Customer Experience Manager - Inbound

BURN MANUFACTURING • Full-time • Kiambu, Ruiru • 1m ago

About the role:
Burn is looking for a highly analytical and detail-oriented CX Inbound Manager to oversee performance reporting within our inbound call center in the manufacturing sector.

The primary focus of this role is to analyze inbound call center performance reports and CX data, including abandoned calls, dropped calls and service-level gaps, identify root causes and translate insights into actionable strategies that improve operational efficiency, customer experience and productivity.

The ideal candidate must be comfortable working with large datasets, interpreting trends and driving performance improvement through data-driven decision-making.

Duties and Responsibilities:
1. Performance Monitoring & Reporting

Analyze inbound call center performance using CX reporting and analytics tools.
Monitor and interpret KPIs including:
- Service Level
- Average Handling Time (AHT)
- First Contact Resolution (FCR)
- Agent productivity
- Call Abandonment Rate
- Dropped Call Rate
- Call Spike Management
- Escalation & Repeat Call Rate
- CSAT
Conduct root-cause analysis on abandoned and dropped calls to identify operational, technical or staffing gaps.
Develop and present daily, weekly and monthly dashboards to leadership.

2. Abandon & Dropped Call Analysis

Investigate reasons for abandoned calls (e.g., long wait times, peak-hour congestion, insufficient staffing).
Analyze dropped call patterns and determine whether causes are system-related, network-related, or process-related.
Recommend corrective actions to reduce call losses and improve accessibility.
Monitor trends and measure improvement impact over time.

3. Insights & Performance Improvement

Identify performance trends, bottlenecks and inefficiencies through structured data analysis.
Provide actionable recommendations to improve service levels and operational efficiency.
Support workforce planning decisions using historical data and demand forecasting.
Optimize scheduling and resource allocation based on volume trends and shrinkage analysis.

4. Process Optimization

Use reporting insights to refine call routing, escalation workflows and complaint management processes.
Collaborate with Sales, production, supply chain and logistics teams to address recurring customer issues highlighted by call data.
Drive continuous improvement initiatives based on measurable data outcomes.

5. Team Support & Data-Driven Coaching

Provide Team Leaders with performance insights for targeted coaching.
Identify training needs based on trends in AHT, repeat calls, escalations and quality scores.
Support performance improvement plans using objective data.

6. Quality & Compliance Oversight

Analyze QA scores and identify recurring quality gaps.
Detect anomalies or performance deviations using trend analysis.
Work closely with QA teams to implement improvement initiatives.

7. Strategic Decision Support

Provide leadership with detailed performance insights to support operational strategy.
Assist in call volume forecasting and headcount planning.
Ensure reporting accuracy, consistency and standardization across the function.

BURN Ambassador

Always maintain integrity and be a positive ambassador for BURN
Strive for continuous improvement for our services that we offer our customers.
Maintain an open and receptive attitude when receiving feedback and suggestions.

Skills and Experience:

Bachelor’s degree in Business, Operations Management, Data Analytics, or related field.
3–5 years’ experience in a call center reporting, analytics, or performance management role (manufacturing/logistics experience preferred).
Strong knowledge of CX reporting and analytics tools.
Proven ability to conduct root-cause analysis and translate data into actionable solutions.
Advanced Excel skills; experience with Power BI or similar visualization tools is an advantage.
Strong analytical thinking, attention to detail and problem-solving capability.
Ability to present insights clearly to senior stakeholders.

Qualified Female Candidates encouraged to Apply

BURN does not charge a fee at any stage of the recruitment process (application, interview, meeting, processing, training, or any other fees).