About The Role
Burn is looking for an Agent Care Team Manager with the following responsibilities.
Duties And Responsibilities
- Strategic Leadership s Alignment:
- Lead the development and execution of strategies to maximize agent performance in line with global commercial objectives
- Partner with business leaders to create strategies that enhance agent support, improve agent satisfaction, and contribute to business growth
- Operations Management:
- Oversee daily operations of agent care teams, ensuring high performance, smooth workflows, and business targets are met
- Collaborate with the Sales Operations team to ensure adherence to standard operating procedures (SOPs) across global teams, driving efficiency and consistency
- Manage the recruitment, training, and onboarding of sales agents/ACT officers
- Ensure correct agent mapping and zoning based on approved criteria and SOM
- Verify and confirm field team commission payments, ensuring timely processing
- Address field challenges and support agents in improving their performance
- Training s Development:
- Develop and implement training programs for agent care officers to ensure continuous improvement and alignment with company goals
- Collaborate with training teams to assess agent training needs, address skill gaps, monitor performance, and ensure compliance with SOPs
- Budget s Resource Management:
- Manage the agent care team’s budget, allocating resources effectively to maximize performance and meet business demands
- Lead efforts to streamline operations, improve efficiency, and reduce costs
- Business Development s Process Improvement:
- Work with senior management to identify and implement process improvements that enhance operational efficiency and agent satisfaction
- Escalation Management:
- Oversee and manage escalations from sales agents related to performance issues
- Identify root causes and implement strategic solutions to prevent future issues
Skills And Experience
- 5+ years of experience in sales or operations management, ideally in the renewable energy or clean cooking sectors
- Proven experience in sales support or agent management roles
- Strong strategic thinking and experience managing cross-functional teams
- Bachelor’s Degree from an accredited university
- Solid understanding of performance metrics, data analysis, and reporting
- Experience in business development, sales strategy, or process optimization
- Sales/operations data analysis and reporting experience
- Experience managing large, geographically dispersed teams
Qualified Female Candidates encouraged to Apply
