Customer Care Manager – Call Center Operations

About the role

Network International is seeking a seasoned Customer Care Manager to lead its call centre operations across Africa. You will be responsible for shaping the customer service strategy, driving performance, and ensuring a high‑quality experience for our clients in the fast‑moving fintech environment.

Key responsibilities

• Lead and manage a team of customer service and call centre agents.
• Oversee daily operations, performance monitoring and quality assurance.
• Drive customer satisfaction, retention and reduction of complaints.
• Develop and implement process improvements and transformation initiatives.
• Manage performance metrics, KPIs and reporting.
• Coach, mentor and develop team members.
• Collaborate with other departments to ensure seamless processes.
• Provide leadership in resolving complex, high‑priority service issues.
• Create and maintain policies, procedures and business processes that promote consistency and reliability.
• Perform other duties as assigned.

Required profile

• Minimum 5 years experience in call‑centre operations and transformation, with at least 2 years in a leadership role.
• Strong leadership and team‑management capabilities.
• Proven customer‑service expertise and ability to work effectively with partners.
• Excellent written and verbal communication, presentation and interpersonal skills.
• Analytical thinking, problem‑solving and ability to prioritize work.
• High attention to detail, accuracy and ability to multitask.
• Flexible, ambitious attitude with a methodical and organized approach.

Required skills

What we offer

• Opportunity to lead a regional customer‑care function within a leading fintech organization.
• Collaborative, innovative culture focused on growth and development.
• Exposure to a diverse, multi‑country environment.