VITALITE exists to increase rural electrification and address the poverty tax affecting low income, energy poor households across Malawi. Our stated mission is to make quality products and services accessible and affordable to all Malawian households.

VITALITE Malawi prides itself as one of the leaders in pay-as-you-go (PAYGO) platforms and the best service and distribution company that benefits a majority of Malawians. VITALITE Malawi seeks the capabilities of a competent team leader in the customer call center.

This position will be a key component of the team and will quickly join our leadership group that shapes country wide strategy and tactics. You will assist in the design of our approach to customer care and awareness, engaging prospective candidates, and measuring the impact of our efforts with the Malawi team. This is a unique opportunity for someone who is able to function in a start-up environment growing into and create their own autonomy through multiple inputs and guidance.

• Determine customer service team operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;

• Plan and execute surveys (NPS, etc..) to assess the end to end experience of internal and external customers and use these to drive transformation across the company on processes and policies
• Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Execute customer service policies and procedures including call-scripts, performancemonitoring and team schedules
• Financial planning for all departments needs and always ensuring financial viability of all the CX departments strategies.

Strategy and relationship building:  

• Identify call trends to optimize our spend and improve outreach.
• Develop an annual strategy to build our brand with priority audiences and customers.
• Work with the customer care team to develop a rural market strategy.
• Work with and engage training department with agent recruitment strategy.
• Work on innovations/ strategy/ and product development with sales department.
• Develop key performance indicators, standard operating procedures, and protocols for your team.
• Career growth and development for your team.

Data and analytics:  

• Lead our marketing measurement to track the effectiveness of our strategies.
• Work within online dashboards and data produced by the back-end CRM database.
• Develop clear reports for senior leaders on our impact on hiring and deploying management.
• Mentor junior team members on partner teams (recruitment, brand & awareness).
• Contribute communications to the core team’s development, culture and performance.

We have a strong culture of constant learning and we invest in developing our people. You’ll have weekly check-ins with your manager, access to training programs, and regular feedback on your performance.

Qualifications:

We are seeking an exceptional communicator with at least 2+ years of management experience. The ideal candidate will a passion for working with customers (particularly in call center environment), strong project management skills, and a keen attention to detail. Candidates who fit the following criteria are strongly encouraged to apply:

• 4+ years of Call Center or customer service experience
• Proven track record in managing small team of people
• Exceptional, all around communication skills
• An ability to use data insights to shape strategy, creative briefs, and content creation.
• Strong knowledge of email, digital ads, and social media best practices for sales to target markets.
• Strong computer skills, particularly in Microsoft office (word/PowerPoint/excel) and google applications (google docs, calendar, and Gmail). Data management experience in google analytics a plus.
• Familiarity with Linkus Yeaster or call handling software a must.
• Strong detail orientation and ability to manage projects with proactive ability.
• Ability to speak English/ Chichewa fluently and willingness to work in multicultural environment.
• Good team player
• Positive attitude with ability to handle multiple assignments
• MSCE (with good math and English results)
• Degree in related field a plus
• Additional requirements

Additional Requirements: 

The ideal candidate will have a passion for working in fast-paced environments, strong critical thinking skills, and a keen attention to detail. Candidates who fit the following criteria are strongly encouraged to apply:

• Lilongwe resident.
• MSCE Certificate (good Mathematics & English results).
• Speak fluent Chichewa and English.

Do you match the above-mentioned requirements?   

Please send your full application package (*1 document*) to email including:

• “Please describe three ways in which you would neutralize data to improve customer satisfaction?” (min. 200-word essay)
• CV
• 3 References (previous employers)
• Copy of any academic certificate

(Please indicate the role you are applying for in the subject) Please note that incomplete applications are not considered.

*Female applicants are strongly encouraged to apply