Call Center Analyst at M-KOPA Solar
Position Start: Immediately
Company Overview: 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 200,000 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 US $0.45, 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 May 2015 M-KOPA employs over 650 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 model 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.
Accountabilities
- Assures all scheduled reporting is accurate, validated, & delivered according to specified time line:
- Call Center traffic, activities, and key performance metrics
- Causes for activity change or anomalies
- Trends and performance results to drive strategic continuous improvement
- Data audits in revenue management opportunities in the call center
- Assures proactive and innovative approach to all work, not only to improve existing reporting and information but to create new ones that will benefit the call center
- Assures accurate business knowledge and translation of data, trends analysis into clear written and verbal communication to all management levels at various degree of detail
- Assures effective collaboration with the team, communication that builds partnerships with other teams; Finance, Sales, Inventory and IT
Essential Functions
- Responsible for daily, weekly, monthly, & quarterly reports to analyze call center
- Maintain key reporting files: build, coordinate data gathering, proof, & distribute
- Analyzing center statistics including AHT, Service Levels, and Sales
- Monitors and reports on Call center traffic and performance by analyzing center statistics and results regarding strategies involving process, performance and customer interactions, phone, agent and dept. metrics, CSAT; performs and/or recommends investigation.
- Examines business objectives and needs; partners with managers and inner department teams, gathers relevant feedback from associates as needed
- Prepares management reporting by collecting, analyzing and accurately summarizing data and trends
- Takes initiative to understand current business policy & processes from an associate & customer experience
- Evaluates Call center activity, sales, transactions, seasonality & trends to build accurate FTE forecasts for both short and long term
- Proactive in providing reporting tools, reports and analysis to management team
- Probes for information with others regarding the business, processes and activity to gain full clarity of interdependent components that drive customer behavior, trend and support summary of analysis
- Support of operations team with reporting and business analysis functions
- Effective communication with key partners, peers, and management
- Execution of special projects as needed
- Manages and provides ongoing multichannel forecasting by analyzing volume and patterns, & analyzing results, along with making adjustments as appropriate.
- Recognizes and adjusts for anomalies in histories to predict future activities
Work Experience
- 2-4 years Analytical-reporting experience in a call center required
- Must be able to communicate effectively in both technical and business settings
- Ability to develop interpersonal professional relationships and interact very well within the team and outside Computer Experience
- Microsoft Excel Advanced Skills
- Microsoft Office suite/Microsoft Office Query
- SQL
- SPSS, R or Crystal Reporting a plus Educational Preference Bachelor’s Degree in Business or equivalent
Remuneration: We offer a competitive remuneration package, reflective of the candidate’s experience and skills.
To Apply
To apply, send a current, 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.
The subject of the email should be EV-DATA-CC1.
The deadline for applications is August 2, 2015.
