Customer Engagement Manager (m/w/d)

We are looking for a Customer Engagement Manager at Sun King who will work closely with the call center and the field teams in Malawi with a vision of ensuring that the performance indicators are respected and in return offer assistance in management and training with the help of the customer engagement/service team managers.

What you would be expected to do

• Set up work models, targets and metrics of work for the Customer Engagement/Service Teams.
• Ensuring briefings are held with the customer engagement/service teams to highlight their expectations.
• Ensure daily, weekly and monthly reporting on all outbound calls and performance against KPIs.
  • Closely monitor, and track performance and SLAs related to the credit and finance and welcome teams are up to standards with the knowledge that they form part of the critical lines of business for the organization.
• Consolidate and validate training and development requirements to the customer engagement/service teams.
• Continuously coach and mentor the team.
• Hold one-on-one discussions with team members to enable focus on personal issues that affect performance.
• Manage staff disciplinary issues where coaching and training have failed to achieve the desired increase in performance.
• Drive a customer-centric culture across the organization.
• Monitor, track and report on the viability of work resources, working systems and work tools on remote functions.
• Manage and Evaluate performance appraisals for Malawi customer engagement and service functions.
• Manage and motivate staff - building a top performing operational team and instilling a culture of accountability, results and flexibility in order to meet/exceed customer expectations.
• Close partnership with other functions (e.g. operations, finance, HR, sales team) within the Malawi market and forming platforms for partnership of the respective teams.
• Ensure Peak times and Malawi call center metrics are as par the market standards.

You might be a strong candidate if you

• Hold a relevant Bachelors degree
• Have at least 3 years plus experience of managing call center operations in a larger team at a manager role.
• Are a team player, patient and people centric as you will be dealing with a highly skilled and conversant team.
• Possess systematic and research abilities or you are able to translate customer feedback into data, and customer ideas into product recommendations.
• Have excellent communication and negotiation skills.
• Have the ability to work well and mentor culturally diverse skilled teams.
• Are good with staff engagement and team motivation concepts that can boost staff morale.

What we offer (in addition to compensation and statutory benefits)

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry
• An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
• A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun King Center for Leadership.