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Career Opportunities in M-KOPA Kenya

About M-KOPA Solar: M-KOPA Solar, headquartered in Nairobi, Kenya, is the global leader of "pay-as-you-go" energy for offgrid customers.

Since its commercial launch in October 2012, M-KOPA has connected more than 150,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 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.

As of January 2015 M-KOPA employs over 500 full time staff across East Africa and sells through a network of 1,000 direct sales agents. It has also commenced licensing its technology to partners in other markets.

M-KOPA has been recognised 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.

Position Title: Data Analyst
Location: Nairobi
Position Start: ASAP
Reporting to: Head of Data
Overall Purpose
  • Interpret data, analyze results using statistical techniques and provide ongoing reports
  • Develop and implement data collection systems and other strategies that optimize statistical efficiency and data quality
  • Acquire data from primary or secondary data sources and maintain databases/data systems
  • Identify, analyze, and interpret trends or patterns in complex data sets
  • Filter and “clean” data, and review computer reports, printouts, and performance indicators to locate and correct code problems
  • Work closely with management to prioritize business and information needs
  • Locate and define new process improvement opportunities
Role Profile

Incumbent Requirements
  • Minimum 1 year of experience in a busy business environment
  • Excellent skills in Excel and Access, SQL is an added advantage
  • Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy
  • Adept at queries, report writing and presenting findings
  • BS in Mathematics, Economics, Computer Science, Information Management or Statistics or relevant credentials
  • Strong Communication and interpersonal skills

Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.

How to Apply
To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to with the subject EV-DATA-A-0415

Position Title: Telesales Manager
Location: Nairobi
Position Start: ASAP
Reporting to:Director Call & Credit
Overall Purpose:The role is to lead and manage the Telesales Team to achieve the given targets. 

The role will entail the full management of the sales process from data and campaign management, to monitoring and coaching individual performance to planning future sales strategies.

It will require a dynamic thinker who willing to try new ways of working to achieve results and has the desire to grow the team in size and performance. 

The individual will need excellent people skills to allow the candidate to build a high performance team.

The candidate must be able to demonstrate previous leadership and successful sales experience in a call centre environment.

Role Profile
Key Accountabilities
  • Leader of Telesales. Provide the inspirational leadership to create a motivated and performing team, which will become a model of telesales in East Africa.
  • Campaign Management & Design. Able to design the campaigns to ensure maximum efficiency of leads and people are achieved.
  • Campaign Monitoring. Live monitoring of campaigns and able to rapidly adapt to changes in performance or circumstances
  • Sales Coaching. Coaches the team on the methods of selling and how to improve individual performance. Write, adapt and monitor sales scripts
  • Quality Control. Ensure that all sales are completed as per company SOPs and feedback loops are put in place to monitor performance, in conjunction with the QA team.
  • Stock Management. Must monitor stock levels to ensure service centres are capable of delivering on orders
  • Analysis. Design, request & interrupt reporting around the call
Incumbent Requirements
  • Minimum of 4 years working in Call Centres, including Sales.
  • Proven leadership of teams of 20+ people
  • Previously experience of structuring a performance culture
  • High level of proficiency in Microsoft office suite.
  • Previous experience of creating, implementing and adjust sales planes
Business Competencies
  • Leadership skills
  • Sales Processes
  • Working with Others
  • Operational Excellence
  • Creativity & Innovation
  • Performance driven
  • Understanding of telephone Dialer systems
  • Strong report interpretation skills
Remuneration: Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.

How to Apply
To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to with the subject EV-CCTM-0415

Position Title: Customer Care Deputy Operations Manager
Location: Nairobi
Position Start: ASAP
Reporting to: Director Call & Credit
Overall Purpose: The successful applicant for this role will be an experienced individual with a proven ability to build and manage a team of customer service representatives whilst leading core customer-facing business areas including marketing and customer performance monitoring and analysis. 

Preferred experience in consumer-facing services, contact centres, mobile money, airtime or other goods and services on a national scale across East Africa.

Role Profile

Key Accountabilities

Lead all aspects of customer service including:
  • Formulate, plan and execute Call Center policies and procedures such as call-scripts and KPIs
  • Managing the daily running of the Call Center and driving performance of the Team Leaders to meet the business KPIs
  • Effective resource planning and implementing call center strategies and operations
  • Managing performance, coaching & performance reviews
  • Setting and meeting performance targets for speed, efficiency and quality
  • Ensuring task adherence and devoting time to task optimization.
  • Liaising with relevant stakeholders/support departments such as Engineering , Admin & Finance etc
  • Coaching & Developing Team Leaders & Agents
  • Developing and analyzing reports on customer behavior and formulating strategies to improve Customer performance.
  • Management of complex customer issues.
  • Working with the HR department in coordinating staff recruitment, including writing vacancy advertisements.
  • Reviewing the performance of staff, identifying training needs and planning training sessions with the help of the Call center Training lead
Incumbent Requirements
  • 3+ years high-level experience in customer care, preferably in a related industry: financial, mobile-money or other commission based product/service in East Africa.
  • 3+ years in Call Centres with experience of in & outbound campaign management.
  • Proven ability to build and manage a professional CCR team and support functions, in a comparable industry, with experience of driving a performance management environment.
  • Managed teams of 50+ people.
  • Experience in the development and management of reports-based customer analysis.
  • Educated in a related field, such as business administration, customer service or marketing.
  • Experience of Telephonic Dialers is an advantage.
Remuneration: Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.
How to Apply
To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to with the subject EV-CCDOM-415

Please Note: Due to the large number of applications received by us, we regret that you will not be contacted unless you are short listed for the post and invited for an interview. 

Therefore, if you have not heard from M-KOPA within 4 weeks of the date of the deadline your application, you should assume that you have not been successful on this occasion.

This measure has been taken in the interests of efficiency and cost effectiveness and we apologize for any inconvenience this may cause.

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