Customer Care Manager – Ibadan

About the role

The Customer Care Manager will lead and develop the call centre team in Ibadan, ensuring high‑quality service and customer satisfaction for Canal Plus Telecom’s fibre‑to‑the‑home network. Reporting to senior management, the role oversees inbound and outbound communications, coordinates with technical and sales departments, and drives performance against service targets.

Key responsibilities

• Monitor inbound and outbound call operations across all channels (phone, social media, shops) and handle customer requests and complaints.
• Draft and update call scripts and telephone pitches, define monthly rosters, and implement service strategy.
• Recruit, train and manage the sales back‑office team, handling commercial requests, technical incident support, and digital communications.
• Coordinate complex customer cases with NOC, FTTH Operations, IT and field teams, and send SMS notifications for network incidents and promotions.
• Produce weekly and monthly performance reports, monitor SLAs, and contribute to process improvements.

Required profile

• University degree with experience managing call‑centre or after‑sales teams.
• Knowledge of the Sub‑Saharan Africa telecom sector and strong entrepreneurial spirit.
• Excellent listening, communication, analytical, and problem‑solving abilities.
• Fluency in English; local languages are a plus.
• Proficiency in Microsoft Office suite and holder of a driving licence.