Duties and Responsibilities
Operational Coordination:

• Coordinate their team of assigned TCRs to oversee credit vetting, installations and customer training.
• Route planning – Plan and assign daily routes for confirmed assigned installations/prospects, ensuring 100% planning for next-day delivery/installation.

Stock and Logistics Management:

• Is responsible for inventory sitting with the TCRs under him and ensures 100% stock reconciliation C accountability daily.

Team Management:

• Supervise TCR performance, ensuring KPI delivery and conducting regular audits of field activities.
• Provide coaching, and continuous capacity building for TCRs to ensure consistent service delivery.

Customer Support:

• Coordinate timely resolution of escalations, such as faulty unit swaps and repossessions.
• Reverse logistics: Manage pick-up and returns of swapped and repossessed units.

Process Improvement:

• Identify and escalate process improvement opportunities for optimization.

Installation Timeliness:

• Ensure 100% of installations are completed within SLA timelines (currently within 48 hours of sales confirmation)
• TCR Productivity and Utilization:
• Achieve 100% daily task completion rate for assigned TCRs.
• Maintain a minimum TCR productivity (installations per day) for their TCR team.
• Achieve any other productivity targets set on installations, repossessions, swaps, among others.

Stock and Inventory Accuracy:

• Maintain 100% reconciliation of field stock (received vs. utilized vs. returned).
• Ensure zero tolerance for lost stocks.

Faulty Unit Replacement and Repossession:

• Execute all swap requests for faulty units as per updated SLA timelines.
• Ensure repossession turnaround time is as per updated SLA timelines.

Reverse Logistics Management:

• Ensure 100% retrieval rate of all faulty or repossessed units within SLA timelines.
• Establish proper documentation and data entry for 100% of returned units in the system.
• Ensure that 100% of the retrieved units are received in warehouses.

Customer Feedback and Satisfaction:

• Maintain a high Customer Satisfaction Score (CSAT) as defined by the business.

Credit Management Support:

• Support commercial teams in credit management.
• Contribute to >97% monthly repayment rates for managed customer portfolios within the first 90 days of installation by resolving field issues impacting repayments.

Data Accuracy and Reporting:

• Ensure 100% data accuracy in the system, with all field activities and stock movements logged in real-time.
• Submit daily, weekly and monthly performance reports to their supervisor as required.

Training and Development:

• Ensure that all TCRs undergo a minimum of one training session per month on technical and operational best practices.

Skills and Experience

• A degree, diploma or certificate in Electronics/Electrical, Telecommunication, Business Administration, or a related field. Commensurate field experience will also be considered.
• At least 2 years in an operational field support role, preferably in a PayGO organization.
• At least 1 year prior experience managing field teams is a mandatory requirement.
• Experience in route planning, delivery management, reverse logistics, and field team coordination will be an added advantage.
• Familiarity with customer repayment collection processes and credit portfolio management.
• Basic knowledge on installation and troubleshooting of electronics is a plus.
• Proficiency in data reporting and analytics.
• Strong cross-functional coordination and stakeholder engagement skills.
• Excellent verbal and written communication with an emphasis on tact and diplomacy.
• Ability to manage distributed teams across diverse geographical markets.
• A valid driver’s license is a plus.
• Demonstrated commitment to continuous improvement and meeting/exceeding expectations.