Senior Manager - Customer Care at M-KOPA

Role Overview

• As the Senior Manager - Customer Care, you'll architect and execute customer-centric strategies while orchestrating seamless omnichannel operations across voice and digital platforms. You'll be the driving force behind our customer satisfaction agenda, leading diverse outsourced and in-house customer care teams, to deliver world-class service at scale.
• This is a hybrid role, you would be working from our office in Nigeria, partnering with a diverse group of employees from our different markets and locations across the UK, Europe and Africa. You will be reporting to the Head of Operations.

What You'll Do

Strategic Leadership & Execution

• Champion Customer Strategy Implementation: Translate group-wide customer strategies into actionable tactical plans, coordinating cross-functional delivery and tracking measurable outcomes against strategic objectives.
• Drive Operational Excellence: Oversee end-to-end contact center operations, ensuring seamless service delivery across multiple customer-facing teams and maintaining operational efficiency at scale.

Omnichannel Operations Management

• Optimize Multi-Channel Performance: Lead comprehensive channel management across voice (inbound/outbound) and digital platforms (online chat, WhatsApp, Facebook, and emerging channels), consistently achieving and exceeding Service Level Agreements
• Innovate Customer Interactions: Continuously evaluate and enhance channel strategies to meet evolving customer preferences and business needs.

Continuous Improvement & Innovation

• Engineer Process Excellence: Conduct systematic reviews of customer care workflows, identifying bottlenecks and implementing data-driven improvements that deliver incremental efficiencies and enhanced customer outcomes.
• Leverage Analytics for Insight: Transform operational metrics into actionable intelligence, driving evidence-based decision-making across the organization.

People Development & Performance

• Build High-Performing Teams: Conduct structured performance discussions, deliver targeted coaching, and provide mentorship to Contact Center leadership, enabling them to achieve ambitious individual objectives and key results.
• Strategic Talent Acquisition: Lead recruitment initiatives aligned with workforce forecasting models, ensuring optimal staffing levels and capability mix to support business growth.

Stakeholder Management & Problem Resolution

• Serve as Escalation Point: Act as the primary resolver for complex customer, operational, system, or process issues requiring senior-level intervention and cross-functional coordination.
• Manage BPO Partnership: Own the strategic relationship with outsourced BPO partners, driving performance, service delivery excellence, and continuous improvement initiatives.

Financial & Resource Stewardship

• Optimize Cost Efficiency: Manage contact center operations within budgetary parameters while maintaining service quality standards and identifying cost-optimization opportunities.

Reporting & Business Intelligence

• Deliver Performance Transparency: Provide comprehensive reporting and analysis on all critical Contact Center metrics, offering granular insights at both aggregate and individual agent levels to inform strategic decisions.

What You'll Need

• Proven Leadership Track Record: 5+ years in a senior management role within customer care operations, with demonstrable success in driving performance improvement and strategic initiatives
• Contact Center Expertise: Substantial experience in Contact Center or BPO environments, with deep understanding of operational dynamics, performance metrics, and industry best practices
• Omnichannel Mastery: Hands-on experience managing integrated customer service across multiple interaction channels, both voice and digital
• People Leadership: Demonstrated success in leading, developing, and inspiring teams to achieve exceptional results in fast-paced, customer-centric environments
• Operational Fluency: Comprehensive understanding of contact center operations, KPIs, workforce management, and quality assurance frameworks
• Language Proficiency: Fluency in English (written and verbal).