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Call Centre Jobs - Deputy Operations Manager - M-KOPA Solar

Organization: M-KOPA Solar
Duty Station: Lubowa, Kampala, Uganda
Reports to: Head of Customer Care

About US:
M-KOPA Solar 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 600,000 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.

Job Summary:   The Deputy Operations Manager  is mainly responsible for the seamless operation of the call Centre. The role is responsible for driving achievement of all operational SLAs; ensuring that the call Centre work force has the required tools to perform to the business expectations..

Key Duties and Responsibilities: 
  • Providing effective leadership to team leaders responsible for the day-to-day operations and directing their activities
  • Participates in the recruitment and Training of Team leader and CCRs and follow up to ensure a seamless onboarding process.
  • Is responsible for the training of team leaders and creating an environment that fosters their growth and development as well as that of their team members.
  • Setting Key Result Areas (KRAs) for Team leaders and customer care representatives and monitoring the team performance to ensure that the set performance standards and Service Level Agreements are met or exceeded and are in line with the company’s operational policies and procedures.
  • Identifying, recommending and implementing various programs and motivational strategies to create staff engagement and eventually proper customer satisfaction
  • Responsible for interpreting or initiating request for desired call centre management reports for various stakeholders and clients and making recommendations for improvement strategies
  • Responsible for ensuring new programs, products and services are launched within the quality guidelines and expectations of the client
  • Monitoring real time work flow and provide guidance and floor support to Team leaders
  • Ensuring all relevant communications, records and data are updated and recorded
  • Review all concerns or issues escalated from customer care representatives during assigned shifts to meet any immediate needs and forward to designated stakeholders for follow up
  • Assess workforce planning to ensure sufficient staffing. In liaison with Work Force Planner, ensure manpower schedule is planned and distributed to the call centre staff appropriately as per the call forecast and trend

Qualifications, Skills and Experience: 
  • The ideal candidate for the M-KOPA Solar Deputy Operations Manager job must hold a Degree from a related field from a recognized Institution
  • Three years of experience in leading teams preferably in a call centre environment.
  • Excellent open and proactive written and oral communication skills
  • Leading with Emotional Intelligence
  • Great Influencer
  • Effective communicator
  • Ability to drive and manage change
  • Ability to work efficiently in a high demand, team oriented, and fast paced environment.
  • Solid problem-solving skills
  • Knowledge of Microsoft applications to include Project, Excel, Word and Power point
  • Proven analytical skills
  • Knowledge of business process development and improvement

How to Apply:
All suitably qualified candidates are invited to send a comprehensive CV by e-mail to Please kindly mark your application as “Application _ “Deputy Operations Manager”_ in the subject line of your email. The interested candidates should submit their application and CV addressed to

The Head of Human Resource & Administration,
M-KOPA Uganda Limited,
Lubowa Estate, Plot 1300 -1301 Kampala.

Deadline: Wednesday 20th March, 2019 by 5:oo PM

Please Note: Due to the large number of applications received by us, we regret that you will not be contacted unless you are short listed for the post and invited for an interview. Therefore, if you have not heard from M-KOPA within 2 weeks of the date of the deadline your application, you should assume that you have not been successful on this occasion. This measure has been taken in the interests of efficiency and cost effectiveness and we apologize for any inconvenience this may cause.

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