Vacancies at BURN

Summary of the Role

• The employee will ensure delivery of high-quality customer service within Customer Experience. This position is responsible for designing, implementing, and overseeing quality assurance programs to enhance the skills and performance of all call center agents.
• The ideal candidate should possess a strong background in quality assurance, PAYGO Collection, and a deep understanding of call center operations. Experience in Call center training and quality is an added advantage.

Duties and Responsibilities

• Call Evaluation - Conduct regular evaluations of calls, emails, chats, and other customer communications to assess agent performance and adherence to quality standards.
• Collection Call Monitoring - Monitor and evaluate collection calls to ensure compliance with regulatory requirements, company policies, and industry best practices.
• Performance Metrics Tracking - Assess agent performance, adherence to scripts, and negotiation effectiveness to enhance collection efficiency.
• Feedback Provision - Provide timely and constructive feedback to agents based on quality monitoring results, highlighting strengths and areas for improvement.
• Data Analysis & KYC Checks - Analyze quality monitoring data to identify trends, patterns, and concerns related to agent performance, customer satisfaction, and compliance. Conduct daily KYC checks and provide feedback to the Agent care support team.
• Calibration Sessions - Facilitate Calibration and feedback sessions to address gaps and improve the customer experience for agents.
• Compliance Monitoring - Stay informed about regulatory requirements and industry standards related to customer interactions and collections and ensure that agents adhere to all relevant regulations and policies.
• Training and Development - Identify training needs and develop training materials and programs to address skill gaps and enhance agent performance in customer interactions and collections.
• Technology Utilization - Ensure all calls are recorded, archived and retrievable as required.
• Customer Feedback Analysis - Analyze customer feedback, complaints, and satisfaction surveys to identify recurring issues or areas for improvement in customer service delivery and recommend appropriate actions.
• Escalation Handling - Develop protocols and procedures for handling escalated customer issues or complaints, ensuring timely resolution and customer satisfaction.
• Team Leadership and Development: Provide leadership, guidance, and support to the quality assurance team, fostering a culture of continuous learning, collaboration, and accountability.
• Other Duties and Responsibilities - Performs other responsibilities, as requested, or assigned by management. 
• BURN Ambassador
  • Always maintain integrity and be a positive ambassador for BURN
  • Strive for continuous improvement for our services that we offer our customers.
  • Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience

• Bachelor’s degree in business administration, Communication, or related field.
• Proven experience in call centre operations, with a focus on quality assurance and performance management.
• Strong Knowledge of English and French (Must have both)
• Strong analytical skills with the ability to interpret data and trends effectively.
• Excellent communication and interpersonal skills, with the ability to provide feedback clearly and constructively.
• Detail-oriented with a commitment to accuracy and precision.
• Proficiency in call centre technologies and quality assurance tools.
• Knowledge of industry regulations and compliance requirements.
• Ability to multitask and prioritise tasks in a fast-paced environment.

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About the Role 

• BURN is looking for a Head of Communications who will be responsible for developing and implementing the company’s communications strategy across all its locations and operating entities to ensure that the Organization is seen and perceived in the desired light by its customers, its stakeholders, and its staff.  
• The successful candidate will also be responsible for, coordinating all internal company communication, corporate announcements, investor communication, developing and implementing CSR projects, and coordinating all communication to, or concerning, multilateral organizations related to clean cooking, carbon emissions reduction, sustainability, and all other related topics. 

Duties and Responsibilities: 

• Establish strategy and policy direction for communications and corporate relations of the company, including publicity and public relations, corporate branding, image & reputation management, and industry thought leadership. 
• Articulate clear corporate brand goals and objectives and provide leadership for global corporate brand management 
• Define and implement clear strategies to achieve corporate brand goals 
• Deliver effective communications to build a strong reputation that differentiates from competition, supports talent acquisition and retention, boosts crisis management and post-crisis recovery, and establishes BURN as a thought leader in the Cookstove and emissions reduction industry.  
• Lead the measurement of reputation, harnessing the data, and championing action that will positively impact brand reputation 
• Create/script and manage messages that support BURN’s mission, vision, and values, and deliver them to internal and external audiences with differing needs, motivators, and perspectives. 
• Infuse humanity into relevant messaging, establish an appropriate tone, and engage with stakeholders in an authentic, meaningful way. 
• Establish an overall strategy and program for stakeholder relations.  
• Manage media relations and maximize media opportunities for BURN, its Product brands, and emissions reduction projects 
• Oversee CSR and Sustainability programs and activities 
• Develop relevant measures for the impact of corporate responsibility activities, employee satisfaction studies, media mentions, and other activities. 

Skills & Experience 

•  8+ years of integrated marketing experience including corporate communications, reputation management, Digital marketing, media monitoring, and management.  
• Strong strategic thinking capability and proven experience in reputation management and corporate communications strategy development & management 
• Strong creative, messaging development, and analytical skills with the ability to interpret both cultural and commercial trends to devise winning communications strategies. 
• Strong prioritization, team collaboration, and project management skills.  
• Excellent communication and graphical presentation skills 
• Relevant work experience in FMCG and consumer durables is beneficial.  
• Strong written and spoken knowledge of English (French and Swahili will be an advantage