Customer Engagement Manager
Core
Oversee call center and field teams in Ethiopia, maintaining performance across customer engagement and service functions.
Role type
Senior Customer Engagement Manager (Operations)
Builds
Customer engagement and service operations for Credit & Finance and Welcome teams
Domain
Financial Services / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Call center operations management, team leadership, performance metrics analysis, KPI tracking, SLA monitoring, staff coaching and mentorship, disciplinary management, workforce capacity planning, stakeholder engagement, data interpretation
Preferred skills
Experience with remote/hybrid team management, culturally diverse team leadership, staff engagement practices
Technologies
N/A
Responsibilities
Establish operating models, targets, and performance metrics for customer engagement teams; Conduct regular briefings to communicate priorities and expectations; Monitor and track performance and SLAs for Credit & Finance and Welcome teams; Provide ongoing coaching and mentorship to team members; Manage staff disciplinary matters and document absences; Maintain control of shrinkage within defined limits; Ensure smooth workflow across remote and hybrid teams; Evaluate and optimize workforce capacity; Guide and develop team managers through training programs; Monitor peak-period performance and call center metrics.
Seniority
Senior, hands-on IC with team management focus
