Customer Care Manager
AI job insight
Watu Credit Limited is hiring a Customer Care Manager in Lagos to lead its contact center operations. The role involves developing customer care strategies, managing supervisors and agents, optimizing processes and driving customer satisfaction across voice and digital channels.
- Lead contact center team across voice and digital channels
- Requires BA/BSc/HND and 5-7 years experience
- Based in Lagos; full time role
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Watu Credit Limited is hiring a Customer Care Manager in Lagos to lead its contact center operations. The role involves developing customer care strategies, managing supervisors and agents, optimizing processes and driving customer satisfaction across voice and digital channels.
- Lead contact center team across voice and digital channels
- Requires BA/BSc/HND and 5-7 years experience
- Based in Lagos; full time role
AI job guide
Use this guide to check salary signals, requirements, documents, application steps and safety before you apply.
AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- Required5+ years of relevant experienceThe job post includes a minimum experience signal.
- PreferredPractical evidence in call_center, internship, financeThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in NigerThe vacancy is associated with this location.
- UnclearComfort with the Full Time contract termsConfirm hours, duration, probation and benefits at the original source.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Customer Care Manager evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Watu Credit Limited and the role in Niger.
- Add concrete examples related to call_center, internship, finance, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Others; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Others
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
Never pay for interviews, shortlisting, medical checks, uniforms, or job placement. Confirm every application at the original source before sharing personal documents. Report suspicious listing.
Interview preparation
- What experience makes you a strong fit for this Customer Care Manager role in call_center, internship?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Niger under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Watu Credit Limited before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
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
Qualifications
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 mutual accountability for the outcomes. This responsibility includes financial acumen towards company finances invested for operational activities not limited to staff operational expenses
Advocacy: Working closely with the leadership and management teams, to advocate for and protect the interests of Watu Africa, Nigerian business entity with both internal and external key stakeholders
What are we looking for:
You are passionate about our mission to empower entrepreneurs
You bring at least 5-7 years of proven experience in a customer service position, in supervisory or managerial roles and a strong understanding of contact center operations
Self motivated with high energy and ability to prioritize, meet deadlines and flexibility to adapt to fast paced and dynamic working environments
Demonstrated strong leadership skills, driving performance, influencing culture and love for developing talents
Excellent communication skills and ability to build rapport, work and blend with a team of individuals from diverse backgrounds
Excellent interpersonal skills with a team spirit to go an extra mile and assist other team members to achieve common goals
Ethical, compliant professional with no criminal records
Check how your CV matches this job
Method of Application
- Interested and qualified? Go to
- Watu Credit Limited on watu.applytojob.com
- to apply
- Build your CV for free.
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