Call Centre Coordinator- Uganda

Location: Kampala, Uganda

Engagement: Contract

Preferred start date: As soon as possible

About Pula:

At Pula, we are radically restructuring agricultural insurance, using technology to insure the previously unbanked, uninsured, untapped market of 1.5 billion smallholders worldwide.

We work in over 14 countries across Africa and Asia, and by 2020, we have facilitated crop insurance cover to over 4.7 million farmers across Kenya, India, Rwanda, Uganda, Nigeria, Mali, Senegal, Zambia, Ethiopia, Madagascar, Tanzania, and Malawi. Since raising our Series A our operations have expanded globally including now Asia and Latin America.

Pula is fast-paced, constantly adapting to new opportunities and challenges. We are a high-performance, multi-cultural team. We expect our team to value performance, results and professionalism.

At Pula, our ways of working are informed by our Pula DNA, our culture. The Pula DNA is represented in four pillars as indicated below:

• Obsessed with results: We are responsible for our future and therefore we get things done!
• Connect the Dots: We continuously identify different customer needs & business problems and build solutions that deliver value.
• Have a Can do Attitude! We dare to do things differently to make things work.
• We have each others’ back: We look out for each other & we share high quality, timely feedback that makes us better.

About the Role

Pula is seeking experienced, motivated and energetic  personnel to join us as  the Call Centre Coordinator to be based in Uganda, Kampala This is a challenging role and requires a results-oriented person with Positive attitude, Excellent organization and Communication Skills. and The candidate will be required to perform the following duties:

Call Centre Coordination

• Participate in Weekly Calls with HQ and provide timely updates and priorities
• Ensure systems are running smoothly  between Call Centre, PULA HQ team and Field team
• Create and continually improve call centre scripts, FAQ lists and escalation procedures
• Build relationships with staff and Clients
• Update task tracking using Google Documents, Whatsapp and other Software as requested.
• Submit daily and Weekly KPIs as requested
• Creating budgets and tracking expenses
• Lead Implementation of Surveys and reporting
• Support with any challenges related to registration and claims processing
• Set targets for the support desk agents and make sure that action plans are completed.
• Proactively identifying and resolving problems
• Support a team of 3 to 5 or More Support desk agents where necessary
• Hire, train, coach and motivate support desk agents to provide high quality customer service.
• Support desk performance management

Qualification:

Job Competencies (Knowledge, Experience and Attributes / Skills).

• Diploma/Degree in Customer Engagement, Business Management, Marketing or IT

• Experience with working in data -rich settings with high analytical skills

• Excellent communication skills--both in person and when using remote methods

• Excellent Multitasking, time management and leadership skills

• Work experience with Customer Service roles.

• Prior experience with managerial Position

• Strong problem solving-ability and analytical skills

• A good understanding of call centre technology will be an added advantage