We believe EVERYONE in the world deserves access to the internet and affordable communications. Communications have an incredibly positive impact on improving the lives of individuals and accelerating the economic and social growth of developing countries; yet 4.4 billion people around the world are still unconnected and many more are poorly serviced. ...
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- Contents
- Open Jobs
- Customer Service Team Leader
- Workforce Management & MIS Analyst
- Method of Application
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldCustomer Care 
Mission Statement for the Role:
To provide leadership, support and guidance to Customer Service agents on shift in order to ensure swift and clear communication with customers in resolving their incoming requests.
Overall Responsibility:
Provide frontline leadership as the team leader, lead the agents on shift to ensure all inbound communication channels are being monitored and responded to within SLA. Ensure that tickets that are active at the end of the shift are properly reassigned to the next shift, ensuring continuity and ownership.
Financial:
Limited customer account approvals.
People:
Managing between 12-20 agents depending on shift and timings and growth in 2025.
Key SMART Results for A-Player Success
- Build a high-performing team through coaching and mentoring Customer Service agents to deliver the best customer experience -By the end of Q4 2025
- Ensure Poa! Customer Service is accessible across all channels: Phone, social media, WhatsApp, email, and chat - By the end of Q4 2025
- Monitor customer service operations to ensure empathy, quick response times, and ability to resolve customer complaints effectively - By the end of Q4 2025
- Foster collaboration with other teams and stakeholders to resolve the customer enquiries as rapidly as possible - By the end of Q4 2025
- Ensure troubleshooting processes are consistently adhered to by team members, providing guidance and support to improve their troubleshooting skills and identifying opportunities to enhance and refine existing procedures for better outcomes - By the end of Q4 2025
- Continuously provide insights that help to improve the Customer Service department operations and move the business to a different level -By the end of Q4 2025
- Uphold and promote a culture of excellence, accountability, and customer-centricity within the team - By the end of Q4 2025
Level of Management Experience Required (Mandatory & Nice to Have)
- Mandatory: Experience in leading a team of 5-12 in a similarly high-pressure CS inbound environment.
- Nice to have: Experience in leading status report meetings, and performance report submission.
Department stage of development where this role sits
- Scaling
Key Competencies (H, M, L)
- Clear, empathetic written and verbal communication skills. H
- Ability to solve problems on multiple planes. H
- Attention to details—troubleshooting and resolution is an observer's game—being able to identify and spot problems is a key to success in the role. H
- Time management: The ability to resolve specific tasks within the allotted times. H
- The ability to ask for help—knowing when and how to ask for help internally and with other departments to resolve a customer enquiry. H
- Ability to remain calm even when the customer is upset. Keeping the tempo of the conversation positive in light of challenges. H
- Coaching mindset—working with others on the team to help them solve customer enquiries in a timely manner. H
- Digital and computer literacy. H
- Social media competency. H
- Strong phone contact handling and active listening skills. H
Mandatory Criteria if any, with no exceptions to hire
- Must have worked in a contact centre environment leading a team.
- Proficiency with Reporting, Gmail, & Google Suites (Docs, sheets, slides).
- Experience with CRM tools (e.g., Zendesk, Avaya, Ameyo).
- Familiarity with KPIs like FCR, AHT, and customer satisfaction scores.
- Ability to resolve conflict resolution and de-escalation.
- Ability to work well with minimum supervision.
- Job TypeFull Time
- QualificationBA/BSc/HND
- Experience
- LocationNairobi
- Job FieldData, Business Analysis and AI 
Mission Statement for the Role:
The Workforce Management and MIS Analyst is dedicated to optimising workforce efficiency and driving operational excellence by delivering actionable insights through data analysis. This role ensures staffing levels align with customer service demands, enhances performance management, and supports data-driven decision-making to enable seamless operations within poa! environment.
Overall Responsibility:
The workforce management & MIS analyst is responsible for ensuring optimal workforce efficiency and operational performance through effective forecasting, scheduling, and real-time monitoring. This role involves analysing data to deliver actionable insights, managing staffing levels to meet service demands, and supporting strategic decision-making. Additionally, the analyst oversees the development and reporting of key performance metrics (MIS), enabling leadership to make informed, data-driven decisions in a fast-paced environment.
Key SMART Results for A-Player Success
- Forecast workload volumes for the Contact Centre based on historical data and seasonal trends- By the end of Q2 2025.
- Create and manage staff schedules to meet SLAs for customer interactions -By the end of Q2 2025.
- Monitor real-time operations to ensure service availability and escalate any deviations from service levels- By the end of Q2 2025.
- Analyse workforce performance metrics such as schedule adherence, occupancy, and efficiency- By the end of Q2 2025.
- Collaborate with cross-functional teams to align staffing plans with business goals and service delivery targets- By the end of Q2 2025.
- Prepare and present regular WFM reports to highlight trends, challenges, and opportunities for resource optimization- By the end of Q2 2025.
- Design and maintain dashboards and reports to track KPIs, including first call resolution, network uptime, churn rates, installation turnaround times, and ticket resolution- By the end of Q3 2025.
- Analyze customer data, including traffic patterns, peak usage, and service disruptions, to inform decision-making and improve operational efficiency - By the end of Q3 2025.
- Generate insights to support operational strategies, such as churn reduction and customer retention efforts- By the end of Q3 2025.
Level of Management Experience Required (Mandatory & Nice to Have)
- Mandatory: Proven experience in Workforce management, especially in B2C environment within Kenya, operating from a few thousand and scaling to tens of thousands of customers
Department stage of development where this role sits
- Scaling
Key Competencies (H, M, L)
- Proficient in analysing complex data sets to identify trends, insights, and opportunities for optimization. H
- Ability to interpret metrics and translate data into actionable recommendations. H
- Expertise in forecasting, scheduling, and capacity planning to ensure staffing aligns with business needs. H
- Real-time management skills to adjust resources dynamically for optimal performance. H
- Ability to identify inefficiencies and propose effective solutions to improve workforce and operational performance. H
- High level of accuracy in data analysis, reporting, and scheduling to ensure informed decision-making. H
- Excellent written and verbal communication to clearly convey insights and recommendations. H
- Ability to collaborate with cross-functional teams and present data-driven strategies to stakeholders. H
- Ability to thrive in a fast-paced, dynamic environment with evolving priorities. H
- Flexibility to handle unexpected changes in staffing or operational demands. H
- Strong organizational skills to prioritize tasks, meet deadlines, and manage multiple responsibilities effectively. H
Mandatory Criteria if Any, with no exceptions to hire
- Must have worked in a Contact Center environment within WFM team.
- Proficiency in data analysis software and reporting tools such as Excel, SQL, Power BI, or Tableau.
- Experience with CRM tools (e.g., Zendesk, Avaya, Ameyo).
- Good understanding of customer service metrics and their impact on workforce and operational planning.
Method of Application
Use the link(s) below to apply on company website.