Bridge international Academies recruiting Customer Care Deputy Manager

Customer Care Deputy Manager

Bridge International Academies - Lagos


Bridge international Academies is the world’s largest and fastest-growing chain of primary and pre-primary schools with more than 400 academies and 120,000 pupils in Kenya and Uganda. We democratize the right to succeed by giving families living in poverty access to the high-quality education that will allow their children to live a very different life.
Job Description
  • The Customer Care Deputy Manager is the key to the customer care team and should have a deep understanding of the structure and operations of the business and willingness to learn as the company is continuously growing and evolving.
  • The Customer Care Deputy Manager is responsible for managing a team of more than 30 Customer Care associates to ensure operational efficiency.
What You Will Do
  • Performance Management: Setting and evaluating team members’ performance against specific targets for speed, accuracy, efficiency, sales and quality; and improving performance by increasing efficiency and maximizing productivity.
  • Team Management: Coaching, motivating and retaining staff and coordinating bonus, reward and incentive schemes; identifying training needs and planning training sessions; organizing staffing, including shift patterns and the number of staff required to meet demand.
  • Managing the daily running of the Customer Care Department: Monitoring inbound and outbound calls to improve quality, minimize errors, and track operative performance; recording statistics, user rates and the performance levels of the center and preparing reports.
  • Client Management: Liaising with supervisors, team leaders, academy staff, operatives and third parties to gather information and resolve issues; handling the most complex customer complaints or inquiries.
What You Should Have
  • BA/BSc in Marketing, Project Management, Business Management or any related field.
  • At least 3-4 years Customer Care experience, Customer Service or help desk support.
  • 5+ years of management experience preferably in a call center managing both inbound and outbound calls.
  • Understanding of both English, Pidgin and local languages in order to respond to issues effectively while assuring quality to Bridge's target customer.
  • Experience managing people and their performance
  • Experience and/or appreciation of social impact business.
  • Work experience in a highly operational role in a data-driven, customer-focused environment.
  • Knowledge in data analytics and research and a track record in building and implementing data-driven operational systems.
  • Proven resilience to handle the realities of on-the-ground operational challenges.
  • Expertise in using Customer Relationship Management and Enterprise Resource Planning systems.
  • We particularly value experience in extreme growth situations.
  • Passionate about Bridge’s vision of democratizing the right for all children to succeed
You Are Also:
  • Proactive - You don’t always need supervision and you are a self-starter. Your personal drive to succeed and deliver keeps you working when you may not have a supervisor with you.
  • A detailed doer - You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
  • A networking mastermind- You excel at meeting new people and turning them into advocates. You communicate in a clear, conscientious, and effective way in both written and oral speech. You can influence strangers in the course of a single conversation. Allies and colleagues will go to bat for your ideas.
  • A creative problem-solver- Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in volatile, low-resource communities and runs on fees averaging around $7 a month per pupil. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.
  • A customer advocate- Our customers - these families living on less than $2 a day per person - never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their customer benefit, experience, and value.
  • A malleable learner -You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when other
  • s point out where you’ve missed things or failed today.
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