Manager, Contact Center Operations Lagos

📌 OPPORTUNITY OVERVIEW D.light Energy Limited is actively recruiting for a Manager, Contact Center Operations position in Lagos. This is an excellent opportunity for professionals in the Customer / Care sector looking to advance their careers in Nigeria's dynamic job market.

🎯 IDEAL CANDIDATE PROFILE We are seeking talented individuals with the following profile: • Experience Level: 5 years • Educational Background: Bachelor or equivalent • Industry Focus: Customer / Care • Location Preference: in Lagos

💼 WHY THIS ROLE MATTERS IN NIGERIA The Manager, Contact Center Operations position is an important role within Nigeria's Customer / Care sector, offering meaningful career development and professional growth opportunities.

📈 CAREER DEVELOPMENT INSIGHTS This role in Customer / Care offers valuable career progression opportunities aligned with your experience level and professional aspirations in Nigeria.

📋 APPLICATION GUIDANCE When applying for this Manager, Contact Center Operations position, ensure your CV highlights: • Relevant experience matching the 5 years requirement • Educational qualifications in line with Bachelor • Specific achievements in the Customer / Care field • Any certifications or specialized training • Proficiency in relevant software and tools

🌍 NIGERIA JOB MARKET CONTEXT The Customer / Care sector in Nigeria continues to show strong demand for skilled professionals. With Nigeria's growing economy and increasing foreign investment, this position represents a valuable opportunity in the current job market.

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D.light Energy Limited is a Renewable Energy company specialized in providing efficient and affordable electricity at different scale. We meet the electricity needs of household and all strata of businesses through our Pay as you go structure, improving quality of life and providing access to 24/7 electricity. We are recruiting to fill the position below:

Job Title: Manager, Contact Center Operations

Location: Lagos

Job Type: Full time Position Description 

The Manager, Contact Center Operations role is responsible for delivering exceptional customer service to d.light customers and end-users through supporting selected partners. The job holder will continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and champion a "customer-first" culture within the organization.

R&Rs 

Implement and measure KPIs to drive improvement of service delivery standards. Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same. Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness. Deliver on set contact center metrics and targets within agreed timelines and costs. Drive and implement all actions as requested by the business.

Key Performance Indicators (KPIs)

Customer satisfaction versus target (Net Promoter Score) Average cost of customer service delivery versus target Call productivity at Call Center Partner Engagement Feedback Call Centre Metrics (Inbound/Outbound/KYC/Upsell).

Bachelor's Degree in Social Sciences or a Business-related field. An additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage. Five years' working experience at the Call Centre or in the Service Industry. Experience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage. Excellent interpersonal skills with the ability to motivate for results. Excellent oral and written communication skills. Dependability and multitasking abilities.

Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance. Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures. Technical Knowledge in service supporting experience.

Coaching Written and Verbal communication (letter writing, report writing) Computer skills (MS Word, Excel, PowerPoint) Problem-solving, and decision-making Planning, and organizing with attention to detail.

Not Specified. How to Apply

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