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Senior Manager - Customer Care
M-KOPA
Posted 4 months agoLagos, Nigeria
Location
Lagos, Nigeria
Job Type
Full-time
Experience
Senior
Category
Operations & Management
Job Description
M-KOPA is looking for a Senior Manager – Customer Care to join their Customer Care Team in Nigeria. You will architect and execute customer-centric strategies while orchestrating seamless omnichannel operations across voice and digital platforms. As the driving force behind the customer satisfaction agenda, you will lead diverse outsourced and in-house customer care teams to deliver world-class service at scale, directly impacting over 23 million lives across Africa.
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Requirements
- 5+ years in a senior management role within customer care operations
- Demonstrable success in driving performance improvement and strategic initiatives
- Substantial experience in Contact Centre or BPO environments with deep understanding of operational dynamics
- Hands-on experience managing integrated omnichannel customer service across voice and digital channels
- Demonstrated success in leading, developing, and inspiring teams in fast-paced, customer-centric environments
- Comprehensive understanding of contact centre KPIs, workforce management, and quality assurance frameworks
- Fluency in English (written and verbal)
- Experience managing BPO partner relationships
Responsibilities
- Architect and execute customer-centric strategies across voice and digital omnichannel operations
- Lead and develop outsourced and in-house customer care teams to deliver exceptional service at scale
- Conduct structured performance discussions, deliver targeted coaching, and mentor Contact Centre leadership
- Lead recruitment initiatives aligned with workforce forecasting models to ensure optimal staffing
- Own the strategic relationship with BPO partners, driving performance and service delivery excellence
- Transform operational metrics into actionable intelligence for evidence-based decision-making
- Drive performance improvement and strategic initiatives across Nigeria customer care operations
- Act as the primary escalation point for complex customer, operational, system, or process issues requiring senior-level intervention
- Provide comprehensive reporting and analysis on all critical Contact Centre metrics at aggregate and individual agent levels
Benefits
- Senior leadership role with real strategic impact at M-KOPA Nigeria
- Work at one of Africa's fastest growing companies (Financial Times 2022–2025)
- TIME100 Most Influential Companies in the World 2023 and 2024
- Career development programs, coaching partnerships, and on-the-job training
- Family-friendly policies and flexible work arrangements
How to Apply
Apply through the M-KOPA careers portal.
