About this role
Customer Care Manager
Watu Credit Limited is a dynamic and fast-growing non-bank finance company. Watu Credit Limited harnesses technology to offer unsecured lending, primarily via mobile services. We aim to become the leading African provider of a broad set of inclusive financial products, delivered through technology in a fast, efficient, and professional manner.
Customer Care Manager
- Job Type Full Time
- Qualification BA/BSc/HND
- Experience 5 - 7 years
- Location Lagos
- Job Field Customer Care, Success and Service
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 mutu