Full-Time
10th December 2018
Job Description
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.
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