Call Centre Coordinator

Position: Call Center Coordinator

Location: Blantyre, Malawi

Engagement: 5 Months

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 fill in a Vacant  position of A Call Centre Coordinator to be based in Malawi. 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:

• 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
• Write end of project reports.
• 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 
• Any other duties assigned from time to time.

Please be aware of fraudulent recruiting scams, do not send money to anyone suggesting they can provide employment

Qualification:

• Diploma/Degree in Customer Engagement, Business Management, Marketing  or IT, those with a good understanding of call centre technology will have an  added advantage.
• 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

How to Apply

Qualified and interested candidates should send their application.

Please be aware of fraudulent recruiting scams, do not send money to anyone suggesting they can provide employment