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Agent Care Team Manager - Electric

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Location: Nairobi, Nairobi, Kenya
Job Schedule: Full time
Job Level: Manager/Supervisor

About the Role

Burn is looking for an Agent Care Team Manager to lead and execute strategies to maximize agent performance and contribute to business growth.

Duties and Responsibilities:

  • Strategic Leadership 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.

    • 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 & 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 & 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 & 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.

Application Process:

To apply, visit the Agent Care Team Manager - Electric job application link.

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BURN Manufacturing Co.

Nairobi, Kenya

BURN is a company dedicated to addressing deforestation and improving cooking efficiency in Sub-Saharan Africa. Its story began in 1990 when Peter Scott, during his travels in Zaire (now the Democratic Republic of the Congo), witnessed the environmental damage caused by charcoal production for household cooking. Motivated by this, Peter committed himself to finding a solution and began designing fuel-efficient stoves.

In 2010, after working as a cookstove consultant in Central America and Sub-Saharan Africa, Peter founded BURN Design Lab and BURN Manufacturing Co. on Vashon Island, Washington. The company initially operated on a limited budget but quickly gathered a team of world-class designers and engineers focused on creating the most efficient cookstoves globally.

By 2014, BURN opened its first full manufacturing facility in Kenya, making it the first and only vertically integrated modern cookstove company in Sub-Saharan Africa. The solar-powered facility now has a production capacity of 400,000 stoves per month and provides jobs for over 2,500 people, with half of the workforce being women.

BURN’s stoves, like the Jikokoa, offer significant social, financial, and environmental benefits. A study by UC Berkeley revealed that a $40 investment in a Jikokoa stove could return $1,000 in societal benefits. Over the next three years, BURN plans to expand its reach to Tanzania, Uganda, Zambia, DRC, Nigeria, and Ghana, launch five new products, and increase production capacity to 1 million stoves per month.