CALL CENTRE MANAGER AT ASOLAR SYSTEMS NIGERIA LIMITED | CALL CENTRE JOBS IN NIGERIA

About Company:

ASOLAR was founded in 2016 to partake in an initiative to bring power to off-grid communities. Our products and services are fundamentally customer-focused. Home energy systems to commercial projects. Cost optimization, minimize risk and provide comprehensive support before and after sales.

Job Description:

Are you a strategic leader with a passion for driving revenue through excellence in collections? ASNL is seeking a results-oriented Call Centre Manager to lead our collections and customer operations function from our Abuja office. This critical revenue-protection role is responsible for maximizing PAYG repayment recovery, managing overdue accounts, and fostering positive customer relationships. You will build and manage a high-performing team of call agents, design robust collections workflows, and collaborate with field leadership to ensure seamless operational alignment.

Requirements:

Collections Management

• Target Achievement: Own and drive the monthly collection rate, the primary KPI for this position.

• Workflow Optimization: Design, implement, and refine outbound collections scripts and escalation pathways.

• Account Strategy: Manage overdue accounts across tiered segments (7–30, 30–60, and 60+ days) using tailored recovery strategies.

• Field Coordination: Partner with Regional Sales Managers (RSMs) to synchronize call centre outreach with field visits for high-value accounts.

• Data Integrity: Maintain accurate, real-time overdue account tracking via ANGAZA.

Team Leadership & Performance

• Talent Management: Oversee the end-to-end recruitment, onboarding, and daily management of call centre agents.

• Coaching: Conduct weekly call monitoring and quality scoring to provide actionable feedback.

• Operational Discipline: Manage attendance, performance, and conduct in alignment with HR policies.

• Daily Briefings: Lead team sessions focused on daily targets, high-priority accounts, and policy updates.

Reporting & Analytics

• Performance Dashboards: Submit weekly collections reporting to the MD and Head of Operations, detailing collection rates, overdue balances, and resolution metrics.

• Pattern Recognition: Identify trends in default behavior and escalate systemic operational issues.

• Reactivation Tracking: Report on the success of PAYG account reactivation initiatives.

Customer Experience

• Professional Standards: Ensure all interactions remain respectful and aligned with ASNL’s customer service commitments.

• Escalation Handling: Resolve complex customer complaints beyond agent scope.

• Product Liaison: Distinguish between voluntary default and product-related faults, routing the latter to Operations for resolution.

• Communication Excellence: Develop and maintain the tone guidelines for all collections-based customer communication.

Cross-Functional Collaboration

• Finance Alignment: Liaise weekly with the Finance Manager regarding cash inflow forecasts and receivables.

• Field Operations: Brief RSMs on specific overdue accounts requiring on-ground intervention.

• Technical Integration: Work with IT to ensure data accuracy within ANGAZA regarding call logs and payment records.

Qualifications and Skills:

• Education: Bachelor’s degree in Business, Communications, Finance, or a related field.

• Experience: 5+ years in call centre/customer operations, with at least 2 years in a supervisory or team lead capacity.

• Collections Expertise: Proven track record in debt recovery or collections via outbound calling; experience in PAYG, microfinance, fintech, or solar sectors is highly preferred.

• Strategic Capability: Demonstrable experience building collections scripts, call trees, and escalation workflows from scratch.

• Technical Proficiency: Data-driven mindset with the ability to act on KPIs; familiarity with ANGAZA or similar PAYG CRM platforms.

• Soft Skills: Strong verbal communication in English; calm, assertive, and able to manage remote/distributed teams under pressure.

• Local Market Knowledge: Understanding of FCT/North-Central customer behavior; fluency in Hausa is a significant advantage.

Salary

Application Closing Date: Not specified

Application Instructions:

Interested and qualified candidates should send a cover letter (not more than a page) with your resume to: career@asolarnig.com using the Job Position as subject of the email.

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