Contact Center Manager, Western Africa West
Core
Manage Sun King's inbound customer service and outbound customer engagement across Nigeria, Togo, Cameroon, and Benin, overseeing 355 people across in-house and outsourced teams to own the end-to-end customer contact experience.
Role type
Senior regional Contact Center Manager
Builds
Customer contact experience across voice, WhatsApp, SMS, email, social media, and bots for Sun King's PAYGo and credit customers
Domain
Fintech / Consumer Lending / West Africa
Deliverable
production ML models
Required skills
Multi-country operations management, BPO vendor management, Workforce planning and budgeting, Quality assurance frameworks, Data analysis (Looker, Excel), Team leadership and coaching, Campaign management (inbound/outbound)
Preferred skills
Experience in PAYGo, fintech, telecoms, or utilities, Knowledge of conversational AI and responsible-AI guardrails, MBA
Technologies
Zendesk, Kazi Plan, Exotel, Ameyo, Looker, IVR, WhatsApp bots
Responsibilities
Manage inbound service levels and digital queues, Run escalation and ticketing models, Manage outbound engagement programs (welcome, win-back, telesales), Manage BPO partners and vendors against SLAs, Own workforce planning and regional budget, Run quality frameworks and training programs, Spearhead technology rollout (IVR, bots, AI), Lead and develop country managers and team members
Seniority
Senior, hands-on IC with people leadership
