Customer Success Manager-HomeBiogas

Customer Success Manager-HomeBiogas – HomeBiogas Kenya Job Details

Roles and Responsibilities

1. Planning: Develop comprehensive training and quality strategic plans for call centers and other segments of the customer success team.
2. Implementation: Act as the chief overseer and executor of all quality and training plans, closely collaborating with in-country leadership.
3. Coordination: Drive the adoption of quality best practices across different channels (voice and non-voice) and markets to establish a superior customer experience.
4. Day-to-day Operations: Coordinate the daily activities of the training and quality functions.

Specific Tasks

1. Quality Evaluations: Determine the approach for quality evaluations across various markets, including proposing tools for quality analysts to assess customer touchpoints.
2. Training Support: Define procedures for administering training, including in-country operations and scheduling.
3. Reporting: Design and create reporting structures, including Key Performance Indicators (KPIs), for quality and training functions, and recommend suitable platforms for presenting metrics.
4. Team Leadership: Lead a team of quality analysts and trainers, aiming to build a top-notch support team across markets.
5. Performance Management: Conduct performance discussions, coaching, and mentoring sessions to assist call center training and quality leaders in achieving departmental objectives.
6. Recruitment: Plan and execute the recruitment of the support team (training and quality) based on workforce forecasting needs.
7. Problem-solving: Serve as the point of contact for issues related to quality and training, requiring senior leadership involvement for guidance.

Qualifications

1. Customer-Centric: Driven by a passion for our mission to enhance dairy farmers’ lives through accessible clean cooking solutions.
2. Customer Care Background: At least 5+ years of experience leading quality and training teams within a customer care context.
3. Analytical Skills: Proficient in advanced analytics, statistics, Excel, data visualization, and reporting.
4. Previous Experience: Background in similar roles such as Quality Manager, Training Manager, or Customer Care Manager.
5. Metric Development: Skilled in developing, implementing, and tracking quality and training metrics to drive continuous improvement.
6. Stakeholder Management: Experienced in managing multiple stakeholders effectively.
7. Leadership and Management: Holds experience in people leadership and management within a relevant capacity.
8. Analytical and Communication Skills: Possesses strong analytical skills and excellent communication abilities.
9. Problem-Solving: Exhibits excellent problem-solving capabilities.
10. Collaboration: Capable of collaborating with teams across different markets.
11. Education: Holds a Bachelor’s degree in a relevant field; a Master’s degree is a valuable addition.

Application Process

If you meet the qualifications mentioned above, kindly share your CV with the subject line “Systems Administrator” to recruitment@homebiogas.com.