<div> About the role BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills. Objective:<ul><li style="margin-left:35px;">The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. </li><li style="margin-left:35px;">To ensure daily Business KPIs are met without Fail. </li><li style="margin-left:35px;">Address and communicate all Issues that might impact the above proactively. </li></ul> Duties and Responsibilities Performance Management &amp; Tracking:<ul><li style="margin-left:35px;">Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.</li><li style="margin-left:35px;">Maintain the CTA Tracker.</li><li style="margin-left:35px;">Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.</li><li style="margin-left:35px;">Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).</li><li style="margin-left:35px;">Fair and consistent application of performance management and disciplinary measures as necessary.</li><li style="margin-left:35px;">Support the team in achieving daily, weekly, and monthly sales and debt collection targets.</li></ul>Operational Management:<ul><li style="margin-left:35px;">Manage day-to-day line activities, prioritise tasks, and make risk/impact assessments to achieve SLAs.</li><li style="margin-left:35px;">Ensure adherence to the Workforce Plan.</li><li style="margin-left:35px;">Keep up-to-date with business development and new product lines. </li><li style="margin-left:35px;">Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.</li><li style="margin-left:35px;">Work with the management team to identify and deliver positive change and business efficiencies.</li><li style="margin-left:35px;">Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.</li><li style="margin-left:35px;">Escalate any appropriate problems to management.</li></ul>Team Leadership:<ul><li style="margin-left:35px;">Work closely with the team, providing motivation and coaching to enhance individual and collective performance.</li><li style="margin-left:35px;">Host daily pre/post-shift meetings.</li><li style="margin-left:35px;">Attend all calibration sessions.</li><li style="margin-left:35px;">Maintain training and development plans for all team members.</li><li style="margin-left:35px;">Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.</li></ul>Process Proficiency:<ul><li style="margin-left:35px;">Demonstrate proficiency in debt collection and/or Pay-go processes.</li></ul>Other Duties and Responsibilities:<ul><li style="margin-left:35px;">Perform other responsibilities and miscellaneous duties as requested or assigned by management.</li><li style="margin-left:35px;">The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction. </li><li style="margin-left:35px;">To ensure daily Business KPIs are met without Fail. </li><li style="margin-left:35px;">Address and communicate all Issues that might impact the above proactively. </li></ul> BURN Ambassador<ul><li style="margin-left:8px;">Always maintain integrity and be a positive ambassador for BURN</li><li style="margin-left:8px;">Strive for continuous improvement in the services that we offer our customers.</li><li style="margin-left:8px;">Maintain an open and receptive attitude when receiving feedback and suggestions.</li></ul> Skills and Experience<ul><li style="margin-left:8px;">Bachelor’s degree in Business Administration, Communication or a related field.</li><li style="margin-left:8px;">Proven experience in call centre operations with a focus on quality assurance and performance management.</li><li style="margin-left:8px;">Strong analytical skills with the ability to interpret data and trends effectively.</li><li style="margin-left:8px;">Excellent communication and interpersonal skills with the ability to provide feedback clearly and constructively.</li><li style="margin-left:8px;">Detail-oriented with a commitment to accuracy and precision.</li><li style="margin-left:8px;">Proficiency in call centre technologies and quality assurance tools.</li><li style="margin-left:8px;">Knowledge of industry regulations and compliance requirements.</li><li style="margin-left:8px;">Ability to multitask and prioritise tasks in a fast-paced environment.</li></ul>                                                  Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).   </div>

BURN is working to create a world where cooking positively impacts all life on earth by producing the world&rsquo;s most efficient biomass, liquid fuel, and electric cookstoves. BURN is the largest vertically integrated modern cookstove company in the world, providing world-class R&amp;D, manufacturing, and carbon offset projects from our HQ in Kenya and across 10 countries in Africa. Our team &ndash; half of whom are women &ndash; produces and sells over 200,000 stoves per month at our solar-powered facility in Kenya. The company was founded by CEO Peter Scott, who is recognised as the global leader in cookstove commercialisation. BURN has received recognition for its cutting-edge innovation and environmental &amp; social impact from, among others Bloomberg New Energy Finance Award, Global Leap Awards, and Ashden International. BURN is an equal-opportunity employer that is committed to creating the best workplace in the world. Visit BURN/careers if you would like to be part of a world-class team that is committed to making positive, measurable change for people, forests, and the climate.

Customer Service Team Leader

<div> About the role BURN is looking for an exceptional, efficient Customer Service Team Leader to fill the role. The successful candidate must demonstrate proficiency in Customer Service skills and a combination of Leadership and Interpersonal Skills. Objective:<ul><li>The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.&nbsp;</li><li>To ensure daily Business KPIs are met without Fail.&nbsp;</li><li>Address and communicate all Issues that might impact the above proactively.&nbsp;</li></ul> Duties and Responsibilities Performance Management &amp; Tracking:<ul><li>Update daily, weekly, and monthly Agent/team Performance Tracker and VOC tracker.</li><li>Maintain the CTA Tracker.</li><li>Document coaching sessions, Weekly Performance Review (WPR) sessions, pre-shift logs, and attendance logs.</li><li>Use company methodology, team input, and initiative to achieve attendance and retention targets (below 5% absence rate per month).</li><li>Fair and consistent application of performance management and disciplinary measures as necessary.</li><li>Support the team in achieving daily, weekly, and monthly sales and debt collection targets.</li></ul>Operational Management:<ul><li>Manage day-to-day line activities, prioritise tasks, and make risk/impact assessments to achieve SLAs.</li><li>Ensure adherence to the Workforce Plan.</li><li>Keep up-to-date with business development and new product lines. </li><li>Support the Operations Manager/Call Centre Manager in highlighting operational risks and areas for improvement.</li><li>Work with the management team to identify and deliver positive change and business efficiencies.</li><li>Deliver the allocated part of the operation within agreed budgets, service levels, and business targets.</li><li>Escalate any appropriate problems to management.</li></ul>Team Leadership:<ul><li>Work closely with the team, providing motivation and coaching to enhance individual and collective performance.</li><li>Host daily pre/post-shift meetings.</li><li>Attend all calibration sessions.</li><li>Maintain training and development plans for all team members.</li><li>Lead and inspire a team of agents to deliver excellent individual/team performance and customer satisfaction.</li></ul>Process Proficiency:<ul><li>Demonstrate proficiency in debt collection and/or Pay-go processes.</li></ul>Other Duties and Responsibilities:<ul><li>Perform other responsibilities and miscellaneous duties as requested or assigned by management.</li><li>The target is to ensure excellent service standards, respond efficiently to customer inquiries and maintain high customer satisfaction.&nbsp;</li><li>To ensure daily Business KPIs are met without Fail.&nbsp;</li><li>Address and communicate all Issues that might impact the above proactively.&nbsp;</li></ul> BURN Ambassador<ul><li>Always maintain integrity and be a positive ambassador for BURN</li><li>Strive for continuous improvement in the services that we offer our customers.</li><li>Maintain an open and receptive attitude when receiving feedback and suggestions.</li></ul> Skills and Experience<ul><li>Bachelor’s degree in Business Administration, Communication or a related field.</li><li>Proven experience in call centre operations with a focus on quality assurance and performance management.</li><li>Strong analytical skills with the ability to interpret data and trends effectively.</li><li>Excellent communication and interpersonal skills with the ability to provide feedback clearly and constructively.</li><li>Detail-oriented with a commitment to accuracy and precision.</li><li>Proficiency in call centre technologies and quality assurance tools.</li><li>Knowledge of industry regulations and compliance requirements.</li><li>Ability to multitask and prioritise tasks in a fast-paced environment.</li></ul> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; Qualified Female Candidates encouraged to Apply BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees). &nbsp; </div>

Customer Service Team Leader

About the Job

About the Company

BURN

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