Sun King

Off-grid solar home systems provider

Contact Center Manager

Customer ExperienceUpdated on Nov 13

Full-timeLagos, NigeriaNo salary listedHybrid

About the Job

Requirements

At least 10 years of progressive experience in contact centre or customer service operations in BPO or in-house B2C environments, including at least 7 years managing managers with accountability for more than 200 agents.
Experience working across multiple sites or countries, ideally in both anglophone and francophone West or Central Africa.
Experience running inbound support and outbound programmes such as collections, retention, onboarding, or telesales, and managing outsourced partners against service-level agreements.
Professional fluency in spoken and written English and French; candidates will be assessed in both languages.
Good command of contact centre key performance indicators, workforce management including forecasting, scheduling, and real-time adherence, and quality frameworks.
Experience with budget ownership and vendor negotiation.
Data fluency using Looker or similar tools and advanced Excel or Google Sheets.
Working knowledge of telephony, interactive voice response, customer relationship management, ticketing tools such as Exotel, Ameyo, and Zendesk, and conversational artificial intelligence.
A bachelor's degree in business, management, information technology, or a related field.

Responsibilities

Manage inbound customer service and outbound customer engagement across Nigeria, Togo, Cameroon, and Benin, overseeing in-house teams and outsourced business process outsourcing partners.
Own customer experience and operational performance across inbound voice and digital queues in four markets, including service level, abandonment, handle time, first-contact resolution, customer satisfaction, and net promoter score.
Run the escalation and ticketing model end to end using Zendesk and Kazi Plan, ensuring product, payment, installation, and verification issues are resolved within agreed timelines.
Manage welcome calls, win-back, survey, and telesales programmes; set campaign targets with PAYGo and credit teams and measure effects on repayment and portfolio health.
Manage outsourced partners, telephony vendors, and messaging vendors against service-level agreements and cost per contact; validate invoices and develop a business case for the in-house versus outsourced mix in each country.
Own forecasting, capacity planning, and scheduling for queues and campaigns, including bilingual staffing, and manage the regional contact centre budget by country and line of business.
Run a regional quality framework, including AI-assisted call scoring, and partner with Training to deliver onboarding and refresher programmes in English and French.
Lead rollout of interactive voice response improvements, voice and WhatsApp bots, and intelligent routing; use Looker dashboards to identify issues and set responsible-AI guardrails for automated customer contact.
Lead, coach, and develop country managers and quality assurance, training, and workforce team members; build a succession bench in each market and support agent engagement, recognition, and workplace safety.
Partner with country management, sales, PAYGo, credit, product, and finance teams to turn customer contact drivers into product and process improvements, and report monthly to regional and global management teams.

Desired Qualifications

A master's degree or MBA is an advantage.
Experience in PAYGo, fintech, telecommunications, utilities, or consumer lending, or experience deploying bots or AI-assisted quality assurance in a live operation, is a strong plus.

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.

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.

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.

About the Company

Sun King

Off-grid solar home systems provider

Sun King designs, manufactures, distributes, and finances solar home energy products for off-grid communities in Africa and Asia. Its range includes solar lanterns and solar home systems with inverters and storage that can power lights, radios, phones, and household appliances, all financed through a pay-as-you-go model with small mobile money installments after a low upfront payment. The company differentiates itself with an end-to-end approach—handling product design, manufacturing, distribution, and financing—supported by a large field-agent network and strategic acquisitions like PayGo Energy to expand into clean cooking. Its goal is to increase energy access by helping households leapfrog kerosene and unreliable grids, aiming to reach millions of homes and businesses, including over 2 million in Ethiopia by 2030.

Company size: 1,001-5,000
Company stage: Debt Financing
Total funding: $864.9M
Headquarters: Chicago, IL
Founded: 2008

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