Job Title: Customer Service Team Leader
Organisation: BURN Stoves
Duty Station: Kampala, Uganda
About US:
In 2010, after spending 13 years as a cookstove consultant in Central America and Sub-Saharan Africa, Peter started Burn Design Lab and BURN Manufacturing Co. on Vashon Island, Washington. On a shoestring budget, BURN has assembled a team of world-class designers and engineers who are equally committed to designing the most fuel-efficient cookers in the world.
In 2014, BURN launched its first full manufacturing facility in Kenya – the first and only of its kind. BURN is now the only vertically integrated modern cookstove company in sub-Saharan Africa. The solar-powered facility currently has a capacity of 250,000 stoves per month and employs over 2,500 people, half of whom are women.
Job Summary: BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills.
Key Duties and Responsibilities:
Performance Management & Tracking:
- Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.
- Maintain the CTA Tracker.
- Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.
- Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).
- Fair and consistent application of performance management and disciplinary measures as necessary.
- Support the team in achieving daily, weekly, and monthly sales and debt collection targets.
Operational Management:
- Manage day-to-day line activities, prioritize tasks, and make risk/impact assessments to achieve SLAs.
- Ensure adherence to the Workforce Plan.
- Keep up-to-date with business development and new product lines.
- Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.
- Work with the management team to identify and deliver positive change and business efficiencies.
- Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.
- Escalate any appropriate problems to management.
Team Leadership:
- Work closely with the team, providing motivation and coaching to enhance individual and collective performance.
- Host daily pre/post-shift meetings.
- Attend all calibration sessions.
- Maintain training and development plans for all team members.
- Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.
Process Proficiency:
- Demonstrate proficiency in debt collection and/or Pay-go processes.
Other Duties and Responsibilities:
- Perform other responsibilities and miscellaneous duties as requested or assigned by management.
Qualifications, Skills and Experience:
- Always maintain integrity and be a positive ambassador for BURN
- Strive for continuous improvement in the services that we offer our customers.
- Maintain an open and receptive attitude when receiving feedback and suggestions.
- Excellent verbal communication and interpersonal skills
- Fluent in English
- Highly organized, punctual, and professional
- Proactive attitude and takes initiative to problem solve.
- Experience in customer-facing tasks (customer care, direct sales, relation management, etc)
- Working knowledge & experience in using MS Excel for data analysis and reporting.
- Experience in leadership roles and/or organizing events.
NB: Qualified Female Candidates are encouraged to Apply. BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
How to Apply:
All suitably qualified and interested candidates should apply online at the link below.
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