M-KOPA Solar Customer Care Deputy Operations Manager

M-KOPA Solar Customer Care Deputy Operations Manager

M-KOPA is seeking:

Position Title: Customer Care Deputy Operations Manager

Location: Nairobi

Position Start: ASAP

Reporting to: Director Call & Credit

Overall Purpose: The successful applicant for this role will be an experienced individual with a proven ability to build and manage a team of customer service representatives whilst leading core
customer-facing business areas including marketing and customer performance monitoring and analysis.
Preferred experience in consumer-facing services, contact centres, mobile money, airtime or other goods and services on a national scale across East Africa.
About M-KOPA Solar: M-KOPA Solar, headquartered in Nairobi, Kenya, 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 150,000 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.

All revenues are collected in real-time via mobile money systems (such as M-PESA in Kenya) and embedded GSM sensors in each solar system allow M-KOPA to monitor real time performance and regulate usage based upon payments.
This connected design means that M-KOPA is processing vast amounts of data (i.e. over 10,000 mobile payments per day) via the company’s proprietary cloud platform, M-KOPAnet.

As of January 2015 M-KOPA employs over 500 full time staff across East Africa and sells through a network of 1,000 direct sales agents. It has also commenced licensing its technology to partners in other markets.

M-KOPA has been recognised for its pioneering business mode and scale, notably winning the 2015 Zayed Future Energy Prize, being selected as the top New Energy Pioneer at the 2014 Bloomberg New Energy Finance awards and earning the 2013 FT/IFC Excellence in Sustainable Finance Award.

Role Profile
Key Accountabilities

• Lead all aspects of customer service including:
• Formulate, plan and execute Call Center policies and procedures such as call-scripts and KPIs
• Managing the daily running of the Call Center and driving performance of the Team Leaders to meet the business KPIs
• Effective resource planning and implementing call center strategies and operations
• Managing performance, coaching & performance reviews
• Setting and meeting performance targets for speed, efficiency and quality
• Ensuring task adherence and devoting time to task optimization.
• Liaising with relevant stakeholders/support departments such as Engineering , Admin & Finance etc
• Coaching & Developing Team Leaders & Agents
• Developing and analyzing reports on customer behavior and formulating strategies to improve Customer performance.
• Management of complex customer issues.
• Working with the HR department in coordinating staff recruitment, including writing vacancy advertisements.
• Reviewing the performance of staff, identifying training needs and planning training sessions with the help of the Call center Training lead

Incumbent Requirements

• 3+ years high-level experience in customer care, preferably in a related industry: financial, mobile-money or other commission based product/service in East Africa.
• 3+ years in Call Centres with experience of in & outbound campaign management.
• Proven ability to build and manage a professional CCR team and support functions, in a comparable industry, with experience of driving a performance management environment.
• Managed teams of 50+ people.
• Experience in the development and management of reports-based customer analysis.
• Educated in a related field, such as business administration, customer service or marketing.
• Experience of Telephonic Dialers is an advantage.
• Remuneration: Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.

How to Apply

To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to careers@m-kopa.com with the subject EV-CCDOM-415

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 4 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.