About the Role
Airtel Nigeria is looking for an experienced and strategic leader to head its Customer & Contact Operations function. This role is central to shaping and delivering a superior, differentiated customer experience across all touchpoints, including showrooms, contact centres, and self-care platforms, while ensuring alignment with Group objectives and operational budgets.
Key Responsibilities- Develop and customize Airtel Nigeria's Contact Experience Strategy in line with Airtel Africa's overall CSD and business objectives.
- Design processes for evaluating the return on investment of outsourced processes and technology across business units.
- Evaluate business process impact and drive internal process improvement initiatives.
- Establish and lead stakeholder governance meetings to ensure efficiency across all Contact Experience functions.
- Conduct periodic environmental analysis to proactively mitigate risks affecting strategy execution.
- Establish Service Level Agreements, Standard Operating Procedures, and budgetary controls across all customer touchpoints.
- Create tracking and monitoring systems for SLA and budget compliance, providing MIS reports to support business decisions.
- Design and customize self-service platforms to reflect local market realities and expectations.
- Drive continual improvement in self-service adoption, IVR resolution rates, and reduction in repeat calls and complaints.
- Maintain SLAs and Average Handling Time targets across contact channels.
- Build and lead a capable, motivated team through recruitment, coaching, performance management, and recognition.
- Manage partner relationships, including governance models, performance dashboards, and quarterly business reviews.
- Ensure compliance with applicable regulations and maintain required documentation across all touchpoints.
- BSc/BA in any discipline; an MBA is an added advantage.
- Professional qualifications in Customer Service and Quality Management are desirable.
- Minimum of 10 years' experience in the service industry, including at least 3 years as an Operations Manager of a Voice Call Centre, preferably within the telecoms industry.
- Working knowledge of Quality Management Systems, including Lean, Six Sigma, and continuous improvement programs.
- Strong Customer Relationship Management skills.
- Excellent communication and interpersonal skills, with a people-centric approach.
- Strong stakeholder management, project management, and time management skills.
- Opportunity to lead customer experience strategy for a leading global telecommunications brand.
- Competitive remuneration and career growth opportunities within Airtel Africa.
- Inclusive, diverse, and equal opportunity work environment.
- Exposure to cross-functional leadership and regional business operations.