Contact Center Manager, Western Africa West

About the role

Sun King is hiring a Contact Center Manager for Western Africa (Nigeria, Togo, Cameroon and Benin) to manage its inbound customer service and outbound customer engagement. The role oversees around 355 people across in-house teams and outsourced BPO partners and owns the end-to-end customer contact experience across voice, WhatsApp, SMS, email, social media and bots. It reports to the Global Customer Service Leader and is based in Lagos, Nigeria, on a hybrid basis.

Key responsibilities

• Inbound service: own customer experience and operational performance across voice and digital queues, 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.
• BPO and vendors: manage outsourced partners and telephony and messaging vendors against SLAs, cost per contact and invoice validation, and build a business case for the in-house versus outsourced mix in each country.
• Workforce planning and budget: forecast, plan capacity and schedule 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 deliver onboarding and refresher programmes in English and French with Training.
• Technology and AI: lead IVR improvements, voice and WhatsApp bots and intelligent routing, use Looker dashboards to spot issues early and set responsible-AI guardrails.
• People leadership: lead, coach and develop country managers, QA, training and workforce team members, build a succession bench in each market and keep agents engaged, recognised and safe.
• 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.

Required profile

• 10+ years of progressive experience in contact centre or customer service operations (BPO or in-house B2C), including 7+ years managing managers accountable for 200+ agents.
• Proven multi-site or multi-country experience, ideally across anglophone and francophone West or Central Africa.
• Track record of running inbound support and outbound programmes (collections, retention, onboarding or telesales) and managing outsourced partners against SLAs.
• Professional fluency in English and French, spoken and written; candidates are assessed in both languages.
• 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.

Required skills

• Contact centre KPIs, workforce management (forecasting, scheduling, real-time adherence) and quality frameworks, plus budget ownership and vendor negotiation.
• Data fluency (Looker or similar, advanced Excel or Google Sheets).
• Working knowledge of telephony, IVR, CRM and ticketing tools such as Exotel, Ameyo and Zendesk, and conversational AI.

What we offer

• Professional growth in a rapidly expanding, high-social-impact industry.
• A multicultural environment with colleagues from different geographies and backgrounds.
• Structured, tailored learning and development through the Sun Center for Leadership.