Call Center Manager

Bamako, Bamako Capital District, Mali | Sales | Full-time

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Title:                Call Center Manager

Team:              Sales

Location:        Bamako, Mali - preferred; Thies, Senegal - considered

Career level:  Mid-career professionals

 

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

Under the direct supervision of the VP of Sales, the Call Center Manager will be responsible for the implementation of myAgro’s call center strategy through the management of efficient Call Centre operations in Mali and Senegal.

Responsibilities:

Call Center Management

  • Monitor the closing of sales of products and services through telesales channel as per set targets, and devise interventions for sales which are lagging
  • Identify critical patterns and trends and recommend appropriate actions in consultation with the VP of Sales
  • Oversee the identification and provision of training and coaching interventions to maximize customer service and Telesales
  • Ensure agents are making and receiving calls in a professional manner, addressing customer request 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
  • Participate in weekly and monthly Call Centre team meetings to monitor services provided and sales targets, and identify and resolve operational problems
  • Perform analysis to mine data to understand customer behaviours, geographical differences, etc. to improve on product offerings
  • Identify and assess risks to the business and formulate risk mitigating strategies for the Program

Budget Management

  • Contribute to the annual budget for the Call Centre based on operational and financial targets for the Sales Department
  • Monitor the operating budget to ensure expenditure is aligned to budget allocations
  • Address budget variances with the Program Directors to clarify over or under-spend

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
  • Manage the development of staff and identify training interventions in support of career development
  • Coach and mentor team members to foster personal growth and teamwork

  Stakeholder Engagement

  • Communicate daily with the Program Directors to provide the necessary updates
  • Develop and maintain relationships with Call Center teams
  • Support the collaboration across functions to understand and resolve problems on the ground

Required Skills & Qualifications

  • At least 3+ years prior call center leadership experience.
  • Excellent understanding of call center operations and systems.
  • Team driven, motivating and inspiring, tapping into individual potential and developing others.
  • Ability to resolve conflicts in a professional manner
  • Able to work in a high pressure environment with minimum supervision
  • 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, colour, 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