Job Details

Job Description

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.