| myAgro recruits 01 Call Center Associate | |
| Référence | 111135 |
| Salaire | xxx/ mois |
| Localisation | Thiès / Sénégal |
| Expiration | 28 Fevrier 2021 |
| Offre visitée | 9 fois |
Description de l’offre Call Center Associate Nom de l’entreprise : myAgro Lieu de l’entreprise : Région de Thiès, Sénégal Department: Call Center Associate Team: Sales Location: Thies, Senegal Career level: Early to mid-career professionals About myAgro myAgro is an award-winning non-profit social enterprise based in West Africa. We have pioneered a mobile savings model that allows farmers to invest their own funds in high-quality seed, fertilizer, and agricultural training to increase their harvest and income by 50-100%. Our North Star is to help 1 million farmers increase their incomes by $1.50 per day by 2025 and lift themselves out of poverty. Role Description Under the direct supervision of the Program Director, the Call Center Manager will be responsible for the implementation of myAgro’s call center strategy through the management of efficient Call Centre operations. Responsibilities: Call Center Management • Monitor the closing of sales of products and services through telesales channel as per set targets, and devise interventions for sales which are lagging • Identify critical patterns and trends and recommend appropriate actions in consultation with the Program Director • Oversee the identification and provision of training and coaching interventions to maximize customer service and Telesales • Monitor customer satisfaction score and devise interventions to improve ratings • Attend to escalated matters of a technical nature and liaise with the IT Department to resolve system performance • Participate in weekly and monthly Call Centre team meetings to monitor services provided and sales targets, and identify and resolve operational problems • Perform analysis to mine data to understand customer behaviours, geographical differences, etc. to improve on product offerings • Identify and assess risks to the business and formulate risk mitigating strategies for the Program Budget Management • Monitor the operating budget to ensure expenditure is aligned to budget allocations • Address budget variances with the Program Director to clarify over or under-spend People Management • Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals and dealing with areas of non-performance • Manage the development of staff and identify training interventions in support of career development • Coach and mentor team members to foster personal growth and teamwork Stakeholder Engagement • Participate in weekly and monthly program team meetings • Communicate daily with the Program Director to provide the necessary updates • Develop and maintain relationships with Call Center team • Support the collaboration across functions to understand and resolve problems on the ground • Engages customers via multiple channels to obtain feedback on how needs are being met Required Skills & Qualifications • At least 6 months prior call center leadership experience • Good understanding of call center operations and systems • Team driven, motivating and inspiring, tapping into individual potential and developing others • Ability to resolve conflicts in a professional manner • Able to work in a high pressure environment with minimum supervision • Strong Management Skills: Analytical, Planning and Organizational skills • Quick & dynamic problem Solver: use innovative and creative ways to reduce customer pain points • Live to serve: passion for serving our customers and a drive to go above and beyond their expectations • Quality focus: commits to premium standards in everything. Uses quality measures & problem solving to improve processes. Ensures compliance with relevant standards & procedures. • Fluent in both French and English myAgro provides equal employment opportunities to all employees and applicants without regard to race, colour, religion, sexual orientation, marital/parental status, national origin, age, disability, political opinion, social status, veteran status, and genetics. myAgro complies with all applicable federal, provincial and local laws governing nondiscrimination in employment | |
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