Sun King (Formerly Greenlight Planet) is on a mission to revolutionize rural energy access for the 1.5 billion off-grid villagers who use dirty, dangerous kerosene lanterns for light. The company has sold millions of solar lights to off-grid families across South Asia and Africa.
The Role
The Customer Service Team Manager for Clean Cooking will manage, coach, and motivate customer service executives as they engage with our clean cooking customers through the different voice and non-voice platforms within the business.
This role involves mentoring customer service employees and assisting in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. You will be responsible for driving the team's performance in line with assigned KPIs, ensuring team members understand and meet/exceed expectations through continuous engagements. The ideal candidate should be analytical, accommodating, and prepared to assist call center agents.
Key Responsibilities (What you would be expected to do)
- Regularly monitor performance metrics results and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
- Ensure awareness and compliance with company policy. Monitor, identify, and resolve performance/behavior/attendance issues using prescribed performance management techniques.
- Perform real-time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
- Conduct daily pre-shift team meetings, setting focus and priorities for the day to ensure the productivity of the agents along their KPIs.
- Motivate and coach the team while ensuring optimum performance.
- Keep up to date with business development and new product lines.
- Manage day-to-day line activities, prioritize, and make risk/impact assessments within existing processes and procedures towards achieving SLAs (Service Level Agreements).
- Ensure training and development plans and schedules are maintained for all team members.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
- Head and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction.
- Keep up to date with any industry changes affecting the business and relay this knowledge back to the team.
- Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
- Ensure all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction.
- Ensure efficiency in case management in line with customer escalations resolution within the defined SLAs. Continuously document recommendations and drive implementation to guarantee improved performance.
- Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, and major system outages for follow-through and feedback to key stakeholders.
- Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement.
Qualifications and Experience (You might be a strong candidate if you)
- Bachelor's Degree/Diploma.
- 1 year experience managing call center teams (external 2 years).
- Background in managing front-line and/or tier 2 support team accountable for First Call Resolution (FCR) on complex customer issues.
- Proficiency with technology, especially computers, software applications, and phone systems.
- Good analytical and data interpretation skills.
- Exceptional verbal and written communication skills.
- Strong comprehension of company products, policies, and services.
- Ability to coach, train, and motivate employees and evaluate their performance.
- Excellent problem solving, steering, and customer service skills.
- Team management/supervisory skills experience.
- Creative thinker who possesses coaching and communication skills.
- Workforce management skills (added advantage).
- Ability to deal with demanding customers and escalations.
- Experience managing customer escalations which ultimately resulted in a favorable customer satisfaction rating.
