Contact Center Manager, Western Africa at Sun King – Lagos

Sun King is seeking a Contact Center Manager, Western Africa, based in Lagos to oversee inbound customer care and outbound engagement across Nigeria, Togo, Cameroon and Benin. Reporting to the Global Customer Service Leader, the manager will oversee approximately 355 staff across in-house teams and business process outsourcing partners.

Responsibilities

• Own customer experience across telephone, WhatsApp, SMS, email, social media and automated channels, monitoring service levels, resolutions, CSAT and NPS.
• Lead ticketing, escalations and service recovery for product, payment, installation and verification issues through Zendesk and Kazi Plan.
• Manage welcome, retention, collections, survey and telesales programmes and evaluate their impact on repayment and portfolio performance.
• Oversee outsourced contact-centre partners, messaging vendors, service agreements, invoice checks and cost-per-contact efficiency.
• Lead forecasting, multilingual workforce scheduling and regional budgets across countries and business units.
• Deliver common quality standards, AI-assisted quality assessment, staff onboarding and training in English and French.
• Lead IVR, WhatsApp and voice bot improvements, intelligent routing and dashboard reporting with responsible-AI controls.
• Coach country managers and quality, training and workforce teams while turning customer feedback into product and process improvements.

Requirements

• At least ten years of progressive contact centre or B2C customer-service operations experience.
• At least seven years managing managers with accountability for more than 200 agents.
• Proven multi-site or cross-country operations, outbound and inbound programmes and outsourced-partner management.
• Professional spoken and written fluency in both English and French.
• Strong workforce management, contact-centre KPI, budget and vendor-negotiation expertise.
• Fluency with analytical tools such as Looker and Excel, and knowledge of IVR, CRM, ticketing and conversational AI.
• Bachelor’s degree in Business, Management, IT or a related discipline; a master’s or MBA is an advantage.
• Experience in PAYGo, fintech, telecoms, utilities, lending or deployment of AI-assisted QA is beneficial.