Customer Care Workforce Lead job at M-KOPA

About the Organization

M-Kopa is an African connected asset financing platform that provides underbanked customers in Africa to essential products including solar lighting, televisions, fridges, smartphones & financial services. M-Kopa was launch

Job Description

We are on the lookout for someone to join our Customer Care team as a Global Workforce Lead. If you are resourceful, organized, and proactive about getting things done, you might be a fit for this exciting opportunity.
In this role, your main objective will be to support the Customer Care and BPO teams by providing workforce support in-house and to the outsourced BPOs. You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.
Reporting directly to the Global Workforce and Analytics Manager, you will have the chance to contribute to our global operations while benefiting from a supportive managerial structure. You will be expected to provide operational support to the Global workforce team, which includes developing daily operational plans that cover workforce tasks, reporting, intra-day updates, and dashboard updates. As the overall owner and executor of the global workforce strategies, you will work with workforce officers to drive execution and coordinate the adoption of workforce best practices across markets.
Your role will also involve forecasting call center volumes on a weekly, monthly, and quarterly basis using the provided tools, which will inform hiring and scheduling plans. You will develop and implement Call Center Agents' schedules across teams at the BPO premises and monitor call center performance in real time to ensure agent optimization. Additionally, you will generate and consolidate real-time, daily, weekly, and monthly call center reports across markets. You will be responsible for providing KPI schedules for annual and quarterly updates, which feed into bonus payments.
As a leader, you will guide a team of workforce analysts, developing a best-in-class support team across markets. You will conduct performance discussions, coaching, and mentoring sessions to help workforce analysts achieve their overall departmental objectives and key results. Moreover, you will act as the point of contact for all workforce escalations related to people, systems, or processes, engaging with the Global Workforce and Analytics Manager to resolve issues efficiently.
We are looking for someone with excellent problem-solving abilities who can collaborate with teams across different markets. If you have a Bachelor’s degree in Statistics, Business Administration, Economics, or Actuarial Science, and possess strong analytical and excellent communication skills, then you might be a good fit for our team.

Duties and Responsibilities

Team Management:

Supervising and leading the customer care workforce to ensure they meet performance and service quality standards.
Providing training, coaching, and mentoring to customer care agents.
Conducting performance evaluations and offering feedback to improve staff performance.

Workforce Planning and Scheduling:

Creating and managing staff schedules to ensure adequate coverage during peak and non-peak hours.
Forecasting staffing needs based on historical data and anticipated call volumes.
Adjusting schedules as necessary to accommodate changes in workload and employee availability.

Performance Monitoring:

Monitoring real-time call metrics, such as call volume, wait times, and agent availability.
Using workforce management tools and software to track and analyze performance metrics.
Identifying trends and making data-driven decisions to improve service efficiency.

Quality Assurance:

Ensuring that customer care agents adhere to company policies, procedures, and quality standards.
Conducting regular quality audits and call reviews to maintain high service standards.
Implementing corrective actions and improvement plans when necessary.

Reporting and Analysis:

Preparing and presenting regular reports on workforce performance, call metrics, and customer satisfaction.
Analyzing data to identify areas for improvement and implementing strategies to enhance service delivery.
Providing insights and recommendations to senior management based on performance data.

Technology and Tools Management:

Managing and optimizing the use of workforce management software and other customer care tools.
Ensuring that technology is used effectively to streamline operations and improve efficiency.
Keeping abreast of new technologies and tools that could benefit the customer care team.

Customer Experience Enhancement:

Working with other departments to resolve escalated customer issues and complaints.
Implementing strategies to improve the overall customer experience and satisfaction.
Gathering customer feedback and using it to make informed improvements to services.

Compliance and Regulations:

Ensuring compliance with all relevant laws, regulations, and industry standards.
Keeping the team informed about changes in policies and procedures.
Maintaining accurate records and documentation as required.

Qualification, Experiences and Competencies

Education and Experience:

A bachelor’s degree in business administration, management, or a related field is often preferred.
Several years of experience in customer service, with at least a couple of years in a supervisory or lead role.

Skills and Competencies: