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M-KOPA is seeking:
Position Title: Team Leader
Location: Nairobi
Position Start: TBC
Contract: Yes
Reporting to: Deputy Operations Manager
Overall Purpose:
Lead and mange one of the ten teams that make up customer care for
M-KOPA and ensure we provide unbeatable customers service to our
customers.
You need to grow CCRs in your team and
continually find ways of improving the service we provide our customers,
through skill, experience, ingenuity and tenaciousness.
About M-KOPA Solar: M-KOPA Solar, headquartered in Nairobi, Kenya, is the global leader of “pay-as-you-go” energy for off-grid customers.
Since its commercial launch in October 2012, M-KOPA has connected more than 240,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 new homes each day.
The success of M-KOPA (M= mobile, KOPA= to borrow) stems from making solar products affordable to low-income households on a pay-per-use installment plan.
Customers acquire solar systems for a small deposit and then purchase daily usage “credits” for Kshs 40, or less than the price of traditional kerosene lighting. After one year of payments customers own their solar systems outright and can upgrade to more power.
All revenues are collected in real-time via mobile money systems (such as M-PESA in Kenya) and embedded GSM sensors in each solar system allow M-KOPA to monitor real time performance and regulate usage based upon payments.
This connected design means that M-KOPA is processing vast amounts of data (i.e. over 10,000 mobile payments per day) via the company’s proprietary cloud platform, M-KOPAnet.
As of January 2015 M-KOPA employs over 500 full time staff across East Africa and sells through a network of 1,000 direct sales agents. It has also commenced licensing its technology to partners in other markets.
M-KOPA has been recognised for its pioneering business mode and scale, notably winning the 2015 Zayed Future Energy Prize, being selected as the top New Energy Pioneer at the 2014 Bloomberg New Energy Finance awards and earning the 2013 FT/IFC Excellence in Sustainable Finance Award.
Role Profile
Key Accountabilities
- Lead and manage the team to provide excellent customer care
- Develop the team so they become increasingly capable and skilled
- Understand the business function of your team, how it fits into the goals of M-KOPA and improve the performance of it.
Incumbent Requirements
Education: There are no specific education requirements for this role. However operations related studies are an advantage.
Experience:
The incumbent should have the following experience:
- Proven team leader skills, including both Management & Leadership
- Ideally will have worked in a call centres
- Has developed soft skills that allow the incumbent to meaningfully develop team members
Knowledge / Skills:
- Can understand data and is proficient in excel
- Strong personal communications skills
- Can analyze and develop processes
- Soft skills to allow coaching of both groups and individuals
- Public speaking in front of groups up to 100 people
Remuneration: Competitive covering a monthly salary, performance bonus and medical benefits reflective of the candidate’s experience and skills.
To Apply
To apply, send an updated detailed copy of your CV and a cover letter expressing why you feel you would be an excellent candidate for the role to careers@m-kopa.com with the subject EV-CCTL-2708
Deadline for applications is September 7, 2015
Please Note: Due to the large number of applications received by us, we regret that you will not be contacted unless you are short listed for the post and invited for an interview.
Therefore, if you have not heard from M-KOPA within 4 weeks of the date of the deadline your application, you should assume that you have not been successful on this occasion.
This measure has been taken in the interests of efficiency and cost effectiveness and we apologize for any inconvenience this may cause.
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