Customer Engagement Manager

Department: EasyBuy Program Management

Employment Type: Permanent - Full Time

Location: Ethiopia

Description

What you will be expected to do:

• Establish operating models, targets, and performance metrics for the Customer Engagement and Service Teams.
• Conduct regular briefings with the customer engagement and service teams to communicate priorities, targets, and performance expectations.
• Ensure daily, weekly, and monthly reporting on all outbound calls and performance against KPIs.
• Closely monitor and track performance and SLAs for the Credit & Finance and Welcome Teams, ensuring they meet required standards as critical business functions.
• Consolidate and validate training and development requirements across the customer engagement and service teams.
• Provide ongoing coaching and mentorship to team members.
• Hold one-on-one discussions with team members to address performance matters and identify appropriate actions.
• Manage staff disciplinary matters where coaching and training have not achieved the required improvement in performance.
• Document all absences and keep records updated across relevant systems and trackers.
• Develop a tracking system to identify noticeable attendance trends.
• Maintain accountability across team members and team managers, involving HR in disciplinary matters where required.
• Maintain effective control of shrinkage, ensuring that planned and unplanned shrinkage does not exceed a combined 35% of total headcount for each team or function.
• Maintain smooth workflow across remote teams, including timely follow-up and resolution of issues affecting remote work and hybrid arrangements.
• Promote a customer-centric culture across the organization.
• Monitor, track, and report on the availability and effectiveness of work resources, systems, and tools across remote functions.
• Manage and evaluate performance appraisals for the Ethiopia Customer Engagement and Service functions.
• Implement quarterly performance appraisals.
• Maintain hourly, daily, weekly, and monthly performance tracking, with consistent follow-up on action items.
• Motivate team members and managers while building a high-performing operational team and a culture of accountability, results, and flexibility that enables the organization to meet or exceed customer expectations.
• Enable managers to effectively manage their teams, with strong coordination across the wider function and a focus on building capability.
• Work closely with other functions, including Operations, Finance, HR, and Sales, within the Ethiopia market to establish effective ways of working across teams.
• Evaluate and optimize workforce capacity to ensure the operation has the required skills, structure, capacity, and quality to deliver high-quality service across all customer engagement and service functions and products.
• Define and manage call center functions in line with industry standards and expectations.
• Guide and develop customer engagement and service team managers through structured training and mentorship programmes.
• Monitor peak-period performance and Ethiopia call center metrics against relevant market standards.
• Manage stakeholder engagement and field-related requirements across the functions.

You might be a strong candidate if you have:

•  3+ years of experience managing call center operations within a large-scale team at manager level.
• A team-oriented approach, patience, and a strong focus on people, with the ability to work effectively with a highly skilled and experienced team.
• Strong data interpretation and research abilities, with the ability to translate customer feedback into data and customer ideas into product recommendations.
• Demonstrated ability to motivate and communicate effectively with colleagues and stakeholders at all levels.
• Strong relationship-building skills and the ability to use these relationships to improve customer Excellent communication and negotiation skills.
• Strong organizational skills, with a consistent approach to follow-up and task completion.
• Ability to work effectively with and mentor culturally diverse, skilled teams.
• Good knowledge of staff engagement and team motivation practices that can contribute to strong team morale.
• A bachelor's degree or equivalent qualification.

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.