Team Manager - Call Center Operations
Sun King
Operations, Customer Service
Nigeria
Posted on Dec 19, 2025
Location: Lagos, Nigeria
About the role:
The Team Manager - Call Center Operations is a dedicated, team member who can coach and motivate call center representatives. You will assist in the training and mentoring process, ensuring that every agent is well prepared for their calls.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Nigeria
- Workplace type
- Hybrid
- Compensation
- ₦0 / month
What you would be expected to do:
- Work closely with the team, motivating and coaching them
- Hosting 1-2-1’s and team meetings.
- 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 are maintained for all team members.
- Use company methodology, team input and own initiative to ensure attendance and retention targets are achieved.
- 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 team performance and customer satisfaction.
- Keep up to date with any industry changes affecting the business and relaying this knowledge back to the team.
- Work with the management team to identify and deliver positive change and business efficiencies.
- Deliver the allocated part of the operation within budgets, service levels and business targets.
- Escalate any appropriate problems to senior management.
- Highlight operational risks and areas for improvement.
You might be a strong candidate if you:
- Have prior experience managing a team is an added advantage but not a must.
- Have good coaching and communication skills.
- Have minimum of 2 years’ experience within a contact center environment.
- Have Strong coaching and people-development skills through call listening, quality feedback, etc.
- Are able to deal with demanding customers and escalations
- Are a creative thinker.
- Have managed customer escalations which ultimately resulted in favorable customer satisfaction rating.
What we offer (in addition to compensation and statutory benefits):
- A platform for professional growth in a rapidly expanding, high-impact sector.
- Immerse in a collaborative culture, energized by Sun King's employees 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 Academy to elevate your leadership and managerial capabilities.
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.
Our Hiring Process
Stage 1:
Case Study
