Wabeh CX Operations Team Leader at Angaza

Wabeh’s CX Ops Team Leader role is responsible for supporting the Director of Customer Experience in delivering a superior customer experience. This position will oversee the performance of the Customer Service and Collection Agents handling inbound and outbound calls. Wabeh has adopted flexible staffing arrangements hence the agents can be in house or outsourced to a debt collection or contact center agency.

The role is based in Nairobi, Kenya and reports to the Director of Customer Experience. We regularly work remotely and will require that you have access to a stable internet as such. We also provide monthly stipends to help support this cost. 
Responsibilities

• Team supervision of the Agents and monitoring performance against set key performance measures
• Scheduling of agents to ensure the extended working hours are effectively covered and agents are adhering to the shift allocations
• Onboard and train new and existing agents on product and processes
• Act as second level escalation for more complex tickets and ensure these are resolved in a timely and effective manner 
• Quality assurance of all agents engagements to ensure compliance with the processes and policies 
• Monitor performance of agents, identify trends and collaborate with the Director CX to optimize operations 
• Articulate and monitor customer and merchant requests and feedback through the appropriate channels and ensure  pain points and complaints are addressed
• Lead weekly, monthly and quarterly performance review meetings with agents and external stakeholders
• Collaborate internally to implement customer default prevention activities & interventions while increasing collections from customers in default.  
• Collaborate with the externally outsourced vendors to ensure the agents demonstrate the Wabeh values and ethical practices in all customer interaction

Required Skills, Attributes & Experience

• Business degree from a recognized university
• 5 years work experience with at least 2 years in a supervisory role managing performance of a direct team in a contact center environment
• Excellent leadership, implementation and organizational skills
• Relevant experience in B2CCollections or Customer Experience role.
• Strong data analysis skills and attention to detail
• Good problem solving and communication skills, preferably in English and Swahili.
• Experience in product and process training will be an added advantage 
• Enthusiasm for a fast-paced, collaborative, high-performing start-up work environment
• Experience with Contact Center tools and CRMs (e.g. Zendesk, Ameyo, etc.)
• Stable internet connection and the ability to regularly work from home with minimal supervision
• Exemplify Wabeh's key values: impact-driven, empathetic, courageous, trustworthy, curious, and collaborative