Copia was founded in Silicon Valley in 2013. Copia started its operations in Kenya and is now serving over two million unique customers through a network of over 35,000 agents who operate as ordering and delivery points and, in return, benefit from up to a 40% increase in income through commissions.  Building on its success in Kenya, Copia has expanded into Uganda and is now looking at additional African markets for further growth.   

Copia’s purpose is “Making Living Easier – Every Day” and it is aiming to become “The #1 E-Commerce Choice for the African Mass Market”.   In this way, it is transforming an often-neglected market into empowered global consumers.   Copia aims to be the best of Amazon or Alibaba combined with a FedEx or DHL run by experts in serving the base of the pyramid.   

Copia improves the quality of life for consumers at the base of the economic pyramid by making a wide range of trusted, affordable, reliable consumer goods accessible, from rice to hammers, mattresses to iron sheets, and soap to solar lights. 

Working with Copia will give you an opportunity to:

• Have IMPACT by bringing accessibility to affordable goods and services to traditionally underserved customers and locations
• Quickly GROW your professional skillset by being part of a fast-paced, high growth and innovative organization.     
• THRIVE in a fun and entrepreneurial culture that values input and action from all.

Reporting to the Sales director and working closely and collaboratively with the sales operations team to ensure quality engagement with our agents and customers through outbound calls, quality field execution activities and high end reporting. You will also oversee the Telesales managers and through them deliver the set Revenue targets among other KPIs.

• Responsible for relationship management, performance and accurate implementation of strategic initiatives with the field sales team to drive set business objectives.

• Clearly define team and individual goals and objectives; communicate frequently, providing timely and constructive feedback to ensure high engagement within the operations team.

• Managing a team of Telesales managers including performance monitoring

• Create the appropriate business rhythm for the Telesales team including development of systems and processes matched with present day Telesales best practices

• Work with the L&D team to develop training curriculum, tactics and techniques to enhance sales productivity, ROI, as well as product and technical expertise of the team.

• Maximize team performance through training, coaching and motivation, and incentive programs.

• Ensure proper cascade of information from other departments to the direct reports; promotions, incentives, programmes etc.

• Effectively deliver operational targets including sales and conversion rates, as well as other targets.

• Responsible for allocating work-time to team according to the workload (frequency of calls).

• Oversee the recruitment of required and qualified personnel to fill job openings for Telesales team ,QA and Support Team.

• Maintain and enhance Telesales ,QA and Support Team operations by supervising system performance, identifying and providing solutions to problems.

• Help manage working equipment by ensuring repairs and replacements as at when due to support efficiency within telesales function.

Qualifications

• Degree in business administration and other related fields.

• Over 5 years telesales /call center senior management experience 

• Professional qualifications in Telesales / call center management (added advantage)

• Strong analytical and operational skills

• Fast learner, self-motivated, results oriented and resourceful

• Both a proactive team player and independent worker, with proven track record of working on cross-functional teams

• Ability to analyze, interpret and report results, trends and outcomes

• Flexibility, ability to innovate and to manage responsibilities and priorities in a fast paced, growth-oriented environment.

• Outstanding communication and interpersonal skills

• Great leadership traits

• Good problem solving skills.

• The ability to deal with demanding and challenging conversations

• Strategic and ability to implement and manage change.

• Managing and motivating high performing operational teams.

• High attention to details.

You are also:

• Customer-centric – You put the customer first in everything you do. You are obsessed with fostering a positive customer experience.
• Prompt and decisive - You have a sense of urgency. You act promptly and with intention to make things happen efficiently and effectively. You do what needs to be done immediately, without being asked and in the most thorough way possible to achieve results.
• A team player – You proactively contribute to the team with the aim of adding value. You make positive contributions to team discussions that help the team move forward in achieving their goal
• Result oriented - You deliver results boldly. You recognize what results are important and you take the necessary steps to achieve them.
• Positive and fun – You learn from everything you do. You also give and take constructive feedback.