• Application Deadline:
• Position: Customer Operations Manager



• Job Type Full Time



• Qualification BA/BSc/HND



• Experience 6 - 8 years



• Location Lagos




• Job Field Customer Care 
  
  

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