Call Centre Manager

We are recruiting to fill the position below:

Job Title: Call Centre Manager

Location: Nigeria

Role Description

• This is a critical revenue-protection role — directly impacting ASNL's cash position and portfolio health.
• The Call Centre Manager will lead ASNL's collections and customer operations function from our Abuja office, responsible for maximising PAYG repayment recovery, managing overdue accounts, and maintaining positive customer relationships throughout the collections process.
• The role holder will build and manage a team of call agents, design and enforce collections workflows, and liaise closely with Regional Sales Managers and the Head of Operations to ensure that field intelligence and call centre activity are fully coordinated.

Responsibilities
Collections Management:

• Design, implement, and continuously improve outbound collections call scripts and escalation workflows
• Maintain an accurate, real-time overdue account tracker updated daily on ANGAZA
• Own ASNL's monthly collection rate target — the primary measure of this role's success
• Manage overdue accounts by tier (7–30 days, 30–60 days, 60+ days) with differentiated strategies for each
• Coordinate with RSMs to align call centre outreach with field visit schedules for high-value overdue accounts

Team Leadership & Performance:

• Run daily team briefings covering targets, priority accounts, and any policy updates
• Conduct call monitoring and quality scoring weekly; provide structured coaching and feedback
• Manage attendance, conduct, and performance issues in coordination with HR Manager
• Recruit, onboard, and manage call centre agents — setting daily targets and monitoring productivity

Reporting & Analytics:

• Identify patterns in default behaviour and escalate systemic issues to the Head of Operations
• Track and report on PAYG account reactivation rates — suspended accounts brought back into repayment
• Maintain full documentation on all collection activity, outcomes, and agent interactions
• Submit a weekly collections dashboard to the MD and Head of Operations — collection rate, overdue balances, call volumes, and resolution rates

Customer Experience:

• Develop and maintain ASNL's customer communication tone guidelines for collections calls
• Identify and flag customers whose default is driven by product fault (not unwillingness to pay) — route to Operations for resolution
• Handle escalated customer complaints that agents cannot resolve
• Ensure all collection interactions are conducted professionally, respectfully, and in line with ASNL's customer commitments

Cross-Functional Coordination:

• Liaise with the Finance Manager weekly on cash inflow forecasts and outstanding receivables
• Brief RSMs on overdue accounts in their regions requiring field intervention
• Work with the IT Manager to ensure ANGAZA call logs, account status, and payment records are accurate and accessible

Essential Requirements

• Excellent verbal communication in English; calm and assertive under pressure
• 5+ years of experience in a call centre or customer operations environment
• Knowledge of FCT / North-Central customer behaviour and market
• Bachelor's degree in any discipline (Business, Communications, or Finance preferred)
• Experience building collections scripts, call trees, or escalation workflows from scratch
• Demonstrable experience managing team performance and handling staff conduct issues
• Minimum 2 years in a supervisory or team leader role
• Familiarity with ANGAZA or a similar PAYG CRM platform
• Experience managing remote or distributed call agents.
• Strong data literacy — ability to read call centre dashboards and act on KPIs
• Proven track record in managing collections or debt recovery via outbound calling
• Fluency in Hausa: a strong advantage for customer-facing escalations
• Experience in PAYG, microfinance, fintech, or solar collections

How to Apply
Interested and qualified candidates should send a cover letter (not more than a page) with your resume to: [email protected] using the Job Title as subject of the email.

Note: Applicant must have sales as the end game. Phone calls have to be converted to sales.