About the Role
Watu Credit Limited is a fast-growing, tech-driven non-bank finance company dedicated to financial inclusion through accessible unsecured mobile lending across Africa. We are currently looking for a strategic and results-driven Customer Care Manager to join our dynamic team in Nigeria. In this critical leadership role, you will oversee daily contact center operations across voice and digital channels, champion process optimization, and inspire a high-performing team to deliver world-class customer service experiences.
Key Responsibilities- Lead, mentor, and develop a high-performing team of customer care supervisors and agents across voice, chat, email, and social media channels.
- Oversee daily contact center operations to ensure efficiency, optimal response times, and reduced handling durations.
- Develop and implement customer care strategies aligned with company goals and financial inclusion objectives.
- Monitor KPIs and metrics to foster a positive performance culture, conducting regular reviews and actionable improvement plans.
- Collaborate with cross-functional teams to identify customer pain points, streamline processes, and implement systemic solutions.
- Manage the departmental budget and ensure sound financial prudence regarding operational expenses and resources.
- Act as the primary escalation point for complex customer issues and develop effective crisis management protocols.
- Minimum of 5 to 7 years of proven customer service experience, with at least 3 years in a supervisory or managerial role within a contact center environment.
- Strong understanding of contact center operations, metrics, and modern customer experience trends.
- Demonstrated leadership skills with a passion for talent development, team motivation, and performance management.
- Excellent communication, interpersonal, and stakeholder management abilities.
- High energy, self-motivated, and adaptable to a fast-paced, dynamic working environment.
- Impeccable ethical standards and a compliance-driven mindset.
- Competitive salary package with performance-based incentives.
- Opportunity to shape the future of inclusive financial technology in Africa.
- Comprehensive health insurance and wellness benefits.
- Continuous professional development and leadership training programs.
- A collaborative, inclusive, and fast-paced work culture.