Summary
Date Posted: Monday, June 17 2024, Base Salary: Not Disclosed

JOB DETAILS:
Job Purpose
To deliver plus 1 customer experience in all customers facing channels in Airtel and operationalize a scalable and standardized call center strategy. Ensure delivery of the basic hygiene at the Call Centre while creating a service differentiator through extremely effective service recovery and quality of resolution.

Core Responsibilities Are:
• Voice performance:
Develop critical analysis process for matching E1 with Call Traffic, congestion free call center access.
Establish coordination process with Technical & IT Teams.
• Non-Performance Voice:
Create an effective service recovery and quality of resolution.
Create a tracking and monitoring process for Service level adherence.
• Complaint Reduction:
Deploy plus 1 complaint management structure and close looping.
Reduce the number of complaints on an ongoing basis.
• Airtel Money Experience:
Airtel Money Lead – E2E of call center, back office & SR resolution. Leading in all Airtel Money Projects.
Ensure a market assessment including competition analysis is done for understanding of key learning’s.
• Employee Engagement:
Coaching and mentoring of teams.
Maintain Highly motivated team.

Requirements
Educational Qualifications & Functional / Technical Skills
• Bachelors Degree in Business/equivalent qualification, sales or marketing; with at least 5 years’ experience, 2 of which should have been in leadership.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
• Excellent knowledge in customer experience discipline/profession.
• Superior Presentation skills, IT literacy and English proficiency.
• Able to work under high stress with short term targets and objectives.
• Able to handle, prioritize, multiple projects simultaneously.
• Able to operate in performance driven organization.

Relevant Experience:
• At least 3 years’ in customer service.
• High level knowledge: applies technical expertise and has full knowledge of other related disciplines.
• Exhibits good level of creativity and resourcefulness.
• Ability to guide and transfer knowledge to his/her team.
• Coaching, Planning and Analytical.
• Experience in managing a team for more than 3 years.

Competencies Required For The Post:
• Basic knowledge in use of technical principles, theories and concepts.
• Able to operate under minimum supervision.
• Self-motivated, enthusiastic, energetic.
• Attention to detail.
• Confident and assertive.
• Approachable and customer focused.
• People, motivation, and good communication skills.
• Leadership skills, Team player with a high personal standard and goal oriented.

Work Hours: 8

Experience in Months: 24

Level of Education: Bachelor Degree

Job application procedure
• Closing Date:
• Suitable candidates requested to apply by sending through their CV’s to jobs@zm.airtel.com  Closing date for receiving applications is Wednesday, 19th June 2024. .
• Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, ethnic grouping.
• Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

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