Do you want to do work that matters? Do you want to help improve the lives of some of the most hardworking people in Africa, while also reducing carbon emissions? Do you want to use your skills to advance Africa towards a zero-carbon future, not just to make a living? Ampersand is your answer.

About Ampersand

Ampersand is Africa’s E-mobility pioneer. Ampersand provides electric motorcycles and charging infrastructure (battery swap stations), uniquely tailored to serve half of Africa’s road fleet: Commercial motorcycle taxi and delivery drivers. Moto taxis are a primary means of public transport in African cities, and it is estimated that these drivers spend >$6Bn p.a. on gasoline in East Africa alone. Ampersand has developed an electric solution that is more powerful, fun to drive, and cost-effective than the incumbent. Ampersand drivers routinely earn over 30% more income by going electric.

The company started in Kigali, Rwanda, and expanded into Nairobi, Kenya in 2022. Today it has around 6,000 e-motorcycles on the road and 60 battery swap stations across the two countries. Ampersand is leading the market in quality, affordable tech, customer traction, and operational systems. The Ampersand team consists of 400+ staff drawn from diverse backgrounds and is working hard to see all 5 million taxi motorbikes in East Africa become electric by 2030. Ampersand is rapidly scaling its operations and is looking for innovative professionals who are passionate about clean energy and environmental impact to lead and contribute to our rapid growth.

Ampersand values innovation, creativity, and continuous improvement. It seeks people who are proactive problem solvers to drive results. Ampersand promotes leadership within the organization and is a place where you can grow your career as you work with some of the brightest and most hard-working individuals in East Africa.

Our Values

• Customer-centric Everyday: We prioritize our customers daily, tailoring solutions to exceed expectations.
• Challenge The Status Quo Through Innovation: Our dedicated teams constantly challenge the status quo, driving innovation to enhance customer experiences and deliver solutions that go beyond expectations
• Love Solving Problems Together: Internal collaboration is our approach; we thrive on solving challenges alongside our customers.
• Stay Agile: We stay agile to swiftly meet dynamic customer needs and adapt to a changing landscape.
• Driven By People and Planet: Beyond business, we're committed to people and the planet, ensuring a positive impact.

About the Role

The Call Centre Team Lead is responsible for leading and developing a team of Call Centre Officers to deliver exceptional customer experiences while achieving operational, quality, and productivity targets. The role focuses on coaching, performance management, workforce coordination, and continuous process improvement to ensure efficient and effective call center operations.

Key Responsibilities

Team Leadership & Performance

• Lead, coach, and develop a team of Call Centre Officers to achieve service and performance targets.
• Conduct regular coaching sessions, performance reviews, and implement improvement plans where required.
• Manage team schedules, attendance, and productivity while fostering a positive, accountable, and customer-focused culture.

Operations & Customer Experience

• Oversee daily call centre operations to ensure efficient service delivery and achievement of service level targets.
• Resolve escalated customer enquiries and complaints promptly and professionally.
• Monitor customer interactions to ensure compliance with quality standards, policies, and procedures.
• Coordinate onboarding and ongoing training to build capability and maintain service excellence.

Reporting & Analytics

• Develop and maintain call centre dashboards, reports, and performance metrics.
• Analyse operational and customer service data to identify trends, risks, and improvement opportunities.
• Prepare and present regular performance reports with actionable insights and recommendations.

Continuous Improvement

• Identify process inefficiencies and implement initiatives that improve productivity, service quality, and customer experience.
• Support the implementation of new systems, tools, and operational processes to enhance team effectiveness.

Compliance & Stakeholder Management

• Ensure compliance with company policies, regulatory requirements, and data protection standards.
• Collaborate with other stakeholders to resolve operational issues and improve service delivery.
• Maintain accurate operational records and provide management with timely updates on team performance and key operational priorities.

Minimum requirements:

• Bachelor's degree in Business Administration, Customer Service, Communications, Human Resource Management, or a related field.
• Minimum of 3 years' experience in a customer service or call centre environment.
• At least 2 years' experience in a supervisory or team leadership role.
• Demonstrated experience coaching teams and managing performance.
• Experience developing operational reports, dashboards, & performance metrics.
• Experience identifying and implementing process improvements.
• Experience using CRM and call centre platforms such as 3CX, Zendesk, or similar systems.
• Strong analytical and problem-solving skills, with the ability to interpret data and make sound decisions.
• Excellent communication and interpersonal skills both written and verbal to engage effectively with customers and technical teams.
• Highly organized, detail-oriented, and able to manage multiple priorities simultaneously.
• Self-driven and proactive, with a positive attitude and commitment to customer satisfaction.

Job location

This role will be based in Nairobi, Kenya Reporting to Operations Manager