Contact Center Manager, Western Africa West

Location: Hybrid, Lagos, Nigeria; regional scope across Nigeria, Togo, Cameroon, and Benin

Company

hirify.global operates in a rapidly expanding, high-social-impact industry focused on innovation and impact on people and the planet.

What you will do

• Own inbound customer experience and operational performance across voice and digital queues, including service levels, abandonment, handle time, first-contact resolution, CSAT, and NPS.
• Run the end-to-end escalation and ticketing model for product, payment, installation, and verification issues using Zendesk and Kazi Plan.
• Manage outbound welcome, win-back, survey, tele-sales, retention, and collections programs with PAYGo and credit teams.
• Manage BPO partners, telephony and messaging vendors, SLAs, cost per contact, invoice validation, and the in-house versus outsourced operating model.
• Own forecasting, capacity planning, scheduling, bilingual staffing, regional budgets, quality frameworks, onboarding, and refresher training.
• Lead the rollout of IVR improvements, voice and WhatsApp bots, intelligent routing, AI-assisted call scoring, Looker reporting, and responsible-AI guardrails while developing country managers and QA, training, and workforce teams.

Requirements

• 10+ years of progressive contact centre or customer service operations experience in BPO or in-house B2C, including 7+ years managing managers with accountability for 200+ agents.
• Multi-site or multi-country experience, ideally across both anglophone and francophone West or Central Africa.
• Experience running inbound support and outbound programs such as collections, retention, onboarding, or telesales, and managing outsourced partners against SLAs.
• Professional fluency in English and French, spoken and written; assessment will be conducted in both languages.
• Strong knowledge of contact centre KPIs, workforce management including forecasting, scheduling, and real-time adherence, quality frameworks, budget ownership, and vendor negotiation.
• Data fluency with Looker or similar tools and advanced Excel or Google Sheets skills.
• Working knowledge of telephony, IVR, CRM, ticketing tools such as Exotel, Ameyo, and Zendesk, and conversational AI.
• Bachelor’s degree in business, management, IT, or a related field.

Nice to have

• Master’s degree or MBA.
• Experience in PAYGo, fintech, telecoms, utilities, or consumer lending.
• Experience deploying bots or AI-assisted QA in a live operation.

Culture & Benefits

• Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
• Open-minded and collaborative culture focused on innovation and impact.
• Multicultural environment with colleagues from different geographies, nationalities, and backgrounds.
• Structured, tailored learning and development through the Sun Center for Leadership.