Call Center Team Manager
Sun King
Customer Service
Mozambique
Posted on Jan 6, 2026
Location: Nampula, Mozambique
About the role:
The Call 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 Call 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.
- Department
- EasyBuy Program Management
- Employment Type
- Permanent - Full Time
- Location
- Mozambique
- Workplace type
- Onsite
- Reporting To
- Customer Engagement Manager
What you will be expected to do:
Team Management
- 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.
- Head 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.
- Work with the management team to identify and deliver positive change and business efficiencies.
- Deliver the allocated part of the operation within acceptable budgets, service levels and business targets.
- Escalate any appropriate problems to senior management.
- Help the Senior Manager to highlight operational risks and areas for improvement.
Training, Coaching, and Quality Assurance
- The Team Manager is considered a process and knowledge driver, hence every time whenever a team requires refresher training, they will offer assistance with close monitoring of struggling agents and conduct training sessions, and ensure agents are attending all engagements (training, calibration, 1 2 1 sessions).
- Evaluate training feedback form and assist with sending updates on campaign changes bringing agents whenever there's a change of LOB for alignment purposes. Check training attendance of cc agents in every training as per schedule.
- This person will also be performing quality assurance checks in the call center under the guidance of the training head Africa to ensure that our quality of calls and process adherence are in line with the organization and industry standards.
Identifying / Training Needs Submission:
- Propose and conduct additional training requirements to be included in the existing training manuals through feedback sent from call assessment.
- Assist in identifying / suggesting Litmos courses for agents.
Real-Time monitoring:
- The Team Manager will be required to monitor the team's productivity in real time and agent activity as per planned shifts. Gauging the team's login and logout activity, breaks and other offline activity and identifying the outliers in the team to engage in corrective sessions, escalating where necessary.
You might be a strong candidate if you:
- Hold a Bachelor's Degree/diploma.
- 2-3 years of Call Center / Quality Assessor Experience
- Proficiency with technology, especially computers, software applications and phone systems.
- Good technical and data interpretation skills..
- Exceptional verbal and written communication skills.
- Strong interpretation of company products, policies and services.
- Ability to coach, train and motivate employees and evaluate their performance.
- Excellent Problem solving, guidance, and customer service skills.
- Efficient , and thorough with passion in customer service.
- Ability to remain calm and courteous under pressure and navigate tense situations especially during busy hours.
- Outstanding communication skills, both written and verbal in English and Portuguese. Proficiency in local languages of the northern and southern regions of Mozambique is considered an advantage.
What Sun King offers:
- Professional growth in a dynamic, rapidly expanding, high-social-impact industry.
- An open-minded, partnership culture made up of talented colleagues who are passionate by the need of innovation towards profound impact on people and the planet.
- 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 mentor, manager, and professional through the Sun Center for Leadership.
We place great importance on sustaining a diverse, inclusive work environment.
We believe that innovation and learning comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining a broad 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.
We believe that innovation and learning comes from diversity on every spectrum. We work to make sure every Sun King team member knows that they belong, knowing that sustaining a broad 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 built a new kind of energy utility: distributed, green, customer-centric, and affordable. We bring clean, reliable, decentralized energy directly into people’s lives — from solar kits that provide first-time energy access to multi-kilowatt systems that serve both off-grid users and grid-connected customers powering larger homes, schools, hospitals, farms, offices, and light manufacturing.
Already, 25 million homes and businesses rely on Sun King for electricity supply and the appliances and services it enables: lighting, televisions, fans, refrigeration, and smartphones.
Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 a day via mobile money or cash.
Sun King combines energy generation, energy-efficient appliances, installation, and financing into one seamless offering. Think of it as a distributed utility, designed for wherever energy is needed and designed to scale with its users as incomes and energy needs grow.
Sun King makes solar products affordable to low-income households and businesses via ‘pay-as-you-go’ (PAYG) purchase financing. Sun King installs solar after customers pay a small deposit. Customers then make small, manageable payments of as little as US $0.14 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.
Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.
Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.
Sun King employs 3,500 full-time staff in 14 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 42% of Sun King’s workforce.
Sun King collects payments digitally through mobile money systems and its 35,000 field agents — over 1 million payments each day. To date, Sun King has extended more than $1.4 billion in PAYG loans to customers.
Sun King began by powering homes and businesses with solar systems delivered through PAYG financing. Now, we’re using the same model to make smartphones and clean cooking equipment affordable: helping households connect to the digital economy and transition from wood-based fuels to modern, sustainable alternatives.
Sun King employs 3,500 full-time staff in 14 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 42% of Sun King’s workforce.
