M-KOPA is seeking:
Position Title: CC Workforce Planning Officer
Location: Nairobi
Reporting to: Head of Customer Support Services
Overall Purpose: M-KOPA is looking to recruit a workforce planning officer within
Customer Care Support Services to offer support on Call Centre workforce.
You will be accountable to
monitor critical business operations and performance indicators at an interval
level in real-time
Who We Are
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 instalment plan.
Customers acquire solar
systems for a small deposit and then purchase daily usage "credits"
for Ksh 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 900 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
Key Accountabilities
Key Accountabilities
Workforce management
- Analyze call
volume and trends and recommend appropriate call and workforce strategy
adjustments throughout the day
- Conduct trend
analysis to anticipate and recommend changes in daily and long-term
strategy within the call center
- Engage with
team leaders and management to understand reasons for performance impacts.
- Take action to
mitigate various impacts to performance metrics as per documented
processes
- Communicate to
impacted businesses leaders on actions taken and current status
- Monitor
intra-day scheduling forecast compared to actual volumes and make daily
adjustments as required
- Pro-actively
communicate and follow up with CC management operations to execute all
planned and real-time activities
- Monitor and
track traffic across the Call Centre in real-time.
Systems & crisis
monitoring
- Recognize and
initiate escalation for all system difficulties or outages, including
switch, routing systems, computer systems, customized department systems,
and all applicable supported applications
- Monitor all
call center events for crisis situations that may impact the business
- Responsible for
the creation and ongoing management/maintenance of a database of all
errors and issues identified as well as following up for resolution.
Analysis & Reporting
- Create, manage,
and distribute normal daily and ad hoc reports to business
- Compile,
distribute and analyze daily, weekly, and monthly call center performance
reports.
- Prepare and
review analysis of all billings and sales/retention activities.
- Monitor
headcount expense reductions and optimize cost per call through forecast
analysis and assists in vendor expense management.
- Forecast for
all business partners and find solutions for improving metrics, along with
making recommendations on how to increase or improve productivity.
Incumbent Requirements
Education and Experience:
1. 2+
years’ experience in report analysis, strategic planning and/or workforce
management experience, and customer service, preferably in a call center
setting.
2. Understanding
of the impact of staffing shortages to a center's ability to provide service to
customers
3. Critical
thinking with the ability to contribute to challenging assignments in a
business-critical environment
4. A high
sense of urgency, and the ability to multi-task and meet deadlines
5. Ability
and willingness to work flexible hours to cover all times for support in a 24x7
environment, if needed
6. Commitment
to a schedule that includes weekends
7. Extensive
familiarity with software applications including MS Excel, knowledge and use of
Access, SQL, Dialer.
8. Strong
verbal and written communication, comprehension skills and the ability to
maintain confidentiality.
9. Ability
to effectively interact with employees at all levels of the organization
10. An
undergraduate degree in Mathematics, Statistics, Business, Information
Technology or Equivalent strongly preferred.
Personal Skills:
- Strong
interpersonal skills
- Excellent
problem solving skills
- Good
communication skills
How to Apply
To apply, please CLICK HERE to apply online. Click on the “click to apply” button adjacent
to this job and follow the application instructions. It is advised to complete
all the required fields as requested as well as any assessments stipulated as a
requirement.
Position Title: Head of Telesales
Location: Nairobi, HQ
Position Start: As soon as Possible
Reporting to:Managing
Director, Kenya
Overall Purpose: M-KOPA is seeking a
dedicated and highly motivated Head of Department to join the fast growing Telesales
team.
In this role, you will be
responsible for driving initiatives in the Telesales team and organizationally
that contribute to a long-term operational excellence.
Working with the management
team, the position also contributes to the development and implementation of
organizational strategies, policies and practices.
Responsibilities
- Grow the
upgrade sales (M-KOPA +TV, Phones, Jikos etc) for M-KOPA, which form a
critical part of the overall business growth strategy
- Identify
opportunities, leads and drive sales through developing both effective
plans that target correct customer segments & through growth of best
in class team of Telesales Agents.
- Manage the team
proactively to ensure both sales efficiency is achieved & the
telesales team remains highly engaged.
- Report
regularly to the MD Kenya on performance & monthly to the Commercial
Leadership Team
- Work closely
with the sales team to achieve the business objectives
- Assist in
development of new offerings in conjunction with Market Development to
expand the means of how M-KOPA can upgrade peoples lives.
- Liaise
effectively with departments within M-kopa to ensure customer requirements
are met
- Manage and
increase the effectiveness and efficiency of Support Services (HR, IT
Customer Care and Finance), through improvements to each function as well
as coordination and communication between support and business functions.
- Contribute to
the team performance by sharing and implementing new ideas
- Understand
& develop within the team the core values of M-KOPA.
Key Requirements
- Experience in a
sales management role, preferably in telesales.
- Demonstrated
leadership and vision in managing staff groups and major projects or
initiatives
- At least 5
years working within a sales environment preferably in a proactive
telemarketing role
- Intermediate IT
skills – Word, Excel, PowerPoint
- Excellent
knowledge of Telesales is required combined with the ability to research
and propose company positions on complex sales issues
- Understand key
call centre metrics that will allow efficiency and productivity to be
measured
- Have experience
of using & optimising diallers & dialler strategies
- Demonstrated
ability to prioritise issues & close outstanding tasks
- Ability to work
in a fast-paced environment and manage well through ambiguity and
complexity
- Ability to
execute and follow-through to on-time completion of tasks and projects
- Fluency in
spoken and written English, knowledge of Swahili is added advantage
- Strong
communicator with excellent verbal, analytical, organisational and written
skills
- Attention to
detail and the ability to produce timely and accurate telesales reports
- People
management skills
Remuneration: Competitive covering a
monthly salary, performance bonus and medical benefits reflective of the
candidate’s experience and skills.
To Apply
To apply, please CLICK HERE to
apply online. Click on “click to apply” and follow the application
instructions. It is advised to complete all the required fields as requested as
well as any assessments stipulated as a requirement.
Please Note: M-KOPA Solar is an
equal opportunity and affirmative action employer committed to assembling a
diverse, broadly trained staff. Women, minorities and people with
disabilities are strongly encouraged to apply.
In compliance with applicable
laws and in furtherance of its commitment to fostering an environment that
welcomes and embraces diversity, M-KOPA does not discriminate on the basis of
race, colour, creed, religion, national origin, sex (including pregnancy and
parenting status), disability, age, sexual orientation, gender identity or
expression, marital status or genetic information in its programs or
activities, including employment.
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.
