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  • Posted: Jun 8, 2022
    Deadline: Jun 24, 2022
  • d.light is a global leader and pioneer in delivering affordable solar-powered solutions designed for the two billion people in the developing world without access to reliable energy. d.light provides distributed solar energy solutions for households and small businesses that are transforming the way people all over the world use and pay for energy. Through f...
    Read more about this company


    Call Centre Manager

    Job Description



    • Work with head of customer experience to continuously revise the customer experience strategy by fully engaging with and inspiring the various teams and key stakeholders.
    • Outline the journey to achieve the customer experience vision including key landmarks and measures of success.
    • Understand best practice.
    • Implement, continuously review and update the contact center’s operating framework and environment across all platforms of engagement.
    •  Initiate new practices and leverage proven technologies to enhance efficiency.


    • To develop and ensure customer experience interaction training to employees.
    • Collect and share stories of customer experience excellence.
    • Work with all customer touchpoints to implement CX training framework and signing off of the frameworks.
    • In charge of implementation of customer experience programs.


    • Implement the customer experience measurement metrics
    • Implement Customer experience standards, business policies and procedures
    • Provide recommendations to measurement program and roadmap to initiatives
    • Benchmarking with other players in the industry and monitoring of industry trends

    Service Design:

    • Drive customer first program through research insights.
    • Mapping and managing the entire customer’s journey.
    • Document and recommend new customer experience initiatives/flows/
    • Communicate the customer experience initiatives with the business.
    • Identify gaps in the customer experience department and initiate corrective measures and initiative to close on the gaps.

    Customer first Initiative:

    • Solve or escalate non customer friendly experiences and actions.
    • Drive customer first initiatives in order to deliver exceptional Service


    • Developing of new customer experience strategies/ initiatives.
    • Successful implementation of the customer experience measurement metrics
    • Timely and effective implementation of customer experience initiative

    Desired Skills and Experience

    • Minimum degree in Communication and public relation, Social Sciences, or a degree in any other business related field from a recognized institution.
    • A substantial experience of not less than 5 years with at least 2 years’ experience in the same field/ environment will be an added advantage.
    • Demonstrate previous management experience within Call Centre or service sector.
    • Experience at technology-oriented service firms; Mobile Telephony, BPO Call Centers, etc. Will be an advantage.


    • Excellent written and verbal communication skills
    • Decision making skills
    • Ability to build relationships with internal and external partners
    • Ability to use MS office applications – PowerPoint, Word, Excel & Outlook
    • High attention to detail
    • Well-developed coaching skills
    • Excellent organization skills - able to prioritize
    • Flexible and adaptable approach.

    Method of Application

    Interested and qualified? Go to d.light on to apply

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