Lead Call Centre
Full time @Airtel Africa posted 16 hours ago in Masscommunications Shortlist Email JobJob Detail
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Job ID 21326
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Career Level Officer
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Experience 2 Years
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Gender Both
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Industry MassCommunication
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Qualifications Degree Bachelor
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Job Type Full time
Job Description
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.
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.
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.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Responsibilities
The role holder will effectively drive seamless customer experience at call centre by focusing on eliminating defects and meeting all service level agreements.
- Ensure excellent day today service experience for customers aligned to customer experience rules and procedures.
- Monitor quality of inbound and service recovery interactions.
- Enforce adherence to quality-of-service guidelines and metrics.
- Identify and do a root cause analysis (RCA) of call triggers as per call centre trends.
- Work with all stake holders to address customer pain points (Vendors, networks and Marketing teams).
- Monitor SLA’s for resolution of service downtimes aligned to customer experience rules.
- Act as an interface between the call centre and other departments on all customer facing related issues.
- Conduct periodic surveys on inbound customers to assess levels of satisfaction.
- Follows queries that are escalated by the partners to departments for support so as to ensure prompt resolution of the such queries.
- Ensure adherence to process compliance.
- Partner management.
- Reporting.
Qualifications
Must have:
- Bachelor’s degree in business / commercial discipline. MBA added advantage.
- A strong understanding of numbers/finance/accounts with excellent MS – Excel skills
- 2 to 4 years of customer experience partner management in a busy environment.
- Telecom experience will be an added advantage.
Skills critical to the role:
- Attention to detail
- Speed of execution
- Ability to work seamlessly unsupervised.
- Great interpersonal skills
- High levels of Integrity.
- Analytical skills.
- Problem solving skills.
- Excellent communications skills.
- Excellent presentation skills.
- Excellent project management skills.
Important Procedure
- Click the GREEN BUTTON “APPLY FOR THE JOB“
- You will be re-directed to the Source/Application Procedure.
- Read the Job description attached.
- Apply using the Instructions Provided.
Disclaimer Notice:
- No payments should be made during the application process.
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Application ends in 6d 16h 31min
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