Contact Center Team Manager
Sun King
Kenya
Posted on Sep 10, 2025
Location: Nairobi, Kenya
The Role
The Contact Center Team Manager will manage, coach and motivate customer service executives as they engage with our customers through the different voice and non voice platforms within the business. The Contact Center Team Manager will Mentor contact center employees and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be responsible for driving performance of the team in line with the assigned KPIs ensuring that they understand and meet/exceed expectations through continuous engagements. You should be analytical, accommodating, and prepared to assist call center agents.
The Role
The Contact Center Team Manager will manage, coach and motivate customer service executives as they engage with our customers through the different voice and non voice platforms within the business. The Contact Center Team Manager will Mentor contact center employees and assist in the coaching and mentoring process, ensuring that every agent is well prepared to provide quality customer experience. They will be responsible for driving performance of the team in line with the assigned KPIs ensuring that they understand and meet/exceed expectations through continuous engagements. You should be analytical, accommodating, and prepared to assist call center agents.
- Application Deadline
- September 17, 2025
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Kenya
- Workplace type
- Hybrid
- Reporting To
- Country Contact Center Manager
What you would be expected to do
- Regularly monitor performance metrics results and ensure adequate performance evaluation procedures, highlighting concerns that impact team performance.
- Team managers should be well aware of the company policy and ensure its implementation and compliance. Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques
- Real-time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor support on customer queries.
- Conduct pre-shift team meetings daily setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
- Motivate and coach the team while ensuring optimum performance.
- Keeping up to date with business development and new product lines
- Manage day-to-day line activities, prioritize and make risk/impact assessments within existing processes and procedures towards achieving SLAs
- Ensure training and development plans and schedules are maintained for all team members
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
- Head and inspire a team of customer service agents to deliver excellent levels of individual/team performance and customer satisfaction
- Keep up to date with any industry changes affecting the business and relay this knowledge back to the team
- Ensure daily, weekly, and monthly reporting on service campaign performance against stipulated metrics.
- Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater to customer satisfaction
- Efficiency in case management in line with customer escalations resolution within the defined SLAs. Continuous documentation of recommendations and drive implementation to guarantee improved performance.
- Manage and handle escalated issues related to emerging issues disrupting service delivery on the floor, and major system outages for follow-through and feedback to key stakeholders.
- Work with the management team to identify and deliver positive change and business efficiencies and highlight operational risks and areas for improvement
You might be a strong candidate if you
- Bachelor's Degree/diploma
- 1 year experience managing call center teams (external 2 years)
- Background in managing front-line and/or tier 2 support team accountable for FCR on complex customer issues
- Proficiency with technology, especially computers, software applications and phone systems
- Good analytical and data interpretation skills.
- Exceptional verbal and written communication skills
- Strong comprehension of company products, policies and services
- Ability to coach, train and motivate employees and evaluate their performance
- Excellent Problem solving, steering, and customer service skills
- Team management/ supervisory skills experience
- Creative thinker who possesses coaching and communication skills
- Workforce management skills (added advantage)
- Ability to deal with demanding customers and escalations
- Managed customer escalations which ultimately resulted in a favorable customer satisfaction rating
What We Offer
- A platform for professional growth in a rapidly expanding, high-impact sector.
- Immerse in a collaborative culture, energized by employees of Sun King who are collectively motivated by fostering a transformative, sustainable venture.
- A genuinely global environment: Engage and learn alongside a diverse group from varied geographies and backgrounds.
- Tailored learning pathways through the Sun King Center for Leadership to elevate your leadership and managerial capabilities.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and understanding comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining an inclusive workplace requires conscious effort and is a continuous journey, not an end-state.
Sun King recruits, employs, trains, compensates and promotes people based on their experience, skills, effort, and results. We explicitly prohibit discrimination on the basis of race, religion, caste, national origin, color, gender, marital status, family structure, sexual orientation, HIV/AIDS status, or disability.
About Sun King
Sun King is the world’s leading off-grid solar energy company, combining cutting-edge product design, fintech, and field operations to deliver energy access for the 1.8 billion people who live without an affordable and reliable electric-grid connection. Sun King has connected more than 20 million homes to solar power across Africa and Asia, adding over 200,000 homes each month.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.11 a day via mobile money or cash.
Instead of paying for expensive, polluting, and health-damaging kerosene for lighting or diesel for power, customers unlock savings through accessing solar power and after one to two years of payments, customers own their solar equipment outright. To date, our Sun King solar products have saved customers more than $4 billion cumulatively.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
Sun King collects payments digitally through mobile money systems and its 28,000 field agents — over 650,000 payments each day. Embedded electronics inside each Sun King device regulate usage based on payments, similar to the operation of a pre-paid mobile or electricity meter.
From cost-effective solar systems that provide home lighting and phone charging to robust solar inverters that can power high-energy appliances such as laptops, computers, refrigerators, and more, effectively acting as a full stand-in for grid power, Sun King’s products cater to a wide range of income segments and energy needs. Leveraging its proven distribution network and brand, Sun King is expanding its range of products and services to encompass clean cooking, electric mobility, entertainment, and more, aiming to address the needs of our underserved customers.
Sun King employs 2,800 full-time staff in 12 countries, with specialties spanning product design, data science, logistics, customer service, sales, software, operations, and more — all with a passion to serve off-grid families.
Sun King is committed to gender diversity in the workplace. Women represent 44% of Sun King’s workforce.
