Analyze your CV for Call Center Manager at Mobisol

ABOUT US

Mobisol Group is a leading global player in decentralised solar electrification. Driven by market demand for off-grid solutions beyond lighting, Mobisol designs, distributes and services large solar systems, seamlessly integrated with proprietary pay-as-you-go (PAYG) software. By combining the latest high-tech solar hardware with mobile payment technologies, the Berlin based company ensures affordability through flexible payment plans. Mobisol enables rural families and businesses to power a wide range of compatible appliances, such as televisions and stereos, thereby improving people's standard of living and enabling incremental income from new solar-powered businesses. With over 750 employees, Mobisol runs its own operations in Tanzania, Kenya and Rwanda, while providing hardware and software solutions through a growing network of B2B partnerships in another nine countries worldwide.



WHAT THIS JOB IS ABOUT
The Call Center is a shared Services.  Call Center Manager is responsible for execution of operational excellence through optimization of resources that employ a customer centric focus aimed at delivering a consistently customer experience with Mobisol products and services. Call Center manager is responsible will all the operations and teams productivity within the call center.


YOUR TASKS

Managing the daily running of the call center, including:

Supports strategic marketing initiatives to increase leads and referral generation.
Supports products launching initiatives and markets surveys for new products


Collecting and analyzing call-center statistics, preparing reports, rates performance levels and taking strategic actions to improve productivity.
Supports development and aligning call center operations strategic tools with other departments.
Planning, approving and adhering to the department budget.
Developing and implementing call center operating standards.
Perform analysis to mine data to understand customer behaviors, geographical differences, etc. to improve on service offerings
Develop a Quality assessment program that ensures evaluation are done consistently, identifies needs and recommends coaching or training as needed
Drive Call Center growth as a revenue earner in order to mitigate risks associated with operational processes





YOUR QUALIFICATIONS

Degree/Diploma in IT, Business Administration or its equivalent.
Experience of 3-4 years in the Call Center Industry.
Knowledge of Call Center operations and systems
Strong and proven subject-matter expertise, including experience with customer relationship, outbound telemarketing (Tele sale) management techniques, knowledge of WFM solutions and of PBX, X-Cally technology and processes.
Understanding of the local business environment 
Knowledge of the relevant legislation pertaining to the country
Business acumen and commercial awareness.
Knowledge of basic financial principles





YOUR PERSPECTIVE
The position has a direct reporting to the Senior Head of Service Assurance will open new insights and understanding of the Renewable Energy customers in a fast growing international company. With opportunities to progress both professionally and personally in a multicultural organization and motivated team.