Customer Care Manager - Contact Center

About the role

Watu Africa, a mission-driven asset finance company focused on financing mobility assets (motorcycles, three-wheelers, vehicles and phones) to entrepreneurs, is hiring a Customer Care Manager in Lagos, Nigeria. The role leads and develops a team of customer care supervisors and agents across voice and digital channels, oversees daily contact center operations and works closely with the Nigerian customer care team to meet its targets.

Key responsibilities

• Develop customer care strategies aligned with company goals and identify growth opportunities in the contact center
• Lead, mentor and develop supervisors and agents, keeping them motivated and aligned with company objectives
• Oversee daily operations, optimise response and call handling times and improve customer satisfaction
• Evaluate process gaps and champion systemic improvements to tools and processes
• Monitor KPIs, run regular performance reviews, give constructive feedback and implement action plans
• Generate and analyse contact center performance reports and share insights with senior management
• Work with cross-functional teams to resolve customer pain points across voice, chat, email and social media
• Escalate complex or high-priority issues, develop crisis management plans and stay ahead of customer experience trends
• Manage the department budget, plan and control activities, and advocate for the business with internal and external stakeholders

Required profile

• At least 5-7 years of proven experience in customer service, in supervisory or managerial roles, with a strong understanding of contact center operations
• Strong leadership skills, with the ability to set a clear vision, influence culture and develop talent
• Excellent communication and interpersonal skills, able to work with diverse teams
• Self-motivated, able to prioritise, meet deadlines and adapt to fast-paced environments
• Ethical, compliant professional with no criminal record