About the role Burn is looking for an Agent Care Team Manager with the following responsibilities .
Duties and Responsibilities Strategic Leadership s Alignment: Lead the development and execution of strategies to maximize agent performance in line with global commercial objectives.
Partner with business leaders to create strategies that enhance agent support, improve agent satisfaction, and contribute to business growth.
Operations Management: Oversee daily operations of agent care teams, ensuring high performance, smooth workflows, and business targets are met.
Collaborate with the Sales Operations team to ensure adherence to standard operating procedures (SOPs) across global teams, driving efficiency and consistency.
Manage the recruitment, training, and onboarding of sales agents/ACT officers.
Ensure correct agent mapping and zoning based on approved criteria and SOM.
Verify and confirm field team commission payments, ensuring timely processing.
Address field challenges and support agents in improving their performance.
Training s Development: Develop and implement training programs for agent care officers to ensure continuous improvement and alignment with company goals.
Collaborate with training teams to assess agent training needs, address skill gaps, monitor performance, and ensure compliance with SOPs.
Budget s Resource Management: Manage the agent care team's budget, allocating resources effectively to maximize performance and meet business demands.
Lead efforts to streamline operations, improve efficiency, and reduce costs.
Business Development s Process Improvement: Work with senior management to identify and implement process improvements that enhance operational efficiency and agent satisfaction.
Escalation Management: Oversee and manage escalations from sales agents related to performance issues.
Identify root causes and implement strategic solutions to prevent future issues.
Skills and Experience 5+ years of experience in sales or operations management, ideally in the renewable energy or clean cooking sectors.
Proven experience in sales support or agent management roles.
Strong strategic thinking and experience managing cross-functional teams.
Bachelor's Degree from an accredited university.
Solid understanding of performance metrics, data analysis, and reporting.
Experience in business development, sales strategy, or process optimization.
Sales/operations data analysis and reporting experience.
Experience managing large, geographically dispersed teams.
Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).
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