Main Responsibilities Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers. Provides statistical and performance feedback and coaching on a regular basis to each team member. Writes and administers performance reviews for skill improvement. Is available for employees who experience work problems providing appropriate coaching, counselling, direction and resolution. Ensures employees have appropriate training and other resources to perform their jobs. Responds to and resolves employee relations issues expressed by team members. Creates and maintains a high-quality work environment so team members are motivated to perform at their highest level. Addresses disciplinary and/or performance problems according to Jumia policy. Prepares warnings, communicates effectively with employees on warnings, and makes effective/appropriate decisions relative to corrective action as required. Manage the daily operation of the customer service department to include the development, analyses and implementation of staffing, training, scheduling and reward/recognition programs. Works as a member/leader of special or ongoing projects that are important to area/process improvement. Shares continual responsibility for deciding how to manage the employees, ensuring interactions are handled efficiently and effectively. Establishes work procedures and processes that support the company and departmental standards, procedures and strategic directives. Uses appropriate judgment in upward communication regarding department or employee concerns.

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