Wabeh's CX Ops Team Leader role is responsible for supporting the Director of Customer Experience in delivering a superior customer experience. This position will oversee the performance of the Customer Service and Collection Agents handling inbound and outbound calls. Wabeh has adopted flexible staffing arrangements hence the agents can be in house or outsourced to a debt collection or contact center agency.
The role is based in Nairobi, Kenya and reports to the Director of Customer Experience. We regularly work remotely and will require that you have access to a stable internet as such. We also provide monthly stipends to help support this cost.
Responsibilities
Team supervision of the Agents and monitoring performance against set key performance measures
Scheduling of agents to ensure the extended working hours are effectively covered and agents are adhering to the shift allocations
Onboard and train new and existing agents on product and processes
Act as second level escalation for more complex tickets and ensure these are resolved in a timely and effective manner
Quality assurance of all agents engagements to ensure compliance with the processes and policies
Monitor performance of agents, identify trends and collaborate with the Director CX to optimize operations
Articulate and monitor customer and merchant requests and feedback through the appropriate channels and ensure pain points and complaints are addressed
Lead weekly, monthly and quarterly performance review meetings with agents and external stakeholders
Collaborate internally to implement customer default prevention activities & interventions while increasing collections from customers in default.
Collaborate with the externally outsourced vendors to ensure the agents demonstrate the Wabeh values and ethical practices in all customer interaction
Required Skills, Attributes & Experience
Business degree from a recognized university
5 years work experience with at least 2 years in a supervisory role managing performance of a direct team in a contact center environment
Excellent leadership, implementation and organizational skills
Relevant experience in B2CCollections or Customer Experience role.
Strong data analysis skills and attention to detail
Good problem solving and communication skills, preferably in English and Swahili.
Experience in product and process training will be an added advantage
Enthusiasm for a fast-paced, collaborative, high-performing start-up work environment
Experience with Contact Center tools and CRMs (e.g. Zendesk, Ameyo, etc.)
Stable internet connection and the ability to regularly work from home with minimal supervision
Exemplify Wabeh's key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative