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Sun King
Contact Center Manager
Lagos, Nigeria · On-site · Full time · Senior level
About the role
Manage Sun King's inbound and outbound customer contact experience across Nigeria, Togo, Cameroon and Benin. Lead a team of around 355 people including in-house and outsourced partners to ensure efficient customer service and engagement.
What you’ll do
• Run escalation and ticketing model end to end. • Manage outbound engagement campaigns and measure impact. • Implement quality framework and training programs. • Own workforce planning and budget management. • Lead and develop country managers and teams.
What you’ll bring
• Experience in PAYGo, fintech, telecoms or consumer lending preferred. • Professional fluency in English and French. • Bachelor’s degree required; master’s or MBA preferred. • Proven multi-country experience in West or Central Africa. • 10+ years in contact center operations, 7+ managing large teams.
About Sun King
Sun King designs, distributes, and finances solar-powered home energy products for underserved populations globally, serving over 26 million people in 40+ countries.