Lead Call Centre

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<strong>Why Airtel Africa?</strong>
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&nbsp;At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
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We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
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By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
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<strong>Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.</strong>
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</div><p>Must have:</p>
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<li>Bachelor’s degree in business / commercial discipline. MBA added advantage.</li>
<li>A strong understanding of numbers/finance/accounts with excellent MS - Excel skills</li>
<li>2 to 4 years of customer experience partner management in a busy environment.</li>
<li>Telecom experience will be an added advantage.</li>
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<p>Skills critical to the role:<br>
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<li>Attention to detail</li>
<li>Speed of execution</li>
<li>Ability to work seamlessly unsupervised.</li>
<li>Great interpersonal skills</li>
<li>High levels of Integrity.</li>
<li>Analytical skills.</li>
<li>Problem solving skills.</li>
<li>Excellent communications skills.</li>
<li>Excellent presentation skills.</li>
<li>Excellent project management skills.</li>
</ul><p>The role holder will effectively drive seamless customer experience at call centre by focusing on eliminating defects and meeting all service level agreements.</p>
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<li>Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.</li>
<li>Monitor quality of inbound and service recovery interactions.</li>
<li>Enforce adherence to quality-of-service guidelines and metrics.</li>
<li>Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.</li>
<li>Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).</li>
<li>Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.</li>
<li>Act as an interface between the call centre and other departments on all customer facing related issues.</li>
<li>Conduct periodic surveys on inbound customers to assess levels of satisfaction.</li>
<li>Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.</li>
<li>Ensure adherence to process compliance.</li>
<li>Partner management.</li>
<li>Reporting.</li>
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