Overview

M-KOPA is a fast-growing FinTech company offering millions of underbanked customers across Africa access to life-enhancing products and services. From our roots as the pioneer in pay-as-you-go “PayGo’” solar energy for off grid homes, we have grown into one of the most advanced connected asset financing platforms in the world, empowering a broad range of customers to achieve progress in their lives.

Job Position: Senior Manager, Customer Care

Job Location: Lagos

Job Description

  1. We are looking for a Senior Manager, Customer Care to provide leadership and support toward the delivery of the M-KOPA Nigeria customer strategy. You will also provide leadership and support over the daily operations of the M-KOPA Nigeria Call Center.
  2. You will lead multiple customer-facing teams across multiple customer interaction channels (Voice and non-voice).
  3. Your responsibilities will include overseeing the in-country customer support responsibilities which are: Quality and Training.
  4. You will report to the Global Head of Customer Care

Job Responsibilities
To achieve this, you will;

  1. Implementing Customer Care Strategies. You will improve the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans.
  2. Manage Customer Care Operations. You will oversee the day-to-day operations of the call center to provide a seamless service to M-KOPA customers across multiple customer-facing teams.
  3. Multiple channel management. You will manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat, WhatsApp, Facebook, Twitter) within the expected Service Levels.
  4. Process improvements. You will review and refine internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies.
  5. Performance management. You will schedule and manage performance discussions and mentoring sessions to support the call center leadership in achieving individual goals.
  6. Recruitment. You will plan for, and recruit agents based on the call center staffing needs and as guided by the workforce forecasting requirements.
  7. Problem-solving.You will be the point of contact for all escalated issues related to customers, people or processes that require above a supervisor level to resolve.
  8. Cost control. You will manage the call Centre operations within cost-effective parameters and according to budget mandates.
  9. People management. You will be the contact between the HR Business partner and the customer care agents on people-related topics
  10. Reporting and analysis. You will provide reports on all important call center metrics both overall and at an individual agent level
  11. Outsourced Partner Engagement (BPO). You will be the point of contact for all engagements with the Outsourced partner (BPO) including managing overall performance and deliverables.

Job Requirements
Education:

  • Bachelor’s Degree in any related field

Experience:

  • 5 years experience in a managerial role.
  • Previous experience working in a call center environment or BPO setup.
  • Experience managing multiple customer interaction channels (voice and non-voice)
  • People management experience in a similar capacity
  • Experience with call Centre operations and metrics
  • Fluent in English.

Benefits, What’s in it for you

  1. Private health insurance (inpatient outpatient, maternity, eye care, dental and gym facilities)
  2. Group Life Cover and Personal Accident Cover
  3. Company pension (A mandatory basic national social security scheme)
  4. Airtime and Data allowance (dependent on the nature of the role).

How to Apply
Interested and qualified candidates should:
Click here to apply online

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