Contact Center Manager, Western Africa West

Location: Lagos, Nigeria

About The role
The Contact Center Manager, West Africa will Manage Sun King’s inbound customer service and outbound customer engagement across Nigeria, Togo, Cameroon and Benin. Overseeing around 355 people across in-house teams and outsourced (BPO) partners, you will own the end-to-end customer contact experience across voice, WhatsApp, SMS, email, social media and bots. Success means customers reach the right person (or bot) quickly, have their issue solved the first time, and stay engaged and paying, at a cost per contact that scales as the region grows. The role reports to the Global Customer Service Leader.

What you would be expected to do

- Inbound service: Own customer experience and operational performance across all inbound voice and digital queues in the four markets, including service level, abandonment, handle time, first-contact resolution, CSAT and NPS.
- Escalations: Run the escalation and ticketing model end to end (Zendesk and Kazi Plan), so product, payment, installation and verification issues are resolved within agreed timelines.
- Outbound engagement: Manage welcome calls, win-back, survey and tele-sales programmes; set campaign targets with the PAYGo and credit teams and measure impact on repayment and portfolio health, not just call volume.
- BPO and vendors: Manage outsourced partners and telephony and messaging vendors against SLAs, cost per contact and invoice validation, and build a clear business case for the in-house versus outsourced mix in each country.
- Workforce planning and budget: Own forecasting, capacity planning and scheduling for all queues and campaigns, including bilingual staffing, and manage the regional contact centre budget by country and line of business.
- Quality and training: Run one quality framework across the region, including AI-assisted call scoring (Auto QA), and partner with Training to deliver onboarding and refresher programmes in English and French.
- Technology and AI: Spearhead the rollout of IVR improvements, voice and WhatsApp bots and intelligent routing, using Looker dashboards to spot issues early and setting responsible-AI guardrails for automated customer contact.
- People leadership: Lead, coach and develop country managers and QA, training and workforce team members; build a succession bench in every market and keep agents engaged, recognised and safe at work.
- Voice of the customer: Partner with country Management, sales, PAYGo, credit, product and finance to turn contact drivers into product and process fixes, and report monthly to regional and global Management teams.

You might be a strong candidate if you

- 10+ years of progressive experience in contact centre or customer service operations (BPO or in-house B2C), including 7+ years managing managers with accountability for 200+ agents.
- Proven multi-site or multi-country experience, ideally across both anglophone and francophone West or Central Africa.
- A track record of running both inbound support and outbound programmes (collections, retention, onboarding or telesales), and of managing outsourced partners against SLAs.
- Professional fluency in English and French, spoken and written . Candidates will be assessed in both languages.
- Good command of contact centre KPIs, workforce management (forecasting, scheduling, real-time adherence) and quality frameworks, plus budget ownership and vendor negotiation experience.
- Data fluency (Looker or similar, advanced Excel or Google Sheets) and working knowledge of telephony, IVR, CRM and ticketing tools (such as Exotel, Ameyo and Zendesk) and conversational AI.
- A bachelor’s degree in business, management, IT or a related field; a master’s degree or MBA is an advantage.
- Experience in PAYGo, fintech, telecoms, utilities or consumer lending, or deploying bots or AI-assisted QA in a live operation, is a strong plus.

What Sun King Offers

- Professional growth in a dynamic, rapidly expanding, high-social-impact industry
- An open-minded, collaborative culture made up of enthusiastic colleagues who are driven by the challenge of innovation towards profound impact on people and the planet.
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better leader, manager, and professional through the Sun Center for Leadership.