Contact Center Manager, Western Africa

About the role

The company is Sun King, a fast growing fintech and energy access business. This role owns the end to end contact center experience across multiple West Africa markets, overseeing inbound, outbound and vendor management for Nigeria, Togo, Cameroon and Benin.

What you'll do

• Oversee inbound voice and digital queues across four markets, monitoring service level, handle time and CSAT/NPS.
• Lead escalations end to end using Zendesk and Kazi Plan to resolve issues within agreed timelines.
• Manage outbound campaigns including welcome calls, win-back, surveys and tele sales while tracking impact on portfolio health.
• Direct BPO and vendor relationships, ensuring SLAs, cost per contact and accurate invoicing.
• Own forecasting, capacity planning, scheduling and regional contact centre budgets by country and line of business.
• Lead quality assurance, training programs and bilingual (English and French) onboarding across the region.

What they're looking for

• 10+ years in contact centre or customer service operations with 7+ years managing managers and 200+ agents.
• Proven multi-site or multi-country experience in anglophone and francophone West or Central Africa.
• Strong track record of inbound and outbound programs and managing outsourced partners against SLAs.
• Fluency in English and French, written and spoken.
• Solid knowledge of contact centre KPIs, workforce management, budgeting and vendor negotiation.
• Data fluency with Looker or similar tools and experience with telephony, CRM and ticketing tools (Exotel, Ameyo, Zendesk).

For applicants in Nigeria

• The listing mentions Nigeria as the location, with eligibility in Nigeria, so Nigeria is supported.
• Timezone expectations are not stated beyond regional West Africa; confirm during interview.
• The listing does not specify contractor vs employee status; confirm during interview.
• Pay currency or salary range is not stated; confirm during interview.
• No visa notes are provided; confirm work authorization requirements during interview.