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