Customer Engagement Manager, Cotonou (Benin Republic)

Customer Engagement Manager, Cotonou (Benin Republic)
Department: EasyBuy Program Management
Employment Type: Permanent – Full Time
Location: Benin Republic
Description
Location: Cotonou, Benin
About the role:
The Customer Engagement Manager at Sun King will oversee and work closely with the call center and the field teams in Benin Republic with a vision in ensuring that the performance indicators are respected and in return offer support in management and training with the assistance of the customer engagement/service team managers.
What you would be expected to do

Set up work models, targets and metrics of work for the Customer Engagement/Service Teams.

Ensuring briefings are held with the customer engagement/service teams to share their expectations.

Ensure daily, weekly and monthly reporting on all outbound calls and performance against KPIs.

Closely monitor, and track performance and SLAs related to the credit and finance and welcome teams are up to standards with a comprehension that they form part of the critical lines of business for the organization.

Consolidate and validate training and development requirements to the customer engagement/service teams.

Continuously coach and mentor the team.

Hold one-on-one discussions with team members to enable focus on personal issues that affect performance.

Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance.

Document all absences and ensure records are updated on available systems and trackers.

Come up with a tracking system that will enable establishment of any noticeable trends.

Ensure accountability is maintained for both team members and team managers, this includes involving the HR for disciplinary actions where applicable

To have a proper control of shrinkage where both planned and unplanned shrinkage should not exceed a total of 35% of the total headcount for each team/function.

To ensure smooth and seamless workflow of remote work. This includes proper follow up for any issues with remote work to achieve timely resolution. i.e implementing hybrid work

Drive a customer-centric culture across the organization.

Monitor, track and report on the viability of work resources, working systems and worktools on remote functions.

Manage and Evaluate performance appraisals for Benin Republic customer engagement and service functions.

This includes implementation of quarterly performance appraisals.

To achieve the above: Hourly, daily, weekly, and monthly performance tracking must be well maintained with a strict follow up system.

Supervise and motivates staff and workforce – building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations. The aim is to enable managers to supervise their teams on their own, with a high degree of collaboration and within a skills-based network.

Close collaboration with other functions (e.g. operations, finance, HR, sales team) within the Benin Republic market and forming platforms for collaboration of the respective teams.

Evaluate and optimize the workforce to ensure we have the right skills, organizational structure, capacity and quality to deliver best in class support to all customers across all engagement/service business lines and products.

Outline and manage the functions within the call center team to industry expectations.

Guide and mentor customer engagement/service team managers through training and mentorship programmes.

Ensure Peak times and Benin call center metrics are as par the market standards.

Manage stakeholder engagement and Field related requirements within the functions.

You might be a strong candidate if you have

At least a Bachelor’s Degree or Higher Diploma in Management or related field.

3 years plus experience of managing call center operations in a larger team at a manager role.

Must be a team player, patient, and people centric as you will be dealing with a highly skilled and conversant team.

Research abilities and able to translate customer feedback into data, and customer ideas into product recommendations.

Demonstrate ability to motivate and communicate with others at all levels.

Influential relationships skills and able to use these relationships to deliver engagement/service improvements.

Excellent communication and negotiation skills.

Strong organizational skills ensure you’re on top of every follow up and nothing falls through the cracks.

Ability to work well and mentor culturally diverse skilled teams.

Good with staff engagement and team motivation concepts that can boost staff morale.

What Sun King Offers

Professional growth in a dynamic, rapidly expanding, high-social-impact industry

An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.

A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.

Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.

Sun King