Customer Service & Analytics Manager at Lumos Nigeria

Lumos offers clean and affordable solar power to a market of 1.3 billion potential customers who live off the electricity grid.Lumos enables people to replace hazardous and expensive kerosene generators and lanterns with modern solar electricity that can power lights, cellphones, fans, computers, TVs and other small electronic devices (all at once, every day). By offering Solar Power as a Service, Lumos offers homes and small businesses a simple and affordable way to pay for electricity in small installments using their mobile phones

We are recruiting to fill the position below:

Job Title: Customer Service & Analytics Manager

Location: Lagos

Job Responsibilities

• Take full ownership of Incoming call center migration in-house
• Supervise and support and monitor the daily call flow into 180 Call center and the case flow into the Customer service support center on a day-to-day basis, keeping in mind the overall business objectives
• Demonstrate commitment, loyalty and an ability to work both as an enthusiastic team leader and a member
• Clear and concise dissemination of company information and processes to 180 & Service support center
• The incumbent’s ability is to be proactive and anticipate areas where assistance is needed key to the role function as well as the ability to demonstrate initiative
• Foster a cordial and fun team environment
• Demonstrate commitment, loyalty and an ability to work both as an enthusiastic team leader and a member
• Politely handle escalated customer concerns through diverse channels
• Ensure that customer details are fully updated on Salesforce in an end user friendly format
• Raise change requests for Salesforce with a goal to improve and simplify the UI/UX
• Supports all other departments within the organization by ensuring clear flow of Customer information
• Proactively anticipate areas where assistance is needed, as well as demonstrate initiative
• Perform C-Sat surveys on customers and initiate action plans for improvement based on feedback
• Seek to daily identify gaps and growing customer expectations to ensure an NPS score of 40+ is achieved and sustained
• Utilize Quality Assessor feedback to improve Qualitative performance of all CSS Reps
• Performance Management (Key Performance Indicators):
  • Call Center Operations - Quantitative & Qualitative
  • Quality Assurance management for customer interactions
  • Customer Feedback
  • Review KPIs to ensure alignment with companywide goals.
• Commitment to continuous improvement using data analytics
• Call Scripting of processes
• Monitoring of all Incoming and Outgoing contact center queues to ensure SLs & ALs are met
• Contact center Workforce planning.

Educational Qualifications & Functional / Technical Skills

• First degree in any discipline, Graduate / Post Graduate qualification
• Customer centric, Result oriented, Leadership quality, Energetic and Assertive
• Building of CRM Reports on Sales force
• Proficient with Excel, Word & Power point
• Team Player
• Relevant Industry Experience should have planning and organizing skills
• Good interpersonal skills
• Coaching and that would result in improved individual, team performance & Customer Experience
• Excellent presentation skills to Senior and Mid-level Management

Relevant Experience:

• 10 years+ work experience in managing contact center operations either in Telco or Renewable energy in a Managerial capacity
• Sales force CRM Knowledge is a must
• Understanding of Tikal Telephony system

Other Requirements:

• Strong problem-solving skills
• Good communications skills
• A high level of accuracy
• Attention to details
• Willingness to put in extra hours when required
• Weekend availability to physically manage the contact center is required

Application Closing Date
4th December, 2019.

How to Apply
Interested and qualified candidates should send their Cover Letter and CV to: [email protected] clearly indicating "Customer Service & Analytics Manager" as subject of your mail.

Note: That applications not received on the or before the closing will not be considered for this current opening.