Job Details

Job Description

DEPARTMENT : Customer Experience

VACANCY : Call Centre Operations Lead

LEVEL : Assistant Manager

LOCATION : Lusaka, Head Office

JOB PURPOSE

Responsible for overseeing the daily operations of a call center, ensuring efficient and effective customer service delivery

CORE RESPONSIBILITIES ARE:

1.] Strategic Planning.

• Develops and implements business strategies to achieve call center goals and objectives

2.] Team Management.

• Supervises and motivates call center agents, team leaders, and support staff
• Tracks key performance indicators (KPIs), such as call volume, resolution rate, and customer satisfaction.
• Manages agent scheduling, staffing, and workforce planning

3.] Quality Assurance

• Ensures high-quality customer interactions through call monitoring, feedback, and coaching
• Identifies and implements process improvements to increase efficiency and reduce costs.

4.] Customer Service.

• Ensures excellent customer service delivery, addressing customer complaints and concerns.

5.] Reporting and Analytics

• Analyzes data and provides insights to stakeholders for business decision-making.

6.] Compliance and Risk Management

• Ensures adherence to regulatory requirements and minimizes risk.

Educational Qualifications & Functional / Technical Skills

• Bachelor’s degree, preferable in Technology or Business Administration
• Relevant exposure to Social Media with Hands-on experience on Facebook and Twitter.
• Exposure to Service Technology – CCT, CRM, BPO application stack, Billing

Relevant Experience:

• 5 years of experience in a call centre and 2 years in a Supervisory role
• Telecom experience will be an added advantage
• Conflict Resolution
• Process Development of call center processes and procedures

COMPETENCIES REQUIRED FOR THE POST:

• Excellent and effective communications skills, both orally and in writing
• Strong stakeholder engagement
• Empowering full work responsibility to achieve business target

Suitable candidates are requested to apply by sending through their CV’s to [email protected] The closing date for receiving applications is 20th December 2024 . Kindly ensure you state the position you are applying for in the subject field.

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.