Job Vacancies at M-KOPA Ghana – 3 Positions
M-KOPA is recruiting to fill the following positions:
1.) Customer Care Manager
2.) Regional Sales Administrator
3.) Sales Trainer
See job details and how to apply below.
1.) Customer Care Manager
We are looking for a Customer Care Manager to provide leadership and support towards the delivery of the M-KOPA Ghana customer strategy.
The Customer Care Manager will also provide leadership and support over the day-to-day operations of the M-KOPA Ghana Call Center.
The role holder will lead multiple customer-facing teams across multiple customer interaction channels (Both voice and non-voice).
Responsibilities for this role will include overseeing the support functions (Training, Projects, and Quality) within the Ghana Call Center
Responsibilities
- Implementing CC strategies. Drive the overall implementation of customer strategies by creating tactical plans and coordinating the delivery against the set plans
- Managing CC operations. Overseeing the day-to-day operations of the call center with the aim of providing a seamless service to M-KOPA customers across multiple customer-facing teams
- Multiple channel management. Manage multiple customer interaction channels: Voice (inbound and outbound) and non-voice (Online chat, WhatsApp, Facebook, etc.) within the expected Service Levels
- Process improvements. Review and streamline internal customer care processes and provide recommendations for continuous improvements across the call center teams to achieve incremental efficiencies
- Performance management. Schedule and carry out performance discussions, coaching, and mentoring sessions to support the call center leadership in achieving the individual objectives and key results
- Recruitment. Plan for, and recruit agents based on the call center staffing needs and as guided by the workforce forecasting requirements
- Problem-solving. Be the point of contact for all escalated issues related to customers, people, systems, or processes that require above a supervisor level to resolve
- Cost control. Managing the call Centre operations within cost-effective parameters and according to budget mandates
- People management. Point of contact between HR Business partner and the customer care agents on people-related topics
- Reporting and analysis. Providing reporting visibility on all key call center metrics both overall Department Customer Care (CC)
- BPO. Point of contact for all engagements with BPO partner including managing overall BPO performance and deliverables
EXPERIENCE, SKILLS, AND COMPETENCIES
Experience:
- Over 3 years experience in a similar role
- Previous experience working in a call center environment or BPO setup
- Experience managing multiple customer interaction channels (voice and non-voice)
- People leadership and management experience in a similar capacity
- Good understanding of call Centre operations and metrics
Education:
- Bachelor’s degree in any related field
Competencies:
- Strong analytical and excellent communication skills
- Excellent problem-solving skills
PLEASE NOTE
M-KOPA, as a policy, does not collect/charge any money as a pre-employment or post-employment requirement.
This means that we never ask for ‘recruitment fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in exchange for offer letters or interviews at any time during the hiring process.
How To Apply
Interested applicants should:
2.) Regional Sales Administrator
The Regional Sales Administrator will support and manage administrative formalities like insurance, loans, commission issues, service issues, organize meetings, organize logistics, manage BTL logistics and stores, calling Nonselling DSRs, SMS to DSRs about promos, cost-effective measures, and manage reporting among other duties.
- Identify the quantum and type of work and divide it among other sales admin members such that deliverables are met within timelines
- Understand the additional requirements from the business and proactively come back in case any additional manpower in the form of interns is required to handle the additional load for a Temporary period.
- Recommend for a reduction in Manpower (Interns) when the additional workload is met.
- Design OKRs of sales admin members and set appropriate benchmarks for measuring efficiency.
- Responsible for understanding PBI requirements of the Urban team and coordinating with relevant people to set up a PBI system
- Leave Management of the Sales Department. Ensure everyone exits the year with not more than 15 days of leave balance
- Coordinate and Manage DSR health insurance and DSR clubs and related activities.
- Manage Loan repayments of FSMs/DSRs/other stakeholders.
- Ensure all relevant reports required of Sales admin are published within Timelines.
- Making Sales operations more cost-effective: E.g.: Coordinate with Finance to see if the accommodation costs can economize under Bulk booking during FSM meets etc. ensuring the quality of stay is not compromised.
- Coordinating with Marketing & Finance to see if BTL costs can economize. E.g.: Working on Minimum stock levels & Economic ordering quantity etc.
- BTL stores & Inventory Management.
- Proactive coordination with W/H to ensure stock availability in all shops.
- Based on Weekly sales forecasts, ensure CC WFM is appropriately managed.
- Ensure DSR demo phones are available at all shops in appropriate quantities.
- Ensure all registered DSRs in Urban & Rural have signed contract forms.
- Ensure regular calls to Non-selling DSRs (The previous month 10 points and above) to ensure churn is under 10%.
Job Requirements
- Bachelors Degree in any field
- Minimum 2 years experience in a corporate. At least 1-year of experience in a call center is preferred. Exposure to working on a CRM is preferred.
- Basic excel skills should be fluent in English
- Should have excellent People skills. Ability to get along with people and achieve desired objectives within set timelines.
- Should have a cost-conscious mindset.
- Should have a process-oriented mindset. Should be able to view the current processes ( Receipt of stocks, re-allocation, procurement process, claims process, etc., Aged stock process) and come up with proposals that are more efficient and Robust.
- Should be able to leverage AX dynamics inventory management module to the maximum
How To Apply
Interested applicants should:
3.) Sales Trainer
The Sales Trainer will support the sales team with training needs and requirements.
Job Responsibilities
- Evaluating training requirements for the sales department, consulting with departmental head and HR.
- Designed a training curriculum to facilitate meeting departmental goals.
- Develop and maintain training material to M-KOPA standards. and modify materials as appropriate.
- Evaluate the effectiveness of training and recruitment of new Direct sales Rep in line with M- KOPA’S targets.
- Ensure that all members of staff, new and existing, within the sales department are trained to an appropriate level.
- To maintain effective communication and knowledge transfer within the sales team
- Organizing the training including determining training schedules, venues, facilities and supporting other trainers in training.
- Managing the training operations budget to ensure maximum return on investments.
- Developing training impact assessment methodology and implementing within set timelines
- Preparing Training Reports
- Management and supporting a team of trainers.
Job Requirements
- Good understanding of adult learning techniques
- Effective communication skills, leadership, and time management skills
- Formal training qualification is desirable
- Computer literacy to M-KOPA standards.
- Minimum of 3 years in a training role.
- Experience of working within a sales environment is desirable
- Experience in communicating at all levels up to and including senior management.
- Experience in designing, delivering, and maintaining training materials.
How To Apply
Interested applicants should:
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