The Ugandan Jobline

Job Title:    Manager – Call Center Operations

Organization: d.light

Duty Station: Kampala, Uganda

Reports to: Head of Contact Center Operations, Group

About US:

d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy.

Job Summary:   The Manager – Call Center Operations is responsible for delivering exceptional customer experience to d.light customers and end-users. The job holder will continuously seek ways to improve cost-efficiency, grow collections, achieve targeted customer service metrics, and champion a “customer-first” culture within the organization.

Key Duties and Responsibilities:

• Deliver on set contact center metrics and targets within agreed timelines and costs.
• Implement and measure KPIs to drive improvement of service delivery standards.
• Collaborate with d.light’s technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
• Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness.
• Drive and implement all actions as requested by the business.
• Effective team management
• Reporting

KPIs

• Customer satisfaction versus target (Net Promoter Score)
• Average cost of customer service delivery versus target
• Call productivity at Call Center
• Partner Engagement
• Call Centre Metrics (Inbound/Outbound/KYC/Upsell)

Qualifications, Skills and Experience:

• The applicant must hold a Bachelor’s degree in social sciences or a business-related field.
• An additional Call Center/ customer service management focused qualification will be an added advantage.
• Five years’ working experience in Call Centre management
• Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
• Excellent interpersonal skills with the ability to motivate for results.
• Excellent oral and written communication skills.
• Dependability and multitasking abilities.
• Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance.
• Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures.
• Technical Knowledge in service supporting experience.
• Coaching
• Computer skills (MS Word, Excel, PowerPoint)
• Problem-solving, and decision-making
• Planning, and organizational skills with attention to detail.

How to Apply:

All suitably qualified and interested candidates should apply online at the link below.

Click Here

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