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Customer Care Manager
About this role
Customer Care Manager at Watu Credit Limited in Lagos. Responsible for developing and overseeing customer care strategy, leading a team across voice and digital channels, and ensuring efficient, high-quality customer service aligned with company goals.
What you would do
- Develop customer care strategies aligned with company goals.
- Lead, mentor and develop a team of customer care supervisors and agents.
- Oversee daily contact centre operations for efficiency and issue resolution.
- Implement best practices to optimise response times and satisfaction.
- Analyse processes to identify and implement systemic improvements.
- Monitor KPIs, conduct performance reviews, and drive continuous improvement.
What they are asking for
- 5–7 years of proven experience in customer service, in supervisory or managerial roles.
- Strong understanding of contact centre operations.
- Self-motivated with the ability to prioritise and meet deadlines in a fast-paced environment.
- Strong leadership and talent development skills.
- Excellent communication and interpersonal skills; able to work with diverse teams.
- Ethical, compliant with no criminal records.
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