Contact Experience Manager at Airtel

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

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.

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