About this role
Location: Lagos, Nigeria About The role The Contact Center Manager, West Africa will Manage Sun King’s inbound customer service and outbound customer engagement across Nigeria, Togo, Cameroon and Benin. Overseeing around 355 people across in-house teams and outsourced (BPO) partners, you will own the end-to-end customer contact experience across voice, WhatsApp, SMS, email, social media and bots. Success means customers reach the right person (or bot) quickly, have their issue solved the first time, and stay engaged and paying, at a cost per contact that scales as the region grows. The role reports to the Global Customer Service Leader.
- Inbound service: Own customer experience and operational performance across all inbound voice and digital queues in the four markets, including service level, abandonment, handle time, first-contact resolution, CSAT and NPS.
- Escalations: Run the escalation and ticketing model end to end (Zendesk and Kazi Plan), so product, payment, installation and verification issues are resolved within agreed timelines.
- Outbound engagement: Manage welcome calls, win-back, survey and tele-sales programmes; set campaign targets with the PAYGo and credit teams and measure impact on repayment and portfolio health, not just call volume.
- BPO and vendors: Manage outsourced partners and telephony and messaging vendors against SLAs, cost per contact and invoice validation, and build a clear business case for the in-house versus outsourced mix in each country.
- Workforce planning and budget: Own forecasting, capacity planning and scheduling for all queues and campaigns, including bilingual staffing, and manage the regional contact centre budget by country and line of business.
- Quality and training: Run one quality framework across the region, including AI-assisted call scoring (Auto QA), and partner with Training to deliver onboarding and refresher programmes in English and French.
- Technology and AI: Spearhead the rollout of IVR improvements, voice and WhatsApp bots and intelligent routing, using Looker dashboards to spot issues early and setting responsible-AI guardrails for automated customer contact.
- People leadership: Lead, coach and develop country managers and QA, training and workforce team members; build a succession bench in every market and keep agents engaged, recognised and safe at work.
- Voice of the customer: Partner with country Management, sales, PAYGo, credit, product and finance to turn contact drivers into product and process fixes, and report monthly to regional and global Management teams.