Team Manager - Call Center Operations

Careers at
Team Manager - Call Center Operations
Location: Lagos, Nigeria
About The Role
The Team Manager - Call Center Operations is a dedicated, team member who can coach and motivate call center representatives. You will assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.
Department EasyBuy Program Management Employment Type Permanent - Full Time Location Nigeria Workplace type Hybrid Compensation ₦0 / month
What You Would Be Expected To Do

• Work closely with the team, motivating and coaching them
• Hosting 1-2-1’s and team meetings.
• Keeping up to date with business development and new product lines.
• Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
• Ensure training and development plans are maintained for all team members.
• Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
• Manage the fair and consistent application of performance management and disciplinary measures as necessary.
• Manage and inspire a team of customer service agents to deliver excellent levels of team performance and customer satisfaction.
• Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
• Work with the management team to identify and deliver positive change and business efficiencies.
• Deliver the allocated part of the operation within budgets, service levels and business targets.
• Escalate any appropriate problems to senior management.
• Highlight operational risks and areas for improvement.
  

You Might Be a Strong Candidate If You

• Have prior experience managing a team is an added advantage but not a must.
• Have good coaching and communication skills.
• Have minimum of 2 years’ experience within a contact center environment.
• Have Strong coaching and people-development skills through call listening, quality feedback, etc.
• Are able to deal with demanding customers and escalations
• Are a creative thinker.
• Have managed customer escalations which ultimately resulted in favorable customer satisfaction rating.
  

What we offer (in addition to compensation and statutory benefits):

• A platform for professional growth in a rapidly expanding, high-impact sector.
• Immerse in a collaborative culture, energized by Sun King's employees who are collectively motivated by fostering a transformative, sustainable venture.
• A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
• Tailored learning pathways through the Sun King Academy to elevate your leadership and managerial capabilities.
  

About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection.
Sun King has built a new kind of energy utility: distributed, green, customer-centric, and affordable. We bring clean, reliable, decentralized energy directly into people’s lives — from solar kits that provide first-time energy access to multi-kilowatt systems that serve both off-grid users and grid-connected customers powering larger homes, schools, hospitals, farms, offices, and light manufacturing.
Already, 25 million homes and businesses rely on Sun King for electricity supply and the appliances and services it enables: lighting, televisions, fans, refrigeration, and smartphones.
Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright.
Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.
Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.
Sun King employs 3,500 full-time staff in 14 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families. Sun King is committed to gender diversity in the workplace. Women represent 42% of Sun King’s workforce.
Apply Now
Apply Now
Department EasyBuy Program Management Employment Type Permanent - Full Time Location Nigeria Workplace type Hybrid Compensation ₦0 / month
View all opportunities at Sun King
Apply Now
<