Contact Experience Lead

Full Time

JOB PURPOSE

Deliver robust Customer Experience in all customer facing channels in Airtel by operationalizing a scalable and standardized call center Strategy, ensuring delivery of the basic hygiene at the Call center (Congestion free access, first call resolution, effective service recovery, quality of resolution, reduce call volumes) – across all work streams.

REPORTING TO THE CUSTOMER EXPERIENCE DIRECTOR, THE MAIN DUTIES ARE:

Voice Performance;

Management of Call Traffic, congestion free call center access via coordination with Technical Teams
Manage Outsourced Call Centers on Traffic Flow and Impact analysis shift management at partner location
Develop Call Process Failures Identification indices
Create a tracking and monitoring process for SLAs and Budgetary adherence
Non Performance Voice;

Create an effective service recovery framework and quality of resolution
Operationalize a segmented service recovery framework across segments
Effecting Service Recovery pack after a Customer impacting outage as per pre-approved Packs
Adhere to all regulatory norms, and prevent exposure, Penalties or backlash from regulator
Complaint Reduction;

Deploy a robust complaint management structure and close looping; Increase on call resolution and reduce the number of referrals to the back office
Implement framework to track performance on complaint management
Drive a culture of prevention is better than cure.
Airtel Money Experience;

Lead all Airtel Money Projects (End to End Call center, back office & SR resolution
Manage Process Re-engineering (Registration, Pin Reset, Wrong Reversals, Retail Experience, Segmentation, Accessibility and Self-service)
Stakeholder Management;

Partner Engagement – IBM, Comviva, Avaya, BPOs
Cross functional Team Management – CX, Marketing, Airtel Money, IT, Revenue Assurance, OpCo
Employee Engagement;

Develop and enhance the Team’s Capabilities to deliver for the business through Coaching and mentoring
Maintain Highly motivated team
EDUCATIONAL QUALIFICATIONS & FUNCTIONAL/TECHNICAL SKILLS:

University Degree in Business/Sales/Marketing or an Equivalent Qualification
Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
Excellent knowledge of Customer Experience
Ability to work under high stress with short term targets/objectives and manage multiple projects simultaneously
Able to operate in performance driven organization with a good command of English
IT literacy is a must
RELEVANT EXPERIENCE:

5+ years in Customer Experience and additional 2-5 years’ leadership experience
Exhibits good level of creativity and resourcefulness to guide and transfer knowledge effectively
Good Coaching, Planning, Analytical and Presentation skills
OTHER REQUIREMENTS (BEHAVIOURAL):

Able to operate in a minimum supervision.
Self-motivated, enthusiastic, energetic
Confident, assertive and Attention to detail
Approachable, Customer focused and Good communication skills
Good People, Motivation and Leadership skills
CLOSING DATE

Suitable candidates are required to send their application & Curriculum vitae to jobs@zm.airtel.com. Closing date for applications is 6th November, 2020.

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping nor HIV/AIDS status.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Application email or URL: jobs@zm.airtel.com