The Assistant Manager, Contact Center Operations, is responsible for providing excellent customer service for d. light by supporting selected partners who will offer the service to our customers and end-users. The role also aims to continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and promote a \u201ccustomer-first\u201d culture within the business.<\/p>\n
RESPONSIBILITIES AND REQUIREMENTS:<\/p>\n
\tStandard Definitions and Implementation: Measure KPIs, drive improvement of standards of service delivery.
\n\tCustomer Issue Resolution: Interface with d. light technical team and call center partner to solve customers\u2019 problems by identifying root causes, and prevent recurrence of the same to build credibility into d. light service reliability.
\n\tCapability Development: Initiate measures to enhance the competency and skills level of the service team through necessary training and evaluating the effectiveness of training.
\n\tPerformance Management: Deliver on set call center metrics and targets within agreed timelines and costs.
\n\tDrive and implement all actions as requested by the business.<\/p>\n
KEY PERFORMANCE INDICATORS:<\/p>\n
\tCustomer satisfaction versus target (Net Promoter Score)
\n\tAverage cost of customer service delivery versus target
\n\tCall productivity at Call Center
\n\t\u00a0Partner Engagement Feedback
\n\t\u00a0 Call Centre Metrics (Inbound \/Outbound\/KYC\/Upsell)<\/p>\n
DESIRED SKILLS AND EXPERIENCE:<\/p>\n
\tMinimum of a first degree in social sciences or a business-related field.
\n\tAn additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.
\n\t3-5 years of working experience in the Call Centre or Service Industry.
\n\tExperience in technology-oriented service firms such as Mobile telephony, BPO call centers\u2019, etc. will be an added advantage.
\n\tExcellent interpersonal skills.
\n\tAbility to motivate team to produce results.
\n\tExcellent oral and written communication skills.<\/p>\n
Apply Through:<\/p>\n
dlight.zohorecruit.in<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"http:\/\/dlight.zohorecruit.in","_company_name":"d.light","_company_website":"http:\/\/www.dlight.com","_company_tagline":"d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way... read more people all over the world use and pay for energy. Through four hubs in Africa, China, South Asia and the United States, d.light has sold close to twenty million solar light and power products in 62 countries, improving the lives of over 80 million people. d.light is dedicated to providing the most reliable, affordable and accessible solar lighting and power systems for the developing world and reaching 100 million people by 2020. Vision: d.light envisions a future where everyone is empowered by the freedom and improved quality of life that comes with access to reliable, affordable, clean solar energy. Mission: To create a brighter future by making clean energy products universally available and affordable Goal: Before the end of 2020, d.light will have helped to transform the lives of 100 million people. Values: We live the values of i.HOPE - Innovative, Honest, Optimistic, Passionate and Empathetic","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[692],"job-categories":[711,693,717,708],"job-types":[687],"class_list":{"0":"post-89840","1":"job_listing","2":"type-job_listing","3":"status-publish","4":"hentry","5":"job_listing_region-nairobi","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings\/89840","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/media?parent=89840"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job_listing_region?post=89840"},{"taxonomy":"job_listing_category","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-categories?post=89840"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/kenya\/wp-json\/wp\/v2\/job-types?post=89840"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}