Customer Care Manager- Gombe

Customer Care Manager- Gombe

SIGNALHIVE TELECOMMUNICATIONS LTD.
Job Summary On behalf of our client company, we are seeking an experienced and strategic Customer Care Manager to lead and optimize our clients customer service operations within the telecommunications sector. The ideal candidate will oversee customer support teams, improve service delivery processes, enhance customer satisfaction, and ensure compliance with service standards and SLAs. This role requires strong leadership, operational expertise, and a deep understanding of telecom products and customer experience management. Key Roles & Responsibilities 1. Customer Service Operations Management Oversee daily operations of call centers and customer service units Ensure timely resolution of customer inquiries, complaints, and escalations Monitor service performance metrics (AHT, FCR, CSAT, NPS, SLA compliance) Implement strategies to improve service efficiency and customer satisfaction 2. Team Leadership & Development Lead, mentor, and supervise customer service supervisors and agents Conduct regular performance reviews and coaching sessions Develop training programs to enhance product knowledge and service skills Foster a customer-centric culture across the department 3. Process Improvement & Quality Assurance Develop and optimize customer service workflows and SOPs Implement quality assurance programs and...
Nigeria : Gombe International
2026-05-02

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