CBU Cluster Supervisor Caia

Role purpose: Supervise and coordinate all M-Pesa & GSM field activities, managing and supporting the teams on the ground with resources and constant training. Must guarantee availability of stock within the Clusters, ensure that targets are achieved and that the Cluster model brings the expected results. Manage and coordinate CSR daily activities.

1. Coordination and Supervision:

• Supervise Cluster Sales Representatives performance, setting up the 1o1, call reports and face to face management process.
• Coordinate CSRs daily visits (SVs, M-Pesa Agents and Stores)
• Collect insights and propose solutions to the Manager.
• Report findings and key activities to the Territory Manager (GSM, Mpesa, MKT, Retail, Devices);
• Market attacks planning and execution (including set up of the sales stand, resource allocation, products awareness);
• Management of devices (allocations and reallocations);
• Post sales management (recons, etc);

2. Agents Management:

• Planning and monitoring of KickSides, SVs & M-Pesa Agents activity;
• Ensure recruitment of SVs & M-Pesa Agents.

3. Support:

• Resolve all operational issues within a reasonable timeframe, in line with VM/M-Pesa SLA’s (M-Pesa, SOP, Warehouse, Logistics, etc.);
• Ensure all work tool and material needs are provided;
• Ensure physical and electronic recharges, Starter Packs, M-pesa Float are always available within the Cluster;
• Distribution of stock for the CSR (starter packs, devices);
• Validate all M-Pesa Agents acquisitions and other requests (Sim Swap, etc) according to requirements.

4. Marketing:

• Presence Execution: Supervision of the DDB teams placement, strategic replacement of old branding, mapping of all presence asset and report every week on branding and merchandising material allocated;
• Trade Marketing Activation: Market activations and events equipment has to comply with H&S policies and request support for CVM Campaign to create demand of sales on activations and Vodacom events;
• Radios & Digital channels: Engage with the radios on contract, identify and pursue new radios with strong impact and identify and propose ideas to promote our brand, products and service with focus to local content.

5. Retail:

• Material Availability: Ensure all materials (Laptop, Printer, Registration devices and office supplies) are available;
• Stock: Manage stock availability within dealer stores by supporting them submitting orders;
• Performance: Monitor store performance through the regular visits.

Core competencies, knowledge, and experience:

• Strong problem-solving skills – Complaint managers may also be responsible for training their team members on how to handle Customer complaints. This can involve identifying the best way to resolve the issue and providing the representative with the tools they need to do so;
• Empathy to support in communicating with the Customers in a way that makes them feel heard and understood;
• Excellent written and verbal communication skills;
• Active listening to listen and address team members´ concerns;
• Leadership – this role may have the responsibility of delegating tasks, assigning projects and managing employees´ performance.

Must have technical /professional qualifications:

• Bachelor Degree in Business or another related field;
• Experience in, and knowledge of telecoms services, applying this expertise in a customer-focused way;
• Excellent communication skills including presenting & negotiation with Customers.

Key performance indicators:

• Gross and Net Adds (GSM & M-Pesa);
• Sales (Devices, Vouchers and Starter Packs);
• Agent Acquisition (Kicksides, SV and M-Pesa);
• Picture of success implementation.