Customer Care Workforce Lead

1 week ago

Johannesburg, South Africa M-KOPA Full time

Are you prepared to embark on an extraordinary journey with M-KOPA?

We are on the lookout for someone to join our Customer Care team as a **Global Workforce Lead**. If you are **resourceful, organized, and proactive** about getting things done, you might be a fit for this exciting opportunity.

In this role, your main objective will be to **support the Customer Care and BPO teams** by providing workforce support in-house and to the outsourced BPOs. You will collaborate closely with our Customer Care teams in Kenya, Uganda, Nigeria, Ghana, and South Africa, ensuring seamless operations across these regions.

**Reporting directly to the Global Workforce and Analytics Manager**, you will have the chance to contribute to our global operations while benefiting from a supportive managerial structure. You will be expected to provide **operational support** to the Global workforce team, which includes developing daily operational plans that cover workforce tasks, reporting, intra-day updates, and dashboard updates. As the overall owner and executor of the global workforce strategies, you will work with workforce officers to drive execution and **coordinate the adoption of workforce best practices** across markets.

Your role will also involve **forecasting call center volumes** on a weekly, monthly, and quarterly basis using the provided tools, which will inform hiring and scheduling plans. You will develop and implement Call Center Agents' schedules across teams at the BPO premises and **monitor call center performance** in real time to ensure agent optimization. Additionally, you will generate and consolidate real-time, daily, weekly, and monthly call center reports across markets. You will be responsible for providing KPI schedules for annual and quarterly updates, which feed into bonus payments.

As a leader, you will guide a team of workforce analysts, developing a best-in-class support team across markets. You will conduct **performance discussions, coaching, and mentoring sessions** to help workforce analysts achieve their overall departmental objectives and key results. Moreover, you will act as the **point of contact for all workforce escalations** related to people, systems, or processes, engaging with the Global Workforce and Analytics Manager to resolve issues efficiently.

We are looking for someone with **excellent problem-solving abilities** who can **collaborate with teams across different markets**. If you have a Bachelor’s degree in Statistics, Business Administration, Economics, or Actuarial Science, and possess **strong analytical and excellent communication skills**, then you might be a good fit for our team.

Join us and be part of a team that's redefining the industry.

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