Customer Service Operations Manager

About the role

The Customer Service Operations Manager will lead the call centre and sales back‑office teams for CANAL PLUS TELECOM NIG in Ibadan. Reporting to senior management, you will ensure seamless handling of customer requests, incidents and commercial enquiries across all channels while driving service quality and satisfaction.

Key responsibilities

• Oversee inbound and outbound call centre operations, monitoring performance and compliance with service standards.
• Develop and update call scripts, telephone pitches and service strategies.
• Recruit, train and schedule call centre and sales back‑office staff, defining monthly rosters.
• Handle commercial requests such as eligibility checks, relocations, router replacements, vouchers and contract management.
• Provide first‑level technical support for Wi‑Fi password changes, outage diagnosis and related issues.
• Manage digital interactions on social networks, WhatsApp and email, including moderation and response.
• Coordinate complex customer cases with NOC, FTTH operations, IT and field teams.
• Send SMS notifications for network incidents, maintenance and promotional campaigns, and monitor delivery.

Required profile

• Proven experience managing call centre or customer service teams, preferably in telecom.
• Strong organisational skills with the ability to coordinate cross‑functional teams.
• Excellent communication skills in English; ability to train staff on scripts and procedures.
• Customer‑focused mindset with a track record of improving satisfaction metrics.

Required skills

• Call centre management
• Team recruitment and training
• Customer case coordination
• Digital channel handling (social media, WhatsApp, email)
• Basic technical troubleshooting for internet services