SERVICE SUPPORT CENTER MANAGER AT SPRINGROCK GROUP | MANAGER JOBS IN LAGOS

About Company:

SpringRock Group is a privately held energy company with main focus in Oil and Gas and Power sectors of the energy domain. Our vision is to be the leading provider of services in the domains that we participate and we work with like-minded organization to explore and exploit oil and gas deposits.

Job Description:

We are seeking an elite, results-driven Service Support Center Manager to lead our service operations into a new era of excellence. This is a strategic leadership role designed for a seasoned professional who views service not just as support, but as a critical driver of sales and customer lifetime value. You will be responsible for building a high-performing service desk, mentoring a large team of agents, and implementing sophisticated CRM workflows to ensure seamless client journeys. If you have a passion for operational efficiency and a proven track record of converting service interactions into upsell opportunities, we invite you to lead our support center.

Requirements:

1. Strategic Service Operations & Desk Management

• Framework Development: Design and implement robust customer service procedures, policies, and quality standards to ensure a unified brand voice.

• Process Optimization: Set up and continuously improve the service desk infrastructure to maximize productivity, utilizing Zoho or similar ERP/CRM ecosystems.

• QHSE & Compliance: Ensure all support activities adhere to industry regulations, internal company policies, and Quality, Health, Safety, and Environment (QHSE) standards.

2. Revenue Generation & Client Relationship Management

• Sales-Focused Service: Foster a "sales-oriented" mindset within the support team, identifying opportunities to upsell products and services to drive repeat business.

• Inter-Departmental Liaison: Coordinate with internal departments and third-party providers to resolve complex technical issues and prevent churn.

• Relationship Stewardship: Build lasting professional relationships with key clients, acting as an escalation point for high-priority service requests.

3. Leadership, Mentorship & Performance Analytics

• Talent Management: Oversee the full talent lifecycle, including hiring, training, and professional coaching of customer service agents to create a high-performing culture.

• Data-Driven Insights: Monitor critical service metrics (CSAT, NPS, First Response Time) and prepare detailed executive reports for senior management.

• Trend Analysis: Stay at the forefront of industry innovations and best practices to ensure the support center remains competitive and technologically advanced.

Qualifications and Skills:

Mandatory Experience & Seniority

• Total Career Tenure: Minimum of 16 years post-graduation experience in process-oriented organizations.

• Domain Expertise: At least 10 years of experience specifically in a Customer Service/Support Center environment.

• Leadership Depth: Minimum of 4 years at a managerial level overseeing customer experience or service delivery teams.

Technical & Soft Skills

• Software Proficiency: Advanced command of CRM and ERP systems (Knowledge of Zoho is a distinct advantage) and Microsoft Office Suite.

• Core Competencies: Expert negotiation, multitasking, and analytical skills.

• Communication: Exceptional written and verbal communication skills suitable for high-level stakeholder engagement.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should forward their CV to: Izabelle@5cee.com using the position as subject of email.