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Customer Care Manager
Job summary
The Customer Care Manager is the leader of this team, and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving.
Min Qualification:
Experience Level:
Experience Length:
Job descriptions & requirements
Company Profile
Bridge International Academies is
transforming education by attacking one of the emerging world’s biggest
problems: inadequate access to and quality of education for the children
of families living on less than $2/day. As of May 2014, Bridge is
operating more than 350 academies in Kenya with over 100,000 pupils.
Bridge is one of the fastest growing education companies in the world
with plans to open 100+ new academies in Kenya alone in 2014; and aggressive global expansion planned for 2014 and beyond.
Bridge International Academies offers a
tremendous opportunity to grow with one of the world’s most exciting,
ambitious, and socially conscious companies, with leadership roles
available across a number of competencies and geographies. We look
forward to getting to know you!
Role Overview
The Customer Care Department is the
first-line resolution centre for any and all issues that may come
through from Bridge’s more than 4,000 academy staff, parents, community
members, and many more. The Customer Care Manager is the leader of this
team, and should have a deep understanding of the structure and
operations of the business and willingness to learn as the company is
continuously growing and evolving. The Customer Care Manager is
responsible for managing a team of more than 30 Customer Care associates
to ensure operational efficiency.
Responsibilities
- Performance Management: Setting and evaluating team members’ performance against specific targets for speed, accuracy, efficiency, sales and quality; and improving performance by increasing efficiency and maximizing productivity.
- Team Management: Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions; organising staffing, including shift patterns and the number of staff required to meet demand.
- Managing the daily running of the Customer Care Department: Monitoring inbound and outbound calls to improve quality, minimise errors, and track operative performance; recording statistics, user rates and the performance levels of the centre and preparing reports.
- Client Management: Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues; handling the most complex customer complaints or enquiries.
Education and Qualifications
- BA/Bsc in Marketing, Project Management, Business Management or any related field.
- At least 3-4 years Customer Care experience, Customer Service or help desk support.
- 5+ years of management experience preferably in a call centre managing both inbound and outbound calls.
Experience Profile
- Understanding of both English and Swahili languages in order to respond to issues effectively while assuring quality to Bridge's target customer.
- Experience managing people and their performance
- Experience and/or appreciation of social impact business.
- Work experience in a highly operational role in a data-driven, customer-focused environment.
- Knowledge in data analytics and research and a track record in building and implementing data-driven operational systems.
- Proven resilience to handle the realities of on-the-ground operational challenges.
- Expertise in using Customer Relationship Management and Enterprise Resource Planning systems.
Personal Attributes
- Customer service oriented, high level of motivation & professional etiquette.
- Ability to remain calm under pressure.
- Strong verbal and written communication skills.
- A natural mentor with strong organizational and management skills.
- Savvy leader with exceptional relationship building and team development skills.
- Excellent time management skills with a key affinity to prioritizing and multitasking
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