Job Listing: Engineering Manager, Support Product
Company: Wave
Type: Full-Time
Industry: Telecommunications
Category: Management
Location: Kampala, Uganda (East Africa) or Remote (UTC -1 to +3)
Application Deadline: Thursday, June 13, 2024
Base Salary: Not Disclosed
Job Summary
As the Engineering Manager for the Support Product team at Wave, you’ll lead a dedicated group of engineers to build and maintain the tools our support agents use to resolve customer issues efficiently. You’ll ensure these tools are reliable and continuously improve them to support our mission of transforming the support team into a more effective and cost-efficient unit.
Key Responsibilities
- Team Leadership: Supervise five engineers, collaborate with a Support PM, and one data analyst.
- Tool Development: Oversee the creation and maintenance of tools used by support agents.
- Process Improvement: Design and implement processes for team operations, including status updates, reflection and learning, and incident response.
- Vendor Management: Interface with software vendors to ensure technical solutions align with business needs.
- Culture Building: Foster a positive, collaborative team culture.
Ideal Candidate
- Mission-Driven: Passionate about Wave’s mission to provide fast, cheap mobile money services.
- Collaborative: Enjoys working in a team-oriented environment and values simplicity in software architecture.
- Experimental: Comfortable with testing hypotheses and adapting to feedback from support reps and leadership.
- Technical Skills: Proficient in full-stack web development and experienced in managing software engineering teams.
- People Management: Skilled in coaching, performance evaluation, and career development.
Requirements
- Timezone: Based within UTC-1 to +3 or willing to align work hours accordingly.
- Travel: Willing to travel to Africa once per year for approximately one week (Wave covers all costs).
- Language: Fluent in English.
- Experience:
- At least two years managing a software engineering team.
- Demonstrable experience in people management, meeting facilitation, and close collaboration with product managers.
Benefits
- Location: Remote work with reliable Internet access.
- Salary: Competitive, up to $166,900 USD (based on experience and location), plus a generous equity package.
- Travel: Annual one-week immersion trip to Africa (all costs covered by Wave).
- Parental Leave: 26 weeks for mothers, 4 weeks for fathers, and subsidized child care upon return.
- Health Insurance: Comprehensive coverage for you and your dependents.
- Other Perks: Airtime reimbursement and necessary work tools.
How to Apply
If you are interested and qualified, please Click Here to Apply
Job Listing: Resource Planning Manager
Type: Full-Time
Industry: Telecommunications
Category: Management
Location: Kampala, Uganda (East Africa) or Remote (UTC -1 to +3)
Application Deadline: Thursday, June 13, 2024
Base Salary: Not Disclosed
Job Summary
As the Resource Planning Manager, you will be responsible for headcount forecasting, planning, scheduling, and reporting to support country leaders in operational performance execution. You will ensure optimal resource allocation, enforce schedule adherence, and deliver regular performance reports.
Key Responsibilities
- Headcount Management: Own forecasting, planning, and scheduling for operational teams.
- Resource Allocation: Make real-time staffing decisions to balance service quality and operational efficiency.
- Performance Reporting: Deliver real-time performance reports to management.
- Tool Ownership: Oversee the rollout and onboarding of scheduling tools like Puzzel.
- Quality Control: Manage incident/bug reporting and establish playbooks for emergency responses.
- Relationship Building: Coordinate with various departments to anticipate changes in contact flow and ensure unified problem resolution.
Ideal Candidate
- Character & Integrity: Strong sense of integrity and detail-oriented.
- Proactive: Self-starter who is proactive about achieving ambitious targets.
- Analytical Skills: Strong analytical skills in Excel/Google Sheets and experience with SQL or comparable coding.
- Experience:
- 5+ years in management, especially in large multi-site contact center operations.
- Familiarity with workforce management platforms like Puzzel and telephony tools like Twilio Flex.
- Experience living and working with companies in Africa, North America, or Europe.
Requirements
- Timezone: Based within UTC-1 to +3 or willing to align work hours accordingly.
- Travel: Open to frequent travel to operating markets.
- Language: Fluent in English.
- Technical Skills: Exceptional skills in Google Suite, strong analytical skills in Excel/Google Sheets, and 2+ years of SQL or comparable coding experience.
Benefits
- Location: Remote work with reliable Internet access.
- Salary: Competitive, with performance reviews and bonuses for strong performers.
- Parental Leave: 26 weeks for mothers, 4 weeks for fathers, and subsidized child care upon return.
- Health Insurance: Comprehensive coverage for you and your dependents.
- Other Perks: Airtime reimbursement and necessary work tools.
How to Apply
If you are interested and qualified, please Click Here to Apply
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