{"id":1585721,"url":"https://alion.io/job/d-light-manager-contact-center-operations","title":"Manager, Contact Center Operations","company":{"id":177282,"name":"d.light","domain":"dlight.com","url":"https://alion.io/company/d-light","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Zoho Recruit","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-30T05:48:23Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lagos, Nigeria"],"countries":["NG"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10500,"max_usd":25000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1466},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-30T08:25:03Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":59},"description":"JOB DESCRIPTION: The Manager, Contact Center Operations role is responsible for delivering exceptional customer service to d.light customers and end-users through supporting selected partners. The job holder will continuously seek ways to improve cost-efficiency, achieve targeted customer service metrics, and champion a \"customer-first\" culture within the organization. ROLES &RESPONSIBILITIES: Implement and measure KPIs to drive improvement of service delivery standards. Collaborate with d.light's technical team and contact center partners to solve customer issues promptly and prevent recurrence of the same. Enhance the competency and skills level of the service team through necessary training and evaluation of its effectiveness. Deliver on set contact center metrics and targets within agreed timelines and costs. Drive and implement all actions as requested by the business. KEY PERFORMANCE INDICATORS (KPIs): Customer satisfaction versus target (Net Promoter Score) Average cost of customer service delivery versus target Call productivity at Call Center Partner Engagement Feedback Call Centre Metrics (Inbound/Outbound/KYC/Upsell)Requirements DESIRED SKILLS AND EXPERIENCE:\nBachelor's degree in social sciences or a business-related field.\nAn additional focused Call Centre qualification and Diploma in Customer Services Management will be an added advantage.\nFive years' working experience at the Call Centre or in the Service Industry.\nExperience at technology-oriented service firms; Mobile telephony, BPO call centers, etc. will be an added advantage.\nExcellent interpersonal skills with the ability to motivate for results.\nExcellent oral and written communication skills.\n• Dependability and multitasking abilities. KNOWLEDGE: Competence in Operations, Technical knowledge, and Business processes with the ability to manage teams and monitor performance. Knowledge of Call Centre Industry, Market and customer trends, and Good standard operating procedures. Technical Knowledge in service supporting experience. SKILLS: Coaching Written and Verbal communication (letter writing, report writing) Computer skills (MS Word, Excel, PowerPoint) Problem-solving, and decision-making Planning, and organizing with attention to detail.","description_format":"text","description_chars":2248,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":true},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-01T14:42:48Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":1,"p_active":0.592,"p_room":0.35,"age_days":59,"expected_fill_days":28,"reasons":["conf:1","win:tail"],"computed_at":"2026-10-30T05:48:23Z"},"pay":null,"html_url":"https://alion.io/job/d-light-manager-contact-center-operations","json_url":"https://alion.io/job/d-light-manager-contact-center-operations.json","meta":{"generated_at":"2026-10-30T09:11:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":13184,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177282},"rest":"https://alion.io/mcp/rest/get_company?id=177282"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fd-light-manager-contact-center-operations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fd-light-manager-contact-center-operations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fd-light-manager-contact-center-operations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/d-light-manager-contact-center-operations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fd-light-manager-contact-center-operations"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1585721}},{"tool":"search_jobs","arguments":{"company":"dlight.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1585721},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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