Regional Manager, Customer Experience

Thies, Thiès Region, Senegal | Sales | Full-time

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Title:  Regional Manager, Customer Experience

Team: Sales

Location:  Senegal

Other Requirements:  Fluent in English and French 

 

About myAgro

myAgro is an award-winning non-profit social enterprise based in West Africa. We have pioneered a mobile savings model that allows farmers to invest their own funds in high-quality seed, fertilizer, and agricultural training to increase their harvest and income by 50-100%. Our North Star is to help 1 million farmers increase their incomes by $1.50 per day by 2025 and lift themselves out of poverty. 

 

Role Description

The Regional Manager, Call Center will be responsible for building a comprehensive and dynamic call center operation that is able to derive sales from inbound and outbound calls from farmers interested in myAgro’s products and services. The Manager will need proficient knowledge and skill in building call center management systems to be able to develop reports that accurately portray the overall performance of lead flow, lead quality, call volume, and realized end results, which is a large volume of quality connected appointments to our sales team.

The call center is a pivotal part of our strategy to achieve our North Star - serving 1M farmers in Mali and Senegal by 2026. 

 

Responsibilities:

Call Center Management

  • Accountable for the overall operation and strategy of the contact center
  • Monitor the achievement of sales and services, as per set targets, and devise interventions for those that are lagging
  • Lead, supervise and coach a team of approximately 30-50 call center team members fostering a culture of diligence, accountability, and customer satisfaction
  • Manage and implement updates to policies, procedures, and templates to enhance service standards and efficiencies
  • Collaborate with management to define and implement process redesign initiatives that will increase efficiency and quality while reducing overall costs
  • Design and implementation of scripts and call effectiveness 
  • Ensure agents are making and receiving calls in a professional manner, addressing customer requests and issues, and assuring that organization standards are met
  • Monitor customer satisfaction score and devise interventions to improve ratings
  • Attend to escalated matters of a technical nature and liaise with the IT Department to resolve system performance
  • Perform analysis to mine data to understand customer behaviors, best practices, and challenges to improve on product offerings and service delivery

 

People Management

  • Manage the performance of direct reports, ensuring agreement of annual goals, measuring performance against agreed goals, and dealing with areas of non-performance
  • Assess staff performance and provide timely feedback on development opportunities designed to enhance service quality and employee growth
  • Develop, support, and manage team and department goals, and set expectations with call center supervisors for key performance indicators
  • Oversee the identification and provision of training and coaching interventions to maximize customer service and sales
  • Preparing and analyzing statistical reports to evaluate performance
  • Create an evolving call center training curriculum to maintain lead quality, increase the ratio of customer contacts, and ensuring all employees are proficient in their job skills

 

Required Skills & Qualifications

  • A minimum of 5 years of progressive call center operations-management experience
  • Strong coaching and performance management background
  • Excellent understanding of call center operations and systems
  • Team driven; motivate and tap into individual potential
  • Ability to resolve conflicts in a professional manner
  • Quick & dynamic problem solver: use innovative and creative ways to reduce customer pain points
  • Passion for serving our customers and a drive to go above and beyond their expectations
  • Commits to premium standards in everything; uses quality measures & problem solving to improve processes; ensures compliance with relevant standards & procedures
  • Strong communication and interpersonal skills, able to communicate effectively with technical and non-technical people
  • Fluent in both French and English

 

myAgro provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sexual orientation, marital/parental status, national origin, age, disability, political opinion, social status, veteran status, and genetics. myAgro complies with all applicable federal, provincial, and local laws governing nondiscrimination in employment.