Job Purpose/Mission
The Customer Experience Department leads Support excellence through a smart customer journey and insightful & responsive analysis. The department creates & manages against a strategy and plan that speaks to the wider Group and Country strategic objectives and lead market research, customer & team insights, practices of competitors, analysis of performance by business units, to inform strategy. The Head of Customer Experience will oversee the implementation and support of Customer Experience strategy, support channels, Voice of the customer, Call Centre processes and governance as well as team management.
Responsibilities

Develop and own the country CX plans, ensuring that the plans are (1) in line with the group priorities (or at least not a substantial deviation from); (2) if executed, will achieve the agreed CX targets set out in the business planning process; and (3) will fall within the agreed budget.
Provide input into the process and view on the KPIs. Once agreed, incorporate into regular operating rhythm and governance forums, providing communications and training to the team as required to ensure a shared understanding.
Incorporate CX targets by, ensuring alignment with any group guidelines, processes and policies provided.
Provide input, feedback and support to the group CXs strategy setting process, review the overall plan once produced, adopt and implement into country strategic priorities to ensure alignment can budget accordingly.
Coordinate with country Operations, Sales and Marketing and own preparations to launch.
Provide input, feedback, and support of the VOC Strategy.
Adopt the customer survey schedule and execute or coordinate the surveys at country level.
Work closely with Product to pilot and launch new products, especially with regards to training the CX team and field teams, monitoring performance
Work closely with Product to identify the needs of current and potential future customer base in the country, consolidating and disseminating information from the CX team, acting as a conduit to Product.
Stay up to date with the latest insights, share insights & best practices with central and other local teams.
Produce local dashboards, working with the country Tableau Champion to publish in line with better practice.
Owning the call centre & service centre agent and team leader roles and org structures, identifying and selecting candidates to undergo agent training, conducting training for new agent on boarding and refresher training throughout an agent’s journey with us.
Determine the framework and methodology for region and territory assignment and conduct the actual assignment of service centre agents and for teams / language queues for call centre agents
Engage and adopt training materials, manuals and refence guides; Participate in training sessions, providing feedback to materials, and tracking tools. Give feedback to team members of their usage of tools of trade.
Skill building and capacity development which entails recruitment and onboarding, skills training, career development and Quality Assurance Audits
Implementing Continuous Improvement processes and innovations through Customer Feedback Systems and Piloting & Scaling Interventions.
Fostering Customer Care culture and adoption within the Call Center through culture, team values and accountability.
Improving Tools and Digital Technology Platforms which include tools for issue documentation and resolution as well as live performance tracking.
Responsible for process and policy documentation, implementation, and improvements across Customer Experience department
Provide visibility of the country plans and identify and communicate areas that could require central CX team support.

Subordinates effectiveness:

Ensure staff understands the context of their roles in relation to Engie Energy Access Kenya strategy
Ensure proper / acceptable behavior are exhibited by staff in your department when performing their duties
Ensure performance consequences are taken by the line managers in your department i.e. recognize best performers and manager poor performers from time to time through both, formal and informal feedback.
Assess and monitor the training and development needs of the staff in the department.
Ensure staff have the resources they require to perform their work

Operations Excellence

Operations Excellence activities geared towards driving expectation levels of service to both our internal and external customers.
To create value for our internal and external customers, and to continuously improve our processes and lower our cost of operations.
Implementation, Improvements and supervision in our processes, policies and procedures that will lead to strategic and timely decision making.
Support with implementation of technological changes, innovate and shift to becoming a commercial enterprise that continues to touch lives.
Implement quality audit process across different departments as per the EEA Kenya standards
Implement path to quality model/structure within Engie Energy Access Kenya

At EEA, we have high expectations for our managers. Each manager plays a key role in creating an exceptional experience not only for our customers but for every person on our team. Our managers help A2E realize our ambitious goals while developing their own leadership skills and facilitating growth for their direct reports.
We believe that great managers:

Deliver ambitious results: As a high-performing and accountable leader, you create an enabling environment for effective action and bold decision which contribute to successful delivery of results.
Act with integrity: As an ethical leader you are honest, respectful, objective, and transparent. You create and build upon a foundation of trust and openness.
Inspire and mentor the team: As an inspirational leader you walk the talk. You empower and coach your team with trust and humility.
Are accessible: as an accessible leader, you develop and maintain deep connections with stakeholders through approachability and active listening.
Ensure diversity and inclusion: as an inclusive leader, you ensure diversity and foster a sense of belonging.

Accountabilities

Team Performance
S/he is accountable for adherence of company’s policies and procedures
S/he is accountable for adherence to the company’s budget
S/he is accountable to check before approving all financial request

Knowledge and skills
Experience:

5 years + experience of working in service-based operations.
Must be experienced in managing complex and sensitive operational challenges.
Adapt at identifying issues, driving to root cause and able to negotiate solutions.
Competent use of statistics related to business improvement metrics and operational performance.
Able to define problem statements and required outcomes based on cost benefit analysis linked to business objectives.
Strong interpersonal skills to effectively deal with internal customers; foster open upward and downward communication within the organization built on mutual respect.
Project management skills to manage the process of providing excellent operational service (efficient, effective and qualitative), turnaround, and continuous improvement (LEAN, Value chain, QRM, Pareato, 5 Why’s etc, etc.) with excellent report writing skills.
Skilled in Customer Satisfaction and Retention, Contact Center processes, Quality Assurance and After-sales Support across several industries such as Pay as You Go Solar, Telecommunications
Experience in policy formulation and implementation
Experience in design of call/email/chat and social media quality evaluation formats in line with business needs and industry standards.

Qualifications:

Bachelor’s Degree in in Business Administration or any equivalent
Certified Operational excellence is an added advantage.

Language(s):

English
French is a plus

Technology:

Experience in technology required for the role

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