Responsibilities
Key Responsibilities
1. CX Strategy and Leadership
- Develop and execute Group CE strategies aligned with the company’s overarching Contact Experience Goals.
- Drive initiatives that improve Calls per Customer, Online Resolution, Customer Satisfaction, Net Promoter Scores (NPS), and Back Office SLA
- Collaborate with senior leadership and other functional teams to deliver consistent, high-quality experiences across all touchpoints.
2. Contact Center Management
- Oversee operations of multiple contact centers across the Group, ensuring efficiency, quality, and performance.
- Work closely with Partners managing the Outsourced Contact Center in the different countries across Group
- Implement processes and tools to monitor service delivery, call quality, first contact resolution (FCR), and response times.
- Analyze Group contact center performance data to identify trends, gaps, and opportunities for improvement.
- Champion the use of technology (e.g., IVR, Self Care Tools, AI-based tools, & CRM Systems) to streamline call center processes and enhance CE outcomes.
3. Customer Journey Optimization
- Derive insights, share and work with other business stakeholders across Group and in the different countries to implement solutions
- Analyze and map the customer journey to identify pain points, develop solutions, and enhance the end-to-end Contact Experience .
- Collaborate with product, marketing, and sales teams to align processes that deliver seamless experiences for customers.
- Ensure customer feedback is continuously captured, analyzed, and actioned for improvement.
4. Performance Management and Reporting
- Develop, monitor, and report on KPIs, including CPC, NPS, CSAT, CES (Customer Effort Score), and Back Office SLA adherence for the 14 countries in Airtel Group.
- Provide actionable insights and strategic recommendations based on data analysis and performance results.
- Regularly report to the Group Lead Contact Experience and Customer Experience Director via reports and escalations on any issues affecting the customers from incidents or calls/ complaints received through the contract
5. Team Leadership and Development
- Lead, inspire, and coach a diverse team of Contact Center Managers and customer service teams.
- Foster a high-performance culture, driving team engagement, capability building, and professional development.
- Conduct regular training sessions and workshops to enhance teams’ CX knowledge, skills, and service delivery.
6. Cross-Functional Collaboration
- Work closely with cross-functional teams, including IT, Marketing, Operations, and Sales to address systemic customer issues.
- Collaborate with local and group teams to drive CX excellence while maintaining cultural and operational relevance.
- Participate in the design of customer communication strategies for issue resolution and proactive engagement.
7. Process Improvement and Innovation
- Continuously evaluate and optimize call center and customer service processes for operational excellence.
- Leverage digital tools and emerging technologies to drive innovation in Contact Experience Delivery.
- Identify and Implement global best practices for customer engagement, retention, and issue resolution.
Qualifications
- Bachelor’s Degree in Business, Communication, Marketing, or a related field. A Master’s degree is a plus.
- Minimum of 7 years of progressive experience directly managing call centers in Africa or across the Globe with a proven track record in CX strategy and leadership.
- Experience working within the telecommunications industry or other fast-paced, customer-focused industries preferred.
- Demonstrated success in improving Calls per Customer, NPS, CSAT, and other Contact Experience metrics across countries at Group Level.
- Strong understanding of call center tools, systems, and technologies (e.g., CRM, IVR, Workforce Management Systems).
- Proven experience managing culturally diverse teams across multiple Across Countries or Continents.
