Lead, Customer Experience at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company's product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

We are recruiting to fill the position below:

Job Title: Lead, Customer Experience

Job Identification: 522
Location: Lagos
Job Type: Full-time

Job Description

• The role is responsible for the governance, managing the relationships, interface and process compliance of the 3 Call Center BPOs.
• Ensure training of all customers facing staff by identifying frontline skill gaps/training needs based on laid down performance evaluation matrixes as well creating a seamless flow for resolving all Retailers and CP issues escalated to the Call Center.
• Provides critical management reports and insights from customer feedback to influence overall customer and product strategies.
• Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
• BPO invoice validation to ensure appropriate bill is being remitted.

Responsibilities
Call Centre BPO Governance:

• Call Centre Monitoring and governance to ensure proper implementation of CC strategies: 
• Inbound & Trade Operations. 
• High Value and Enterprise Desks. 
• Mass & Mid Value. 
• Close Loop and Outbound Operations. 
• Performance monitoring for CC KPI. 
• Adherence − SL, AHT, ABD, FTR, Repeat. 
• BPO invoice validation to ensure appropriate bill is being remitted. 
• Ensuring implementation and adherence to the Airtel code of Conduct. 
• Tracking the adherence level of all new launches changes in the CC and highlight visible gaps for improvement. 
• Monitoring BPO Quality of services through Quality scores and JKQ scores. 
• Monthly headcount monitoring. 
• Effective communication with Partners through information dissemination to the entire frontline via CCQA. 
• Single point contact for process owners - to communicate and implement processes 
• Call handling scripts - New / Modifications.
• Execution of Customer Feedback campaigns from the various customer touch points; this provides business intelligence, competition intelligence etc., providing NPS and CSAT scores to help with process improvement in the CCs.
• Communicate Business rules, policy change/modification etc.
• Monthly meetings with the partners to review the KPIs, check progress on agreed deliverables as per previous MBRs.
• Bi- Monthly focus group sessions with CC agents for process correction and clarification based on VOC.
• Continuous Call Centre improvement

Define And Implement Quality Standards in Line with Group Parameters:

• Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
• Coordinate calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
• Ensure audit at agents’ level to check the efficacy of information being cascaded by the customer facing CC agents.
• Follow up with process correction based on VOC.
• Close loop with partner on any open issue with regards to process failure.
• Ensure calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
• Implement sanctions on defaulters where processes have been breached

Escalations, Access Management & Control:

• First point of contact for the BPO partners. 
• Escalate process failures to process owners for immediate resolution. 
• IT /FRUAD SPOC for compliance monitoring & adherence to access management. 
• Ensure access creation for all new agents, deletion of exiting agents ID's and CUG lines 

Training:

• Ensure NHIP (New Hire Induction Program) training is carried out for CC agents.
• Ensure knowledge of frontline staff on all products and services.
• Drive the identification of frontline skill gaps/training needs based on laid down performance evaluation matrices.
• Review and align training content and determine the most effective mode of delivery for all frontline staff. Validation of the training content - First time & ongoing basis.
• TNA to be validated and signed off based on the outcome of the RCA's that is carried out on any critical Quality KPI's.
• Track and monitor the adherence to the Fresh & refresher Training monthly.
• Monitor the Measure of Success post all the Fresh / Refresher training done.
• Co-ordinate with Hub training SPOC to get the fresh training module created and conduct the training for TTT.
• Check the level of information dissemination on any new product launch / process etc. (Floor Check post self-certification of the partner)
• Ensure adequate JKQ is conducted as per laid down process

Recruitment & Certification:

• Certification and Validation of CC recruitment process by carrying out various audits. 
• Validation and audit will be carried out in the certification process. 
• Validate and approve the list of certified agents for creating the application login IDs. 
• Monitoring during the OJT period of the new agents and ensure they do not pick live customers’ calls. 
• Ensure full compliance with the recruitment guidelines specified by Smartcash PSB. 
• Validation and audit to be carried out on the recruitment process. 
• Random audit on the interviews and share feedback for corrections. 
• Ensure non-certified agents are not allowed on the floor to pick up calls. 
• Monitoring during the OJT period of the new agents and ensuring they do not pick up live customers’ calls. 
• NHIP process validation and approvals by ensuring the effectiveness of the NHIP process at all CC locations. 

Qualifications
Educational Qualifications & Functional / Technical Skills:

• MSc / Bachelor's Degree.
• ITIL Certification

Relevant Experience:

• 8-10 years of solid customer service experience, 3 of which must be in a management position
• Working/worked in a Call Centre environment
• Quality Management Skills
• Deep knowledge of Business Analytics

Other Requirements:

• Excellent command of the English language
• Survey and Research Skills
• Excellent organisational, communication, and attention to detail skills.
• Advanced reporting skills
• Ability to manage large teams.

Application Closing Date
17th July, 2025; 01:38 PM.