Customer Engagement Manager

Job Location: Addis Ababa, Ethiopia. About the Role The Customer Engagement Manager at Sun King will oversee the call center and field teams in Ethiopia, with a focus on maintaining strong performance across the customer engagement and service functions. The role will work closely with customer engagement and service team managers to strengthen performance, develop team capability, and maintain high standards across the operation. Key Responsibilities: • Establish operating models, targets, and performance metrics for the Customer Engagement and Service Teams. • Conduct regular briefings with the customer engagement and service teams to communicate priorities, targets, and performance expectations. • Ensure daily, weekly, and monthly reporting on all outbound calls and performance against KPIs. • Closely monitor and track performance and SLAs for the Credit & Finance and Welcome Teams, ensuring they meet required standards as critical business functions. • Consolidate and validate training and development requirements across the customer engagement and service teams. • Provide ongoing coaching and mentorship to team members. • Hold one-on-one discussions with team members to address performance matters and identify appropriate actions. • Manage staff disciplinary matters where coaching and training have not achieved the required improvement in performance. • Document all absences and keep records updated across relevant systems and trackers. • Develop a tracking system to identify noticeable attendance trends. • Maintain accountability across team members and team managers, involving HR in disciplinary matters where required. • Maintain effective control of shrinkage, ensuring that planned and unplanned shrinkage does not exceed a combined 35% of total headcount for each team or function. • Maintain smooth workflow across remote teams, including timely follow-up and resolution of issues affecting remote work and hybrid arrangements. • Promote a customer-centric culture across the organization. • Monitor, track, and report on the availability and effectiveness of work resources, systems, and tools across remote functions. • Manage and evaluate performance appraisals for the Ethiopia Customer Engagement and Service functions. • Implement quarterly performance appraisals. • Maintain hourly, daily, weekly, and monthly performance tracking, with consistent follow-up on action items. • Motivate team members and managers while building a high-performing operational team and a culture of accountability, results, and flexibility that enables the organization to meet or exceed customer expectations. • Enable managers to effectively manage their teams, with strong coordination across the wider function and a focus on building capability. • Work closely with other functions, including Operations,