Sun King

Location: Nampula, Mozambique

About the role:

The Customer Engagement Manager at Sun King will drive and work closely with the call center and the field teams in Mozambique with a vision in ensuring that the performance indicators are respected and in return offer assistance in management and training with the assistance of the customer engagement/service team managers.

What you would be expected to do:

• Set up work models, targets and metrics of work for the Customer Engagement/Service Teams.
• Ensuring briefings are held with the customer engagement/service teams to communicate their expectations.
• Ensure daily, weekly and monthly reporting on all outbound calls and performance against KPIs.
  • Closely monitor, and track performance and SLAs related to the credit and finance and welcome teams are up to standards with an awareness that they form part of the critical lines of business for the organization.
• Consolidate and validate training and development requirements to the customer engagement/service teams.
• Continuously coach and mentor the team.
• Hold one-on-one discussions with team members to enable focus on single issues that affect performance.
• Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance.
• Document all absences and ensure records are updated on available systems and trackers.
  • Come up with a tracking system that will enable establishment of any noticeable trends.
  • Ensure accountability is maintained for both team members and team managers, this includes involving the HR for disciplinary actions where applicable.
  • To have a proper control of shrinkage where both planned and unplanned shrinkage should not exceed a total of 35% of the total headcount for each team/function.
  • To ensure smooth and seamless workflow of remote work. This includes proper follow up for any concerns with remote work to achieve timely resolution. i.e implementing hybrid work.
• Drive a customer-centric culture across the organization.
• Monitor, track and report on the viability of work resources, working systems and worktools on remote functions.
• Manage and Evaluate performance appraisals for Mozambique customer engagement and service functions.
  • This includes implementation of quarterly performance appraisals.
  • To achieve the above: Hourly, daily, weekly, and monthly performance tracking must be well maintained with a strict follow up system.
• Drives and motivates staff and workforce - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations. Target is to enable managers driving their teams with limited supervision, with a high degree of partnership and within a knowledge-based network.
• Close partnership with other functions (e.g. operations, finance, HR, sales team) within the Mozambique market and forming platforms for partnership of the respective teams.
• Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity and quality to deliver best in class assistance to all customers across all engagement/service business lines and products.
• Outline and manage the functions within the call center team to industry expectations.
• Guide and mentor customer engagement/service team managers through training and mentorship programmes.
• Ensure Peak times and Mozambique call centre metrics are as par the market standards.
• Manage stakeholder engagement and Field related requirements within the functions.

You might be a strong candidate if you have:

• 3 years plus experience of managing call centre operations in a larger team at a manager role.
• Must be a teamplayer, patient, and people centric as you will be dealing with a highly skilled and conversant team.
• Keen meticulous and research abilities OR You’re highly meticulous and able to translate customer feedback into data, and customer ideas into product recommendations.
• Demonstrate ability to motivate and communicate with others at all levels.
• Influential relationships skills and able to use these relationships to deliver engagement/service improvements.
• Excellent communication and negotiation skills.
• Strong organizational skills ensure you’re on top of every follow up and nothing falls through the cracks.
• Ability to work well and mentor culturally diverse skilled teams.
• Good with staff engagement and team motivation concepts that can boost staff morale.
• A Bachelor's Degree.