Job
Title: Campaign /
Telesales Data Analyst
Introduction
About
M-KOPA Solar: 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 350,000 homes in Kenya, Tanzania and Uganda to solar power, and is now adding over 500 new homes each day.
Customers
acquire solar systems for a small deposit and then purchase daily usage
"credits" for Kshs 50, 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 January 2016 M-KOPA employs over 700 full time staff across East Africa and sells through a network of over 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 mode 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.
M-KOPA has also successfully tested a range of new products that leverage its relationship with customers, and M-KOPA’s unique competencies in mobile telecommunications and ICT.
To
ensure that the research and development of new products add value to (and do
not distract from) its core business, M-KOPA is establishing the M-KOPA
Labs.
The
Labs will be a dedicated business unit within M-KOPA that will define and test
extensions of the M-KOPA asset-based credit model for off-grid-power to new
products and services.
Role
Profile
M-KOPA
is seeking:
Position
Title: Campaign /
Telesales Data Analyst
Location: Nairobi, Kenya
Position
Start: As
soon As Possible
Reporting
to: Head
of Data
Overall Purpose: The main purpose of the Campaign Data Analyst is to enhance the revenue generating potential of the Telesales team in the most cost effective manner.
Overall Purpose: The main purpose of the Campaign Data Analyst is to enhance the revenue generating potential of the Telesales team in the most cost effective manner.
The
person in this position will monitor, control and manage outbound calling
campaigns to ensure proper implementation of business strategies and sales
tactics.
This
role will require working closely with the Telesales team, Technical Support
team, Marketing, Quality, and Customer Care Management.
The analyst
in this position would identify business concerns and make recommendations for
improvements in the calling strategies to maximize overall sales results. Daily
functions include managing the leads and dialer workload, tracking all key
performance metrics, reporting and communication.
Key Accountabilities
- Manage
the daily outbound calling campaigns based on telesales strategies to
ensure sales production goals are achieved and exceeded.
- Implement
and manage campaign management tool.
- Track
dialer campaign results by lead source and provide daily, weekly, and
monthly reports.
- Analyze
productivity and efficiency trends in the outbound sales, including
conversion rates, calls handled, right party contact rates, penetration
rates, and revenue production.
- Track
key performance indicators and provide recommendations to the leadership
to promote changes that will improve the overall efficiencies.
- Streamline
existing processes of identifying production concerns and quickly engage
the decision makers to implement necessary business process changes.
- Manage
the calling lists and treatment strategies within the defined business
rules.
- Work
with supervisors and TSRs to assure disposition codes are properly
utilized.
- Develop
and maintain forecast models to predict call volume, right party contact,
closing rates, and sales volumes.
- Review
results and identify trends to improve efficiencies, including sales
results and campaign management tool integrity.
- Deliver
technical assistance to employees by troubleshooting system issues and
providing ongoing maintenance updates.
- Communicate
effectively with all levels of management and other departments concerning
system performance concerns, campaign management tool and ongoing
production communication.
- Monitor
agent productivity utilizing all available tools, including Dialer, Data
Mart, Campaign Monitor, and Campaign Editor, Real Time Adherence (RTA),
CMS, and various reports. Troubleshoot issues in real time.
- Provide
accurate and timely feedback to scheduling for making changes in order to
maintain optimal schedules.
- Generate
individual Telesales representative performance and team productivity
metrics.
Requirements
/ Specification
Education: Bachelor’s degree in
Computer Science, Statistics, or Business Information Technology (BBIT).
Skills & Experience:
Skills & Experience:
- Minimum
of 1 year experience in a comparable position in a call center
environment.
- 6
months experience in an outbound revenue generating organization.
- Practical
knowledge of call center telephony technology such as a dialer, call
management systems, workforce management, and member databases.
- Ability
to demonstrate an outstanding effective communication style by maintaining
clear, concise, timely and correct communication flow with TSRs,
management and colleagues.
- Technical
aptitude to learn new software and new functionality of the existing
systems.
- Ability
to provide high accuracy of data entry while multitasking.
Remuneration: Competitive covering a
monthly salary, performance bonus and medical benefits reflective of the candidate’s
experience and skills.
To
Apply
To
apply, send an updated 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 with the subject EV-TA-2083
Deadline
for application is 5pm on Sunday 7th August,
2016.
Please
Note: M-KOPA,
as a policy, does not collect/charge any money as a pre-employment or
post-employment requirement. This means that we never ask for ‘recruitment
fees’, ‘processing fees’, ‘interview fees’ or any other kind of money in
exchange for offer letters or interviews at any time during the hiring
process.
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 4 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.
