About this role
About the Role
Watu Africa, an asset financing company focused on empowering entrepreneurs, is seeking an experienced Customer Care Manager to oversee contact centre operations, lead customer care teams, improve service delivery, and drive operational excellence across voice and digital channels.
Key Responsibilities
- • Develop customer care strategies aligned with business objectives and identify opportunities for improvement.
- • Lead, mentor, and develop customer care supervisors and agents across voice and digital channels.
- • Oversee daily contact centre operations to ensure efficiency and effective resolution of customer enquiries.
- • Improve response times, call handling efficiency, and customer satisfaction.
- • Monitor KPIs, conduct performance reviews, and implement improvement plans.
- • Analyse contact centre performance, prepare reports, and present insights to senior management.
- • Collaborate with cross-functional teams to address customer pain points across calls, chat, email, and social media.
- • Handle complex customer escalations and develop crisis management plans.
- • Drive process optimisation, operational excellence, and adoption of relevant customer experience technologies.
- • Manage departmental budgets and operational expenses.
- • Work with leadership and stakeholders to protect the company's business interests.
Requirements
- • 5–7 years of customer service experience, including supervisory or managerial responsibilities.
- • Strong understanding of contact centre operations.
- • Demonstrated leadership, team development, and performance management skills.
- • Excellent communication, interpersonal, and teamwork abilities.
- • Strong organisational skills, adaptability, and ability to meet deadlines in a fast-paced environment.
- • Sound financial management and decision-making skills.
- • Professional integrity and a clean criminal record.