About the Role:
We are seeking a dedicated customer experience guru to join our Commercial team as Customer Experience Operations Manager. As CX Operations Manager, you’ll drive a seamless, efficient customer journey, shaping loyalty and satisfaction while boosting retention and sales across Kenya and Zambia. You’ll lead call center teams, align customer experience with Apollo’s strategy, and streamline processes to respond swiftly to field insights. Through improved resource optimization and stronger communication across departments, you’ll play a key role in fueling Apollo’s sustainable growth and customer-centric mission.

Key responsibilities:
– **Process Optimization & Efficiency:** Lead the continuous improvement of call center operations, streamlining processes to improve operational efficiency and customer experience. Identify bottlenecks, leverage data-driven insights, and implement tools and systems to optimize workflows.
– **Resource Allocation & Workforce Planning**: Analyze call volume data and trends to ensure optimal resource utilization, workload distribution, and team capacity planning. Develop strategies for workforce planning that align with the company’s business objectives while ensuring cost control and service excellence.
– **Customer Insights & Feedback Integration**: Generate actionable insights from customer interactions, identifying key pain points and trends. Collaborate with cross-functional teams to integrate these insights into product development, process improvements, and strategic decision-making.
– **Cross-functional Collaboration & Stakeholder Engagement:** Partner with teams across sales, growth, product, credit, and L&D to ensure a unified customer experience. Facilitate communication between the call center and other departments to drive alignment, knowledge sharing, and problem-solving.
– **Technology & Process Innovation:** Work closely with product and engineering teams to design, implement, and manage tools and technologies that enhance call center efficiency and improve customer engagement. Drive system improvements and contribute to the development of the technology roadmap