Duties and Responsibilities

• Customer Journey Management: Take full responsibility for the tail-end of BURN’s customer journey, from the initial purchase through to repurchase and cross-purchase.
• Team Leadership:  Lead and inspire a team of agents by hosting daily pre/post-shift meetings, attending calibration sessions, maintaining training and development plans, and providing motivation and coaching to enhance both individual and collective performance for exceptional customer satisfaction.
• Training & Resource Management: Serve as the lead and trainer for Team Leads and agents to provide the highest standards in Customer Service.
• Performance Tracking & Improvement: Manage systems for tracking, reporting, and improving KPIs, including verification rates, Net Promoter Score (NPS), Customer Effort Score (CES), Customer Satisfaction (CSAT), First Response Time (FRT), and Average Handle Time (AHT).
• Operations Management:  Manage day-to-day activities, prioritize tasks, assess risks to meet SLAs, ensure adherence to the Workforce Plan, stay updated on business developments, support the Operations Manager in identifying risks and improvements, drive positive change and efficiencies, deliver operational targets within budget, and escalate issues as required.
• Cross-Department Coordination: Work with Operations and Commercial teams to strategically deploy service centers based on customer feedback, ensuring they are in key areas.  Serve as the link between Call center  and other departments, ensuring mutual understanding and collaboration.
• Data Management: Ensure customer data is accurately verified, protected, updated, and maintained within BURN’s database via CRM systems and other tools.
• Service Improvement & Expansion: Manage and continuously improve and expand BURN’s call center service portfolio and channels across the country
• Data Quality Coordination: Collaborate with the Carbon department to conduct required data quality audits (QA/QC) post-distribution, ensuring compliance with Carbon standards during project implementation from distribution to issuance.
• New Market Development: Develop procedures and criteria for establishing customer care solutions (systems, processes, people, centres) in the market. Consider factors such as the market’s age from the first distribution date, historical and projected sales volumes, and M&E data on product failures.
• Systems & Procedures Development: Design and implement systems, procedures, and attitudes to elevate BURN’s after-sales service to a world-class level.

Skills and Experience

• Degree in Business Management, Customer Care Management, Marketing, or similar.
• 3-5 years of experience in Call Center Operations handling a team of at least 15 people.
• Previous experience in leading a Call  Center
• Experience or training in data analysis and visualization.
• A proven doer and problem solver.
• Language English speaking is a MUST