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Manager- Call Center Operations job at D.light | Apply Now
Kampala, Uganda
Full-time
Are you looking for Management Jobs in Uganda 2024? If yes, then you might be interested in Manager- Call Center Operations job at D.light
D.light is a global leader in providing affordable, clean, and reliable solar energy solutions that improve the lives of people in off-grid communities across the world. With a mission to enable access to energy for the underserved, the company has built a strong reputation for its high-quality products, including solar home systems, lanterns, and appliances, which have positively impacted millions of people, particularly in Africa and Asia. D.light fosters a dynamic and inclusive work culture that values innovation, collaboration, and personal development, offering employees opportunities for growth and work arrangements that support work-life balance.
Since its founding in 2007, D.light has evolved from a small startup to a market leader, revolutionizing the energy landscape through scalable, clean energy solutions that are both environmentally and economically sustainable. The company’s innovative business model integrates pay-as-you-go financing options, making solar energy accessible to low-income households, while its size and reach continue to expand across over 30 countries, positively impacting millions of individuals.
Guided by core values of sustainability, customer-centricity, and social responsibility, D.light prioritizes corporate social responsibility initiatives, such as providing energy access in underserved communities, promoting gender equality, and advancing environmental sustainability. To learn more, visit www.dlight.com.
Manager- Call Center Operations job at D.light
D.light
The role holder is responsible for delivering exceptional customer experience to d.light customers and end-users. The job holder will continuously seek ways to improve cost-efficiency, grow collections, achieve targeted customer service metrics, and champion a "customer-first" culture within the organization.
Deliver on set contact center metrics and targets within agreed timelines and costs.
Implement and measure KPIs to drive improvement of service delivery standards.
Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same.
Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness.
Drive and implement all actions as requested by the business.
Effective team management
Reporting
KPIs
Customer satisfaction versus target (Net Promoter Score)
Average cost of customer service delivery versus target
Call productivity at Call Center
Partner Engagement
Call Centre Metrics (Inbound/Outbound/KYC/Upsell)
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SERVICES
COMMERCIAL
SERVICES
INDUSTRIAL
SERVICES
RESIDENTIAL
Bachelor's degree in social sciences or a business-related field.
An additional Call Center/ customer service management focused qualification will be an added advantage.
Five years' working experience in Call Centre management
Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.
Excellent interpersonal skills with the ability to motivate for results.
Excellent oral and written communication skills.
Dependability and multitasking abilities.
Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance.
Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures.
Technical Knowledge in service supporting experience.
Coaching
Computer skills (MS Word, Excel, PowerPoint)
Problem-solving, and decision-making
Planning, and organizational skills with attention to detail.
APPLICATION FOR THIS POSITION MUST BE DONE ONLINE:
Are you interested? Click the "APPLY" button below to submit your application.
