Duties And Responsibilities

• Provide positive leadership, guidance, coaching and mentoring to the call center team to achieve individual, team and departmental quality (calls, emails, chats) objectives and key results. Also responsible for nurturing potential call center quality analysts.

• Promote an environment of Continuous improvement in line with MOGO Call Centre performance standards. Monitor and evaluate calls to drive adherence to MOGO policies and compliance to standard operating procedures through mystery calling, compliance checks, live listening in, live barging, whispering among others. Provide on-going feedback to help develop and train Agents to improve performance. Support coaching efforts of trainers and supervisors

• Conduct regular reviews and give real-time feedback in line with the agent’s performance.

• Develop and implement special projects/initiatives. Champion the implementation of process changes and update agents as soon as these come up. Conduct call calibration sessions to ensure that all the stakeholders speak the same language. Initiating and tracking QA corrective action requests and liaising with key stakeholders for alignment and buy in.

• Organize and support, inform new hire classes on quality processes. Oversee the cross training and up training of Agents.

• Review and interpret historical reports and provide stakeholders with feedback for improvement in business operations. Supervise Agent /reports of trends and observations to ensure Customer satisfaction.

• Support team leaders on real time Queue monitoring and managing floor productivity in cases of shrinkage.

Main accountabilities

Compensation and Benefits

• Contribute to the compensation package design in line with the business goals.

• Coordinate the data submission for the annual salary surveys in which the company participates.

• Analyze and present findings of published salary survey reports to the HR Operations Manager.

• Carry out compensation and benefits induction for new joiners.

• Coordinate Compensation and Benefits projects in the company.

• Apply effective communication strategies to compensation and benefits projects in the company.

• Network with compensation and benefits colleagues in the market and industry to keep up to date with the current trends and practices.

The position holder is responsible for:

• Support the training and development coordinator.

• Follow up and ensure proper assessment of vendors and programmes

• Implement the training plan as per proposed budget.

• Compliance to the company and the Group policy

• In conjunction with the Training & Development Lead and the line managers, collate all staff training needs and prepare the costing for onward approval by management.

• Ensures the efficient implementation of all approved training programmes.

• Prepares correspondence, and emails to local / Overseas Vendors and other related offices or agencies in relation.

• Ensure the registration of trainees in the corresponding trainings locally or through Lizzy.

• Establish and maintain accurate records of all trainings undertaken.

• Prepare monthly reports on training activities and programmes.

• Organize the trainings i.e. review the list of participants, distribution of materials and training, monitor trainee in training, support trainer in training.

• Ensure that assessment feedbacks of trainings are done and make the analysis.

• Assist in designing and developing training and development programs based on both the company’s needs.

• Prepare and supervise the economical distribution of Training Materials to Trainees according to course demand.

• Monitor and review the progress of trainees through questionnaires and discussions with managers;

• Evaluate training and development programs.

• Follow up the training delivery for all employees.

• Work within the limits of allocated budget.

• Prepare reports for training activities.

About the role:

The Sales Associate would be responsible for recruiting and onboarding

reputable

organisations in Uganda to use our Sage products and services mainly to

employees in the organisations.

 This will include client identification, sales

pitches/presentations, and supporting the customer onboarding

processes.

 This role will help grow our presence in Uganda and will be based in

Kampala.

 Travel to other parts of the country may be required from time to time.

EnerGrow Sales Agents are responsible for relationship building and sales with our customers. They also support on monthly payment collection from their customers.

The specific tasks of this role include:

• Our build awareness and sales of EnerGrow loans and electronic products. This is done through door-to-door sales, product and company displays at markets, presentations to community groups and through engaging with our partners and their teams.
• This is a commission-based role that requires motivated and talented sales people who are excited to use their skills to help improve people’s lives through our products. For each sale, a Sales Agent earns a commission on the sale. Because we are a microfinance company, the Sales Agent’s pay is also affected by how well the customers repay their loans. Working with customers to repay on time will ensure the maximum commission.
• Sales Agent will be responsible for digitally gathering all required customer information required to provide a loan. The agent will be responsible for ensuring all customer and loan information presented to EnerGrow’s team is truthful and accurate.
•  He/She will be responsible to undertaking occasional customer survey from time to time as guided by line managers. 
• Work hand in hand with the Collections team to ensure all clients pay on time.
• Exceptionally talented sales agents may also be trained to provide training to our customers on how to improve their businesses and how to manage their finances.
• Daily travel is required to sales areas to meet potential clients and build relationships with local leaders.
• It is required to deliver high quality client service by keeping time, providing accurate information, and being respectful of all potential customers.
• It is mandatory to participate in maintaining and updating written and electronic client records, as well as other client or group documents.

What defines Success of a Sales Agent:

• Meeting sales targets
• Meeting collections targets
• Improving EnerGrow’s brand 

Characteristics of a great Sales Agent

• Self-motivation to meet and exceed expectations.
• Understanding of sales and customer care
• Creativity in coming up with new ways to bring customers to EnerGrow
• Connecting with customers and helping them find solutions to problems using EnerGrow products. 
• Excitement about being part of an organization that is changing Africa’s future for the better.
• Being comfortable in a fast-paced environment where change is normal and individual initiative-taking is encouraged.
• Having autonomy to implement your creative solutions – not just coming up with ideas, but possessing the commitment and skill to implement them.
• Passion for organization, attention to detail, and precision.

Job Requirements:

• Excellent communication and interpersonal skills
• A team player who can manage efficiently in a changing environment
• Ability to work independently
• High level of integrity
• Fluency in English and Luganda
•  Comfort with data entry on phones and computers
• Strong written and verbal communications skills
• Commitment to excellence, outstanding work ethic, and attention to detail
•  Outgoing with the ability to approach new groups or clients
• Sales experience is a plus but not a requirement 

The incumbent will be responsible for providing direction, oversight, and outcome of the Program (multiple projects) within MTN Uganda. This is done in compliance to the Value Based capital Allocation Manual / Toolkit. The incumbent will have a specific focus on IT and None capex projects.   

The purpose of this role is to drive informed decision-making and improve overall business performance through the effective use of data, aiming at extracting actionable insights from data that translate into relevant, accurate and usable strategic knowledge.