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Data Analyst Job in Nairobi, Kenya - Campaign / Telesales

Job Title: Campaign / Telesales Data Analyst

About M-KOPA Solar: 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 350,000 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 Kshs 50, 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 2016 M-KOPA employs over 700 full time staff across East Africa and sells through a network of over 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.

M-KOPA has also successfully tested a range of new products that leverage its relationship with customers, and M-KOPA’s unique competencies in mobile telecommunications and ICT. 

To ensure that the research and development of new products add value to (and do not distract from) its core business, M-KOPA is establishing the M-KOPA Labs. 

The Labs will be a dedicated business unit within M-KOPA that will define and test extensions of the M-KOPA asset-based credit model for off-grid-power to new products and services. 
Role Profile
M-KOPA is seeking:
Position Title: Campaign / Telesales Data Analyst
Location: Nairobi, Kenya
Position Start: As soon As Possible
Reporting to: Head of Data

Overall Purpose: 
The main purpose of the Campaign Data Analyst is to enhance the revenue generating potential of the Telesales team in the most cost effective manner. 

The person in this position will monitor, control and manage outbound calling campaigns to ensure proper implementation of business strategies and sales tactics. 

This role will require working closely with the Telesales team, Technical Support team, Marketing, Quality, and Customer Care Management. 

The analyst in this position would identify business concerns and make recommendations for improvements in the calling strategies to maximize overall sales results. Daily functions include managing the leads and dialer workload, tracking all key performance metrics, reporting and communication. 

Key Accountabilities
  • Manage the daily outbound calling campaigns based on telesales strategies to ensure sales production goals are achieved and exceeded.
  • Implement and manage campaign management tool.
  • Track dialer campaign results by lead source and provide daily, weekly, and monthly reports.
  • Analyze productivity and efficiency trends in the outbound sales, including conversion rates, calls handled, right party contact rates, penetration rates, and revenue production.
  • Track key performance indicators and provide recommendations to the leadership to promote changes that will improve the overall efficiencies.
  • Streamline existing processes of identifying production concerns and quickly engage the decision makers to implement necessary business process changes.
  • Manage the calling lists and treatment strategies within the defined business rules.
  • Work with supervisors and TSRs to assure disposition codes are properly utilized.
  • Develop and maintain forecast models to predict call volume, right party contact, closing rates, and sales volumes.
  • Review results and identify trends to improve efficiencies, including sales results and campaign management tool integrity.
  • Deliver technical assistance to employees by troubleshooting system issues and providing ongoing maintenance updates.
  • Communicate effectively with all levels of management and other departments concerning system performance concerns, campaign management tool and ongoing production communication.
  • Monitor agent productivity utilizing all available tools, including Dialer, Data Mart, Campaign Monitor, and Campaign Editor, Real Time Adherence (RTA), CMS, and various reports. Troubleshoot issues in real time.
  • Provide accurate and timely feedback to scheduling for making changes in order to maintain optimal schedules.
  • Generate individual Telesales representative performance and team productivity metrics.
Requirements / Specification
Education: Bachelor’s degree in Computer Science, Statistics, or Business Information Technology (BBIT). 

Skills & Experience:
  • Minimum of 1 year experience in a comparable position in a call center environment.
  • 6 months experience in an outbound revenue generating organization.
  • Practical knowledge of call center telephony technology such as a dialer, call management systems, workforce management, and member databases.
  • Ability to demonstrate an outstanding effective communication style by maintaining clear, concise, timely and correct communication flow with TSRs, management and colleagues.
  • Technical aptitude to learn new software and new functionality of the existing systems.
  • Ability to provide high accuracy of data entry while multitasking.
Remuneration: Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.
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-TA-2083
Deadline for application is 5pm on Sunday 7th August, 2016.
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.

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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