Customer Experience Head Airtel Zambia

DEPARTMENT : Customer Experience

VACANCY : Customer Experience Head

LEVEL : Senior Manager

LOCATION : Lusaka, HQ

JOB PURPOSE

To deliver plus 1 customer experience in all customer 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:

1. Voice performance:

• Develop Critical analysis process for matching E1 with Call Traffic, congestion free call center access.
• Establish coordination Process with Technical & IT Teams.

2. Non Performance Voice:

• Create an effective service recovery and quality of resolution.
• Create a tracking and monitoring process for Service level adherence.

3. Complaint Reduction:

• Deploy plus 1 complaint management structure and close looping.
• Reduce the number of complaints on an ongoing basis.

4. 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.

5. Employee Engagement:

• Coaching and mentoring of teams.
• Maintain Highly motivated team.

SKILLS AND KNOWLEDGE

Educational Qualifications & Functional / Technical Skills

• 5+ years with university degree in business/equivalent qualification, sales or marketing; at least 2-5 years’ leadership experience.
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations.
• Excellent knowledge in customer experience discipline/profession.
• Presentation skills.
• Able to work under high stress with short term targets and objectives.
• Able to handle, prioritize, multiple projects simultaneously.
• IT literacy.
• Able to operate in performance driven organization.
• English proficiency.

Relevant Experience

• 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. Is able to guide and transfer knowledge to his/her team.
• Coaching.
• Planning.
• Analytical.
• Experience in managing a team for more than 3 years.

Other requirements (Behavioral etc.)

• Basic knowledge in use of technical principles, theories and concept.
• Able to operate under minimum supervision.
• Self-motivated, enthusiastic, energetic.
• Attention to detail.
• Confident, assertive.
• Approachable customer focused.
• People skills/motivation skills.
• Good communication skills.
• Leadership skills.
• Team player.
• Approachable customer focus.
• High personal standard and goal oriented.