Call Centre Jobs – Deputy Operations Manager – M-KOPA Solar

M-KOPA Solar
Duty Station:
Lubowa, Kampala, Uganda
Reports to:
Head of Customer Care
About US:
M-KOPA Solar is the
global leader of “pay-as-you-go” energy for off-grid customers. Since its
commercial launch in October 2012, M-KOPA has connected more than 600,000 homes
in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 new
homes each day. The success of M-KOPA (M= mobile, KOPA= to borrow) stems from
making solar products affordable to low-income households on a pay-per-use
installment plan. Customers acquire solar systems for a small deposit and then
purchase daily usage “credits” for US $0.45, or less than the price of
traditional kerosene lighting. After one year of payments customers own their
solar systems outright and can upgrade to more power.
Job Summary:   The
Deputy Operations Manager  is mainly responsible
for the seamless operation of the call Centre. The role is responsible for
driving achievement of all operational SLAs; ensuring that the call Centre work
force has the required tools to perform to the business expectations..
Key Duties and Responsibilities: 
  • Providing effective leadership to team leaders responsible for the
    day-to-day operations and directing their activities
  • Participates in the recruitment and Training of Team leader and CCRs
    and follow up to ensure a seamless onboarding process.
  • Is responsible for the training of team leaders and creating an
    environment that fosters their growth and development as well as that of
    their team members.
  • Setting Key Result Areas (KRAs) for Team leaders and customer care
    representatives and monitoring the team performance to ensure that the set
    performance standards and Service Level Agreements are met or exceeded and
    are in line with the company’s operational policies and procedures.
  • Identifying, recommending and implementing various programs and
    motivational strategies to create staff engagement and eventually proper
    customer satisfaction
  • Responsible for interpreting or initiating request for desired call
    centre management reports for various stakeholders and clients and making
    recommendations for improvement strategies
  • Responsible for ensuring new programs, products and services are
    launched within the quality guidelines and expectations of the client
  • Monitoring real time work flow and provide guidance and floor
    support to Team leaders
  • Ensuring all relevant communications, records and data are updated
    and recorded
  • Review all concerns or issues escalated from customer care
    representatives during assigned shifts to meet any immediate needs and
    forward to designated stakeholders for follow up
  • Assess workforce planning to ensure sufficient staffing. In liaison
    with Work Force Planner, ensure manpower schedule is planned and distributed
    to the call centre staff appropriately as per the call forecast and trend

Qualifications, Skills and Experience: 
  • The ideal candidate for the M-KOPA Solar Deputy Operations Manager
    job must hold a Degree from a related field from a recognized Institution
  • Three years of experience in leading teams preferably in a call
    centre environment.
  • Excellent open and proactive written and oral communication skills
  • Leading with Emotional Intelligence
  • Great Influencer
  • Effective communicator
  • Ability to drive and manage change
  • Ability to work efficiently in a high demand, team oriented, and
    fast paced environment.
  • Solid problem-solving skills
  • Knowledge of Microsoft applications to include Project, Excel, Word
    and Power point
  • Proven analytical skills
  • Knowledge of business process development and improvement
How to Apply:
All suitably
qualified candidates are invited to send a comprehensive CV by e-mail to Please kindly mark your application as “Application _
“Deputy Operations Manager”_ in the subject line of your email. The interested
candidates should submit their application and CV addressed to
The Head of Human
Resource & Administration,
M-KOPA Uganda
Lubowa Estate, Plot
1300 -1301 Kampala.
Deadline: Wednesday 20th March, 2019 by 5:oo PM
Please Note: Due
to the large number of applications received by us, we regret that you will not
be contacted unless you are short listed for the post and invited for an
interview. Therefore, if you have not heard from M-KOPA within 2 weeks of the
date of the deadline your application, you should assume that you have not been
successful on this occasion. This measure has been taken in the interests of
efficiency and cost effectiveness and we apologize for any inconvenience this
may cause.
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