Customer Relations Manager

About the role

The Customer Relations Manager will lead and develop the call centre and sales back‑office teams in Accra, ensuring high‑quality service and customer satisfaction for GVA’s fibre‑to‑the‑home network.

Key responsibilities

• Manage inbound and outbound call centre operations, monitor performance, and define monthly rosters.
• Recruit, train and supervise the sales back‑office team, handling commercial requests, technical support, and digital communications.
• Coordinate complex customer cases across NOC, FTTH Operations, IT and field teams, and act as the local referent for processes and quality.
• Produce weekly and monthly reports on incidents, request handling and SLA compliance, and contribute to process improvements.

Required profile

• University degree with experience managing call centre or customer care teams.
• Knowledge of the Sub‑Saharan telecom sector and strong entrepreneurial mindset.
• Excellent listening, communication, analytical and problem‑solving abilities.
• Fluency in English; local languages are a plus.
• Valid driving licence.

Required skills

• Proficiency with Microsoft Office suite.