer skills, including Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
• Possess excellent verbal & written communication skills
• Able to work remotely under minimal supervision

The Global Analytics and Technology function at Greenlight Planet helps us build technology enabled solutions based on data driven insights. We have a team of data scientists, data engineers, analysts, technical architects, android developers, web designers, backend engineers, product managers and UI/UX developers working on developing cutting edge solutions for the underserved billions to solve our business problems (Example: last mile delivery, Credit underwriting, credit risk management, Distribution channel digitization, churn management etc.)

What you would be expected to do

• Gather, prioritise and refine requirements while keeping team members well informed 
• Create Use Cases, Flow Charts, Mock Screens, PRDs for business requirements, user requirements, functional & non-functional requirements and system requirements 
• Working on the Go To Market / Rolling out of new products/apps/automations and resolving stakeholder queries/issues 
• Collaborate with cross-functional groups and assist in the entire product lifecycle from design to development to launch 
• Responsible for testing of applications/solutions/web panels at various stages of the life cycle 
• Working with the development team/or independently on integrations (using 3rd party tools to create mobile applications) 
• Travel as per company requirements to places including but not limited to Kenya, India Uganda, Nigeria, Myanmar and Tanzania 

You might be a strong candidate if you

• Have the experience of rolling out successful products in the past 
• have the ability to structure and analyze ambiguous problems 
• have the ability to communicate ideas clearly through workflows, feature descriptions etc. 
• are proactive and have the willingness to get hands dirty 
• pay attention to detail