Summary
Date Posted: Wednesday, December 18 2024, Base Salary: Not Disclosed

JOB DETAILS:
JOB PURPOSE
Responsible for overseeing the daily operations of a call center, ensuring efficient and effective customer service delivery

CORE RESPONSIBILITIES ARE:
1. Strategic Planning.
• Develops and implements business strategies to achieve call center goals and objectives
2. Team Management.
• Supervises and motivates call center agents, team leaders, and support staff
• Tracks key performance indicators (KPIs), such as call volume, resolution rate, and customer satisfaction.
• Manages agent scheduling, staffing, and workforce planning
3. Quality Assurance
• Ensures high-quality customer interactions through call monitoring, feedback, and coaching
• Identifies and implements process improvements to increase efficiency and reduce costs.
4. Customer Service.
• Ensures excellent customer service delivery, addressing customer complaints and concerns.
5. Reporting and Analytics
• Analyzes data and provides insights to stakeholders for business decision-making.
6. Compliance and Risk Management
• Ensures adherence to regulatory requirements and minimizes risk.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills
• Bachelor’s degree, preferable in Technology or Business Administration
• Relevant exposure to Social Media with Hands-on experience on Facebook and Twitter.
• Exposure to Service Technology – CCT, CRM, BPO application stack, Billing
Relevant Experience:
• 5 years of experience in a call centre and 2 years in a Supervisory role
• Telecom experience will be an added advantage
• Conflict Resolution
• Process Development of call center processes and procedures

COMPETENCIES REQUIRED FOR THE POST:
• Excellent and effective communications skills, both orally and in writing
• Strong stakeholder engagement
• Empowering full work responsibility to achieve business target

CLOSING DATE:
The closing date for receiving applications is 20th December 2024. Kindly ensure you state the position you are applying for in the subject field.
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.


Work Hours: 8

Experience in Months: 60

Level of Education: Bachelor Degree

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