About the Role
Sun King is the world's leading off-grid solar energy company, providing reliable electricity to over 82 million customers across Africa and Asia. We are currently looking for a dynamic and bilingual Contact Center Manager to lead our inbound customer service and outbound engagement operations across Nigeria, Togo, Cameroon, and Benin. In this high-impact regional role, you will oversee approximately 355 personnel across in-house and outsourced BPO partners, ensuring a seamless multi-channel customer experience that supports our rapid growth in West Africa.
Key Responsibilities- Manage end-to-end customer contact operations across voice, WhatsApp, SMS, email, social media, and bots, ensuring high first-contact resolution and optimal CSAT and NPS.
- Oversee the ticketing and escalation framework across Zendesk and Kazi Plan to resolve product, payment, and installation issues promptly.
- Drive outbound engagement strategies including welcome calls, win-backs, surveys, and telesales in collaboration with PAYGo and credit teams.
- Manage outsourced BPO partners and technology vendors against strict SLAs, cost-per-contact targets, and regional budget allocations.
- Spearhead the implementation of contact center technology and AI initiatives, including IVR improvements, voice bots, and automated quality assurance.
- Lead, mentor, and develop country managers, workforce planners, and training teams while fostering a safe and engaging work culture.
- Over 10 years of progressive experience in contact center or customer service operations, with at least 7 years managing managers and large teams of 200+ agents.
- Proven multi-country operational experience, ideally managing both anglophone and francophone markets in West or Central Africa.
- Professional fluency in both English and French, with strong communication skills in both languages.
- Strong command of contact center KPIs, workforce management, quality assurance frameworks, and data tools like Looker and advanced Excel.
- Experience in PAYGo, fintech, telecoms, consumer lending, or utility sectors is a strong advantage.
- Competitive salary and performance-based incentives.
- Opportunity to work with a mission-driven global leader in renewable energy.
- Comprehensive health insurance and wellness benefits.
- Extensive professional development and career growth opportunities across international markets.