Key Responsibilities
Team Leadership & Strategic Oversight
Manage 3 direct reports and a broader team of 13.
Lead and coach the CX, QA, and Reconciliation functions.
Set performance objectives, KPIs, and review cycles for each team.
Foster collaboration across teams to deliver unified, parent-centric communication and service.
Customer Engagement & Experience
Guide onboarding, parent education, and responsive support strategies.
Ensure timely, empathetic, and consistent service delivery across all channels.
Continuously improve the parent journey through data-driven insights.
Call Centre Quality Management
Provide oversight to the Call Centre Quality Assessor.
Ensure thorough quality checks across phone, WhatsApp, SMS, email, and chat.
Review and improve key metrics, such as response accuracy, resolution time, and customer satisfaction.
Approve escalation protocols and address recurring service gaps.
Channel Performance Monitoring
Monitor all engagement channels (phone, SMS, WhatsApp, USSD, social media, email).
Ensure 100% adherence to SLAs and response time targets.
Drive corrective actions when performance drops below standard.
Consolidate and present channel performance reports with insights.
5. CRM & Digital Communication Strategy
Oversee integrated digital campaigns for outreach, awareness, and retention.
Ensure effective use of CRM systems for segmented campaigns and lifecycle messaging.
Improve CRM data quality and automation to enhance impact.
Align messaging across USSD, SMS, email, and social channels.
Marketing & Campaign Management
Lead digital and offline campaigns to engage parents and communities.
Ensure campaigns are context-sensitive and available in local languages.
Incorporate feedback loops to strengthen campaign effectiveness.
Reporting & Insight Generation
Consolidate insights from service, QA, and campaign performance.
Develop monthly and quarterly reports highlighting successes, challenges, and opportunities.
Present updates and recommendations to the Program Manager and other stakeholders.
Cross-Functional Collaboration
Partner with Program Delivery to ensure alignment between service delivery and engagement.
Work with Product & Tech to improve parent-facing tools and resolve issues.
Collaborate with Communications and the Tap2Eat communication agency to ensure alignment and consistency in all customer-facing communication.
Work with Community teams for unified engagement strategies.
Represent Customer Engagement in donor visits, planning, and field meetings.
Qualifications & Skills
Undergraduate degree in a relevant field.
5+ years in managerial/supervisory roles (CX, digital marketing, call centre, or related areas).
Experience managing diverse teams across communication and service delivery.
Strong analytical skills with CRM and digital engagement platforms.
Excellent leadership, interpersonal, and collaboration skills.
Deep empathy for underserved communities and inclusive communication practices.
Knowledge of call centre systems is an advantage.