Customer Experience Manager - Inbound

ABOUT THE COMPANY

BURN is an eclectic group of designers, builders, and visionaries who are committed to making stoves that can transform lives and save forests. Our goal is not just to provide clean burning wood and charcoal stoves but to provide a range of super fuel efficient stoves for the 2 billion people who will inhabit sub Saharan Africa by 2050. Read below to find out a bit more about the members of the team.

JOB SUMMARY

Skills and Experience:Bachelor’s degree in Business, Operations Management, Data Analytics, or related field.3–5 years’ experience in a call center reporting, analytics, or performance management role (manufacturing/logistics experience preferred).Strong knowledge of CX reporting and analytics tools.Proven ability to conduct root-cause analysis and translate data into actionable solutions.Advanced Excel skills; experience with Power BI or similar visualization tools is an advantage.Strong analytical thinking, attention to detail and problem-solving capability.Ability to present insights clearly to senior stakeholders.

RESPONSIBILITIES

Performance Monitoring & ReportingAnalyze inbound call center performance using CX reporting and analytics tools.Monitor and interpret KPIs including:Service LevelAverage Handling Time (AHT)First Contact Resolution (FCR)Agent productivityCall Abandonment RateDropped Call RateCall Spike ManagementEscalation & Repeat Call RateCSATConduct root-cause analysis on abandoned and dropped calls to identify operational, technical or staffing gaps.Develop and present daily, weekly and monthly dashboards to leadership.Abandon & Dropped Call AnalysisInvestigate reasons for abandoned calls (e.g., long wait times, peak-hour congestion, insufficient staffing).Analyze dropped call patterns and determine whether causes are system-related, network-related, or process-related.Recommend corrective actions to reduce call losses and improve accessibility.Monitor trends and measure improvement impact over time.Insights & Performance ImprovementIdentify performance trends, bottlenecks and inefficiencies through structured data analysis.Provide actionable recommendations to improve service levels and operational efficiency.Support workforce planning decisions using historical data and demand forecasting.Optimize scheduling and resource allocation based on volume trends and shrinkage analysis.Process OptimizationUse reporting insights to refine call routing, escalation workflows and complaint management processes.Collaborate with Sales, production, supply chain and logistics teams to address recurring customer issues highlighted by call data.Drive continuous improvement initiatives based on measurable data outcomes.Team Support & Data-Driven CoachingProvide Team Leaders with performance insights for targeted coaching.Identify training needs based on trends in AHT, repeat calls, escalations and quality scores.Support performance improvement plans using objective data.Quality & Compliance OversightAnalyze QA scores and identify recurring quality gaps.Detect anomalies or performance deviations using trend analysis.Work closely with QA teams to implement improvement initiatives.Strategic Decision SupportProvide leadership with detailed performance insights to support operational strategy.Assist in call volume forecasting and headcount planning.Ensure reporting accuracy, consistency and standardization across the function.BURN AmbassadorAlways maintain integrity and be a positive ambassador for BURNStrive for continuous improvement for our services that we offer our customers.Maintain an open and receptive attitude when receiving feedback and suggestions.

REQUIRED SKILLS

Customer service, Call center operation (customer support), Conflict and complaint resolution, Customer support, CRM systems, Customer relations

REQUIRED EDUCATION

Bachelor's degree