THE JOURNEY

Be responsible for the effective operation and results of Customer Service hubs providing service to Kenya, Nigeria, Uganda
Report to Sub-Saharan Africa Live Operations Manager
Directly manage the hub team (trainers, quality managers, supervisors...)
Drive satisfaction, efficiency and quality in the hubs
Collect, analyze and act to drive KPIs (Service Levels, Quality, Satisfaction, Costs, service level, customer service metrics) of large operations
Evaluate performance with key metrics (accuracy, waiting time, average waiting time, etc.) and identify and implement improvement initiatives on large scale operations
Review hub workforce planning ensuring it captures key local priorities
Ensure full alignment at agent level with training and quality processes
Be the main point of contact of Business and Operations Local Managers with regards customer service in your countries
Create a culture that ensures collaboration and goals achievement
Empower and Engage the agents, our Live Ops Heroes Team
Act as the Voice of the Customer across the organization.
Drive cost efficiency with effective budget planning & manage the relationship with the hub providers.
Translate Masterplan targets in daily objectives for the call center’s day-to-day activities
Continually develop improvements and embed successful change projects.

What You Will Bring To The Ride

Extensive experience (+2years) of leading large operational customer service teams (>200 HC)
Strong strategic and customer focus with a clear understanding of performance evaluation and customer service metrics.
Strong analytical and numerical skills with track record of of exceeding targets, KPI’s SLA’s in fast paced environments
Understanding of reporting and budgeting procedures
Demonstrate ability to motivate and communicate with others at all levels
Evidence of well-developed Vendor management skills
Ability to coach, motivate and drive team performance
Excellent organizational and leadership skills with a problem-solving ability.
Able to adapt and succeed in a changing environment
Fluency in French and English is a must
An empathetic, inclusive and curious attitude