Customer Experience Lead

6 days ago

Nairobi, Nairobi Area, Kenya CoAmana Full time $90,000 - $120,000 per year

About CoAmana

Founded in 2018, CoAmana is a technology company that is evolving market hubs and systems with the goal of optimum impact on people, trade, and environment.

CoAmana is on a mission to modernize and digitize market trading. Our flagship product, Amana Market, is a digital platform where:

  • Farmers, suppliers and wholesalers can trade with one another.
  • Market Leaders can track members' subscriptions and collect market fees.
  • Users can track their activity history and keep seamless records with low effort.
  • Traders can access credit for large purchases.
  • Users can access information such as weather reports and commodity pricing.
  • Market actors can work with Amana Market for an additional income stream.

We have set ambitious targets for 2025 and are looking for talented, self-starting individuals to join the team

About the Role

By the end of 2025, Amana Market will be in 100 markets, with at least 15,000 new members joining the platform. To meet the demands of this user base, we are building a best-in-class call center with carefully designed, automated, data-backed processes and are recruiting a Call Centre Lead to manage operations. The Call Centre Lead will deliver against pre-defined SLAs, introducing processes or updating existing ones to meet the demands of this exciting expansion phase.

Key Responsibilities

Your roles include:

  • Agree SLAs with all departments and are accountable for their team's performance against them.
  • Manage the performance of Call Centre Agents using leaderboards, regular check-ins and other mechanisms.
  • Conduct randomized quality assurance on tickets and call recordings to ensure adherence to scripts and processes.
  • Conduct weekly, monthly and quarterly reporting on call centre activities.
  • Designs and automates workflows to increase efficiencies and support new products.
  • Recruit and train new Call Centre Agents.
  • Update scripts to reflect evolving knowledge of what works and what doesn't.
  • Know the platform inside out and use this knowledge to design processes.
  • Consolidate insights from their Agents and share with leadership on a monthly basis to drive improvements to products, processes and services.
  • Maintain immaculate records in the CRM tool to enable tracking of the sales pipeline.
  • Ensure technology stack meets company needs.

Benefits

In return for driving Amana Market's expansion, you will receive a competitive base salary and bonuses tied to your team's performance.

Requirements

  • Undergraduate qualification.
  • Proven experience working in a call center setting in managerial or supervisory roles.
  • A passion for process and standardization - you document everything and follow the playbook.
  • Leadership skills - you inspire people to do their best and give clear and direct feedback.
  • Excellent judgment - when working with your team and external stakeholders, you listen and think carefully to arrive at the right solution.
  • Strong problem-solving skills.
  • Integrity - you are honest and hardworking.
  • An affinity for data - you use the call center data to revise assumptions and make decisions.
  • Attention to detail - nothing escapes you; you review call notes and recordings and enforce adherence to the playbook.
  • IT skills - intermediate level Microsoft Office or Google Suite and familiarity with CRM tools (strong Excel capacity and basic data analysis is an added advantage).
  • Fluency in English (any other Kenyan language is an added advantage).

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