Customer Operations Manager at Lebara Nigeria

Lebara Nigeria - Beyond top-tier telecommunications, we have forged strategic partnerships to offer financial services designed to empower the creative industry. Through microloans, device funding, Lebara powered internet hubs, and culture-shaping events to boost the art, culture, tourism and creative economy. we are committed to driving innovation, inclusion, and economic growth.

We are recruiting to fill the position below:

Job Title: Customer Operations Manager

Location: Lagos
Job Type: Full-time, On-site

Role Description

• This is a full-time, on-site role in Lagos responsible for the day-to-day management of Lebara's customer service operations.
• The Customer Operations Manager ensures that our front-line teams are equipped and motivated to provide efficient and high-quality support to our customers.
• You will focus on optimizing processes, managing resources, and leveraging technology to enhance operational efficiency and customer satisfaction within the call center and other support channels.

Key Responsibilities

• Team Management: Manage, coach, and develop a team of customer service supervisors and agents, setting performance goals and conducting regular reviews.
• Process Optimization: Analyze and improve customer service workflows and processes to increase efficiency and effectiveness.
• Performance Monitoring: Track key operational metrics, such as Average Handle Time (AHT), First Call Resolution (FCR), and service levels, and implement action plans for improvement.
• CRM & Tools Management: Serve as the administrator for CRM and other customer support tools, ensuring they are used effectively and meet the team's needs.
• Quality Assurance: Implement and oversee a quality assurance program to monitor and improve the quality of customer interactions.
• Reporting: Prepare and present regular operational performance reports to the Head of Customer Experience.

Qualifications & Experience

• Education: A Bachelor's Degree in Business Administration, Management, or a related field.
• Experience: 6–8 years of experience in customer service operations, with at least 3 years in a managerial or supervisory role, preferably in a call center environment.
• Skills:
  • Strong knowledge of CRM software (e.g., Salesforce, Zendesk) and call center technology.
  • Excellent leadership, team management, and coaching skills.
  • Proficiency in data analysis and operational reporting.
  • Strong problem-solving and process improvement capabilities.

Certifications (Recommended):

• Certified Call Center Manager (CCCM)
• COPC (Customer Operations Performance Center) Certification

Apply for this role:

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should send their Resume to: youbelong@lebara.ng using the Job Title as the subject of the email.