Read from the listing itself, not guessed. “Remote” does not always mean any country, so confirm with the recruiter.
About the role
The company delivers solar lighting and payment solutions across multiple West Africa markets. This role owns the end to end contact center experience for Nigeria and four other countries, including managing in house teams and BPO partners to serve customers across voice, messaging and social channels.
What you'll do
Oversee inbound voice and digital queues, service level metrics, first contact resolution, CSAT and NPS across four markets.
Manage escalation and ticketing workflows end to end using Zendesk and Kazi Plan.
Lead outbound programmes such as welcome calls, win-back, surveys and tele sales with cross functional targets.
Govern outsourced partners and vendors against SLAs, cost per contact and invoicing, optimizing in-house vs outsourced mix.
Own forecasting, capacity planning, scheduling and regional budget management by country and line of business.
Develop and enforce a unified quality framework, including AI assisted scoring and bilingual training in English and French.
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.
Experience running both inbound support and outbound programmes, with outsourced partner management against SLAs.
Fluency in English and French, spoken and written.
Strong knowledge of KPIs, workforce management, budgeting, vendor negotiation and Looker or similar data tools.
Experience with telephony, IVR, CRM and ticketing tools (Exotel, Ameyo, Zendesk) and AI assisted QA is a plus.
For applicants in Nigeria
The listing indicates Nigeria as a location, but does not specify visa or work authorization details beyond eligibility in Nigeria; confirm during interview.
The listing does not state a timezone requirement; confirm expectations before interviewing.
Pay currency or salary range is not provided in the listing; confirm during interview.
Summarized by RemoteWork from the original listing. Always confirm details on the employer’s page.
Ready to apply?
Your application goes straight to Sun King, on their own hiring page.
