Contact Center Team Manager
Sun King
Malawi
Posted on Sep 14, 2025
Job location: Lilongwe, Malawi
The team you would join:
The Contact Center Team serves as the first point of contact for Sun King’s customers. The team assists both prospective and existing customers with product, service, payment, and overall customer relationship related inquiries and forms part of Sun King’s global Customer Care and Call Center teams. The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer related inquiries.
About the role:
We are searching for a dedicated Contact Center Team Manager who can coach and motivate call center representatives as they receive calls from and to clients, and conduct quality assessment of our calls and all interaction points with our customers. The Contact Center Team Manager will head call center employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. They will continue to coach agents after training by monitoring their progress, ensuring that they acknowledge and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be systematical, contributory, and prepared to act as a resource to the call center agents.
The team you would join:
The Contact Center Team serves as the first point of contact for Sun King’s customers. The team assists both prospective and existing customers with product, service, payment, and overall customer relationship related inquiries and forms part of Sun King’s global Customer Care and Call Center teams. The team works cross-functionally with Sun King’s Operations and Sales teams to serve the breadth of customer related inquiries.
About the role:
We are searching for a dedicated Contact Center Team Manager who can coach and motivate call center representatives as they receive calls from and to clients, and conduct quality assessment of our calls and all interaction points with our customers. The Contact Center Team Manager will head call center employees and assist in the training and mentoring process, ensuring that every agent is well prepared for their calls. They will continue to coach agents after training by monitoring their progress, ensuring that they acknowledge and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration. You should be systematical, contributory, and prepared to act as a resource to the call center agents.
- Application Deadline
- September 30, 2025
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Malawi
- Workplace type
- Hybrid
What you will be expected to do
- Ensure adherence to policies for attendance, established procedures etc.
- Regularly keep performance metrics results in check and ensure adequate performance evaluation engagements (One to One, Training e.t.c), highlighting concerns that impact team performance.
- The team manager 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
- Examine all customer interaction and experience metrics, providing insights on interaction trends, process compliance and team improvement areas.
- Real time team/floor monitoring to ensure schedule and shift adherence as per planner. Assist agents by providing floor assistance on customer queries.
- Conduct pre-shift team meetings on a daily basis setting focus and priorities for the day to ensure productivity of the agents along their KPIs.
- Motivating and coaching 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 regular training content development from training needs assessment derived from insights and changing business.
- Conduct training / calibration sessions to maintain consistency in customer interactions and process compliance
- Assess agents’ call and ticket interactions based on internal evaluation standards and conduct evaluations with meaningful and constructive feedback.
- Manage the fair and consistent application of performance management and disciplinary measures as necessary.
- Manage and inspire a team of customer service agents to deliver excellent levels of personal/team performance and customer satisfaction
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team
- Ensure daily, weekly, and monthly reporting on service campaigns performance against stipulated metrics on both agent performance and quality output.
- Ensuring all clients are served within required timelines by reviewing and giving feedback on improvement areas for existing processes and policies to cater for customer satisfaction
- Efficiency in case management in line with customer escalations resolution within the established 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, major system outages for follow-through and feedback to key stakeholders.
- Work with 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 have/are
- Hold a Bachelor's Degree.
- Have strong proficiency with technology, especially computers, software applications and phone systems.
- Have good technical and data interpretation skills..
- Posses exceptional verbal and written communication skills.
- Showcase strong interpretation of company products, policies and services.
- Are able able to coach, train and motivate employees and evaluate their performance.
- Have excellent Problem solving, guidance, and customer service skills.
- Are efficient and thorough with passion in customer service.
- Have the ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
What Sun King offers
- An opportunity to grow as a professional in a dynamic, fast-growing, high-impact industry;
- The chance to work in an open-minded culture surrounded by Sun King employees who are motivated by the zeal to continuously innovate and grow a smart, sustainable business with a profound impact on the world;
- A truly multicultural experience: you will have the chance to work with and learn from people from different geographies, nationalities, and backgrounds.
- Structured, tailored learning and development programs that help you become a better manager and professional through the Sun King Academy.
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.
