Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya

Responsibilities

Team Management

Supervise, mentor, and support a team of inbound customer care agents.

Schedule shifts and allocate tasks to ensure proper staffing during peak and off-peak hours.

Conduct regular team meetings to communicate updates, address concerns, and foster team cohesion.

Performance Monitoring

Track and analyze individual and team KPIs (e.g., call response times, first-call resolution, Lead Generation, Call Coding and loan issuances).

Provide regular feedback and performance reviews to team members.

Develop performance improvement plans for underperforming staff and recognize high achievers.

Customer Experience Enhancement

Monitor and assess calls to ensure adherence to quality standards and policies.

Ensure customer complaints are escalated to the customer success team to ensure proper resolution.

Identify trends in customer issues and recommend process improvements.

Training & Development

Train new team members and provide ongoing coaching to enhance skills and product knowledge.

Ensure to update the team timely on changes occuring within the company to ensure good information flow.

Operational Efficiency

Develop and implement strategies to improve efficiency and reduce customer wait times.

Monitor and manage workflows, ensuring calls are handled promptly and effectively.

Utilize ERP and Re-dash to track team activities and generate

insights for decision-making.

Reporting

Prepare daily, weekly, and monthly reports on team performance and customer feedback.

Provide insights and recommendations to management based on analysis of operational data.

Requirements

Must have a degree or diploma in Business Administration or any other relevant related field.

At least one-year Previous relevant experience in Logbook and Dispatch would be an added advantage.

Strong analytical and problem-solving skills.

Excellent knowledge of record keeping.

Ability to adapt quickly and work independently.

Must be fluency in English and Kiswahili.

Must have a high degree of integrity and loyalty.

How to apply

For more information and job application details, see; Mogo Finance Customer Care Team Lead (Inbound) Jobs in Kenya

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