Jobs at BURN

Duties and Responsibilities:

• Manage outbound and inbound phone calls.
• For Outbound – Achieving the daily calls and verification target.
• For Inbound – Achieving AHT Targets, SLA Target, Call Abandoned targets, and CSAT Targets (Q.A Score)
• Ensure 100% follow-up for all dropped/abandoned calls, tickets& and any other Escalations within 24 hours
• For Digital Care – Observing SLAs for handling all customer Issues in all digital platforms Customer should receive feedback at a maximum of 25min Post post-escalation.
• Attending All Pre-shifts, Weekly Performance reviews, Coaching, and Training Sessions
• Adherence to call procedure and auto-fail parameters.
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid, and complete information by using the right methods/tools.
• Meet personal/customer service team targets and all call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts, and file documents (Adherence to the proper CRM documentation process)
• Follow communication procedures, guidelines, and policies.
• Take the extra mile to engage customers.
• Other Duties and Responsibilities:
• Performs other responsibilities, as requested, or assigned by management.
• Performs other miscellaneous duties, as requested, or assigned by management.

Skills and Experience

• Excellent verbal communication and interpersonal skills
• Fluent in English and Luganda
• Highly organized, punctual, and professional
• Proactive attitude and takes initiative to problem solve.
• Experience in customer-facing tasks (customer care, direct sales, relationship management, etc)
• Working knowledge & experience in using MS Excel for data analysis and reporting.
• Experience in leadership roles and/or organizing events.
• Qualified Female Candidates are encouraged to Apply

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The Head of Department (HOD) – Global Sales Operations is a strategic leadership role responsible for overseeing the end-to-end sales operations framework across all markets and business units. The role ensures alignment of sales operations activities with organisational goals, drives operational excellence, and implements robust governance and compliance mechanisms. The HOD will lead cross-functional collaboration, optimise processes, and deliver actionable insights to senior leadership to enhance sales performance and profitability.
Duties and Responsibilities

Strategic Leadership & Governance:

• Define and execute the global sales operations strategy in alignment with the company’s commercial objectives.
• Oversee the design, implementation, and governance of Standard Operating Procedures (SOPS) across all markets to ensure compliance and consistency.
• Drive continuous improvement initiatives to enhance data accuracy, reporting efficiency, and process automation.

Cross-Functional Coordination

• Partner with Commercial managers, Finance, Logistics, HR, and Country Management teams to ensure seamless integration of sales operations with other business functions.
• Present monthly performance reviews (QBRS) to stakeholders to address performance gaps, budget adherence, and strategic priorities.

Performance Oversight & Reporting

• Monitor global sales performance metrics (e.g., agent productivity, PJP adherence, trade spend efficiency) through consolidated dashboards and reports. Present high-level insights and recommendations to the company leadership on sales trends, risks, and opportunities.
• Ensure timely delivery of critical reports, including budget vs. actuals, EBITDA tracking, and contribution margin analysis.

Risk Management & Compliance

• Identify operational risks (e.g., data discrepancies, compliance breaches, financial leakage) and implement mitigation strategies.
• Oversee audits of sales data, commission calculations, and trade spend reconciliation to ensure accountability.

Team Leadership & Development

• Manage and mentor Sales Operations Managers and their teams, fostering a culture of accountability, innovation, and collaboration.
• Conduct annual training needs assessments and align development programs with organisational goals.

Budget & Profitability Stewardship

• Approve budgets and control spend for sales operations activities, ensuring alignment with financial targets.
• Track unit economics, profitability metrics, and cost optimisation initiatives across the market

Skills and Experience

• 5+ years of work experience, with 2–3 years in data analysis or supervisory roles.
• Expert in spreadsheets (Excel/Google Sheets) and MS Office/G Suite.
• Excellent data analysis, reporting, and interpersonal skills.
• Knowledge of Kenya’s geography, languages, and culture
• Bachelor’s degree in business, Data Analytics, or related field.
• Commercial exposure or experience working with sales teams.
• Highly organised and quick learner.
• Qualified Female Candidates encouraged to Apply