CX Team Credit Manager

Qualifications

• Strong experience within the PAYGO industry and knowledge in Credit management for Call Center operations.
  
• Deep understanding of best-in-class call centre tools and technical platforms: Flytxt, CollectSmart, Ameyo, RoboCall software is preferable.
  
• Excellent interpersonal skills in managing cross-functional team members to deliver complex projects.
  
• Excellent written and verbal communication skills for coordinating across teams.
  
• Autonomy, capacity to achieve results with little supervision.
  
• Ability for critical thinking, creativity and initiative to take decisions on-the-spot.
  
• Openness to travel; both within Kenya & across the d.light OpCos.
  
• Fluency in English
  

Qualifications

• Strong experience within the PAYGO industry and knowledge in Credit management for Call Center operations.
  
• Deep understanding of best-in-class call centre tools and technical platforms: Flytxt, CollectSmart, Ameyo, RoboCall software is preferable.
  
• Excellent interpersonal skills in managing cross-functional team members to deliver complex projects.
  
• Excellent written and verbal communication skills for coordinating across teams.
  
• Autonomy, capacity to achieve results with little supervision.
  
• Ability for critical thinking, creativity and initiative to take decisions on-the-spot.
  
• Openness to travel; both within Kenya & across the d.light OpCos.
  
• Fluency in English
  

• Support the OpCo Call Centre Teams in the development & implementation of their Collection Strategies and Escalation Matrices that focus on achieving their Credit Risk & Collections targets.
  
• Understand, manage, train & ultimately ensure that d.light gets the most from the wide range of technical solutions and IT platforms that are in use by the CX Team.
  
• Manage the project management process for the roll out of key Credit initiatives to improve customer experience, customer education, customer communications & collection campaigns that drive towards agreed success metrics & KPIs.
  
• In coordination with Training managers, draft and deliver training plans, call scripts, customer handling procedures and other targeted materials that support the execution of the CX Credit Risk & Collections strategy. These trainings may happen in-person, in the field or virtually and can include key stakeholders of all levels.
  
• In coordination with Technology & IT, ensure that d.light Call Centers have the systems & tools to operate according to industry best-practices for Cash Collections and Customer Retention. This includes developing required reports, dashboards, procedures and optimising the IT tool settings for the d.light Collection strategy
  
• Collaborate with relevant teams to build out a holistic customer communication strategy is implemented most effectively across the different CX Tools to maximise on Customer Collections.
  
• Contribute to the company’s high-level CX strategy development for ensuring a successful future of Call Centre Collections activities in each OpCo.
  
• Share learning and best practices and drive implementation in all Vertically Integrated markets; Upskilling & training of Sales Team managers to enable their achievement
  
• Prepare regular updates on projects for the Exco and other relevant stakeholders