Airtel
DEPARTMENT : Customer Experience
VACANCY : Customer Experience Head
LEVEL : Senior Manager
LOCATION : Lusaka
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.
CLOSING DATE:
Suitable candidates requested to apply by sending through their CV’s to [email protected] 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.