About The Role
Burn is looking for an Agent Care Team Manager with the following responsibilities.
Duties And Responsibilities
Strategic Leadership s Alignment:
Lead the development and execution of strategies to maximize agent performance in line with global commercial objectives
Partner with business leaders to create strategies that enhance agent support, improve agent satisfaction, and contribute to business growth
Operations Management:
Oversee daily operations of agent care teams, ensuring high performance, smooth workflows, and business targets are met
Collaborate with the Sales Operations team to ensure adherence to standard operating procedures (SOPs) across global teams, driving efficiency and consistency
Manage the recruitment, training, and onboarding of sales agents/ACT officers
Ensure correct agent mapping and zoning based on approved criteria and SOM
Verify and confirm field team commission payments, ensuring timely processing
Address field challenges and support agents in improving their performance
Training s Development:
Develop and implement training programs for agent care officers to ensure continuous improvement and alignment with company goals
Collaborate with training teams to assess agent training needs, address skill gaps, monitor performance, and ensure compliance with SOPs
Budget s Resource Management:
Manage the agent care team’s budget, allocating resources effectively to maximize performance and meet business demands
Lead efforts to streamline operations, improve efficiency, and reduce costs
Business Development s Process Improvement:
Work with senior management to identify and implement process improvements that enhance operational efficiency and agent satisfaction
Escalation Management:
Oversee and manage escalations from sales agents related to performance issues
Identify root causes and implement strategic solutions to prevent future issues
Skills And Experience
5+ years of experience in sales or operations management, ideally in the renewable energy or clean cooking sectors
Proven experience in sales support or agent management roles
Strong strategic thinking and experience managing cross-functional teams
Bachelor’s Degree from an accredited university
Solid understanding of performance metrics, data analysis, and reporting
Experience in business development, sales strategy, or process optimization
Sales/operations data analysis and reporting experience
Experience managing large, geographically dispersed teams
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