Customer Care Manager at Bridge International Academies

Role Overview

The Customer Care Department is the first-line resolution centre for any and all issues that may come through from Bridge's more than 4,000 academy staff, parents, community members, and many more. The Customer Care Manager is the leader of this team, and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving. The Customer Care Manager is responsible for managing a team of more than 30 Customer Care associates to ensure operational efficiency.

Responsibilities

• Performance Management: Setting and evaluating team members' performance against specific targets for speed, accuracy, efficiency, sales and quality; and improving performance by increasing efficiency and maximizing productivity.
• Team Management: Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions; organising staffing, including shift patterns and the number of staff required to meet demand.
• Managing the daily running of the Customer Care Department: Monitoring inbound and outbound calls to improve quality, minimise errors, and track operative performance; recording statistics, user rates and the performance levels of the centre and preparing reports.
• Client Management: Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues; handling the most complex customer complaints or enquiries.

Desired Skills and Experience

Education and Qualifications

• BA/Bsc in Marketing, Project Management, Business Management or any related field.
• At least 3-4 years Customer Care experience, Customer Service or help desk support.
• 5+ years of management experience preferably in a call centre managing both inbound and outbound calls.

Experience Profile

• Understanding of both English and Swahili languages in order to respond to issues effectively while assuring quality to Bridge's target customer.
• Experience managing people and their performance
• Experience and/or appreciation of social impact business.
• Work experience in a highly operational role in a data-driven, customer-focused environment.
• Knowledge in data analytics and research and a track record in building and implementing data-driven operational systems.
• Proven resilience to handle the realities of on-the-ground operational challenges.
• Expertise in using Customer Relationship Management and Enterprise Resource Planning systems.

Personal Attributes

• Customer service oriented, high level of motivation & professional etiquette.
• Ability to remain calm under pressure.
• Strong verbal and written communication skills.
• A natural mentor with strong organizational and management skills.
• Savvy leader with exceptional relationship building and team development skills.
• Excellent time management skills with a key affinity to prioritizing and multitasking

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