Fresher Customer Care Team Leader Job Vacancy - M-KOPA Solar Ltd

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, Uganda and Tanzania to

solar power, and is now adding over 600 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. M-KOPA has been recognized

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.

• Positive leadership , guidance , coaching and
  
  mentoring to the Customer Care Team so as to achieve individual , team and
  
  departmental KPIs . Also responsible for nurturing potential Customer Care
  
  Team Leaders


• Keenly monitor the performance of Customer
  
  Care Team through regular reviews and giving real-time feedback in line
  
  with M-KOPA Customer care performance standards


• Drive adherence to M- KOPA  procedures and monitor compliance to
  
  standard operating procedures


• Keenly track and record team attendance and
  
  ensure adherence to schedule


• Oversee the implementation of system changes
  
  and update all relevant trackers


• Provide support to the New hires on the on
  
  boarding process


• Work closely with the Work Force Planner,
  
  ensure manpower schedule is planned and distributed to the call centre
  
  staff appropriately as per the call volume forecast and trend


• Closely work with the Call Centre Manager and
  
  other departments to resolve call centre operational issues


• Develop and implement special
  
  projects/initiatives


• Real time Queue monitoring and managing floor
  
  productivity


• Keenly review and interpret  historical reports and provide  stakeholders with feedback for
  
  improvement in business operations.

• The applicant for the role of Customer
  
  Care  Team Leader should at least hold
  
  a bachelor’s degree of any discipline from a recognized University


• A year’s experience as a Team leader in
  
  Customer Care department


• Excellent 
  
  leadership capability


• Excellent influencing skills


• Computer literacy i.e. proficiency at MS
  
  Office


• Demonstrate high level of integrity, work
  
  ethics, and a proactive and positive attitude.


• Good negotiation and communication skills,
  
  along with personal tenacity and the ability to drive things through to
  
  conclusion in a dynamic and challenging environment.


• Customer focused with good customer care


• Excellent interpersonal skills, problem
  
  solving and analytical skills.


• Should be self-motivated & able to
  
  demonstrate a drive for results with a professional approach.


• Proven report-writing skills  and presentation skills.