Customer Success Manager
Duties and
responsibilities
Planning:
You will develop the overall training and quality strategic plans for the call
centers and other elements of the customer success team.
Implementation:
You will be the overall owner and executor of all quality and training plans
working closely with the leadership in-country
Coordination.
You will coordinate and drive the adoption of quality best practices across
channels (Voice and non-voice) and across markets to create a best-in-class
customer experience
Coordinate the day-to-day operations of the training and quality functions
Quality
evaluations: You will determine how quality evaluations will be carried out
across markets including proposing tools to be used by the quality analysts to
evaluate the various customer touch points
Training
support: You will define the process and procedures to guide how training is
administered both to support the in-country operations like scheduling
Reporting:
You will design and create all reporting requirements including the general Key
Performance Indicators for both the quality and training functions and guide on
the best platform to surface the output metrics
You
will lead a team of quality analysts and trainers with the aim to develop a
best-in-class support team across markets through;
Performance
management: You will schedule and carry out performance discussions, coaching,
and mentoring sessions to support the call center training and quality
leadership in achieving the overall departmental objectives and key results
Recruitment:
You will plan for and recruit the support team based on the support team
(training and quality) staffing needs and as guided by the workforce
forecasting requirements
Problem-solving.
You will be the point of contact for all issues on quality and training related
to customers, people, systems, or processes that require the engagement of a
senior leader to provide directions
Qualifications
You
are customer-centric and passionate about our mission of improving dairy
farmers lives through accessible clean cooking solutions
You
have a strong background in customer care, with at least 5+ years leading
quality and training teams
You
have advanced analytical and statistical skills, including Excel and data
visualization and reporting
You
have previously worked in a similar role as Quality Manager, Training Manager,
Customer care manager
You
have experience developing, operationalizing, and tracking quality and training
metrics to drive continuous improvements
You
have experience managing multiple stakeholders.
You have people leadership
and management experience in a similar or relevant capacity
Strong
analytical and excellent communication skills
Excellent
problem-solving skills
Able
to collaborate with teams across different markets
Education:
Bachelor’s degrees in a relevant subject, Master’s degree is an added advantage
How To Apply
If you have the above
qualifications, please share your CV with the Subject Systems Administrator to recruitment@homebiogas.com