Customer Care Manager

What will you do:

• Contribute to the development of customer care strategies that align with the company's overall goals. Identify opportunities for growth and improvement in the contact center
• Lead, mentor, and develop a team of customer care supervisors and agents across both voice and digital channels, ensuring they are motivated, skilled, and aligned with the company's objectives
• Oversee daily operations of the contact center, ensuring efficiency and effectiveness in handling customer inquiries and issues.
• Implement best practices to optimize response times, reduce call handling times, and improve customer satisfaction
• Evaluate gaps in processes and champion optimization by developing systemic solutions aimed at incremental improvements to our tools and processes
• Reinforce a positive performance culture through the effective monitoring of KPIs and metrics. Conduct regular performance reviews, provide constructive feedback, and implement action plans for continuous improvement
• Generate and analyze reports on contact center performance. Use data-driven insights to inform decisions, drive improvements, and report progress to senior management
• Work closely with cross-functional teams to identify and address customer pain points, ensuring a seamless and positive experience across all touchpoints, including voice, chat, email, and social media
• Act as the point of escalation for complex or high-priority customer issues. Develop and execute crisis management plans to handle unexpected situations effectively
• Keep abreast of technical developments/ trends in customer experience and steer the company's adoption where needed
• Business Operations Oversight: Working directly with the Nigerian customer care team to provide and promote excellent customer service and drive excellent execution towards set objectives and the targets in the call center and applicable customer touchpoints, to drive the following key deliverables:
• Business Results: Close oversight towards day to day operations to meet both short term and strategic objectives of the department
• Process Optimisation: Keen eye to identify opportunities for improvements and ability to develop systemic solutions aiming at incremental improvements to our tools and processes
• Operational excellence: Set the standard and clear definition of 'what good looks like' and take the lead towards achievement of operational excellence, both as a practice and culture
• Leadership and People Management:
• Leadership: Ability to set clear vision and inspire team to actualize it. This includes ability and willingness to 'roll up' sleeves and lead by example on the front line whenever needed; as well as creating a conducive, safe and objective environment for inclusivity and engagement for the team
• Management: Ability to plan, organize and control departmental activities as informed by sound decisions regardless of the prevailing circumstances or pressure points
• Financial Management: Sound managerial finance acumen and prudence towards:
• Budget: Ability to prepare, manage and control the budget for the department and champion mutual accountability for the outcomes. This responsibility includes financial acumen towards company finances invested for operational activities not limited to staff operational expenses
• Advocacy: Working closely with the leadership and management teams, to advocate for and protect the interests of Watu Africa, Nigerian business entity with both internal and external key stakeholders

What are we looking for:

• You are passionate about our mission to empower entrepreneurs
• You bring at least 5-7 years of proven experience in a customer service position, in supervisory or managerial roles and a strong understanding of contact center operations
• Self motivated with high energy and ability to prioritize, meet deadlines and flexibility to adapt to fast paced and dynamic working environments
• Demonstrated strong leadership skills, driving performance, influencing culture and love for developing talents
• Excellent communication skills and ability to build rapport, work and blend with a team of individuals from diverse backgrounds
• Excellent interpersonal skills with a team spirit to go an extra mile and assist other team members to achieve common goals
• Ethical, compliant professional with no criminal records