Contact Centre Lead at Airtel

About the Role:

The Contact Centre Lead is responsible for driving excellence in customer service delivery by ensuring consistent quality across all contact centre operations. The role focuses on enhancing frontline capabilities through effective training, quality assurance, and performance management, while leveraging data-driven insights to identify trends, resolve customer issues, and improve overall service experience. The incumbent also ensures efficient communication, optimal resource utilization, and strong collaboration with internal and external stakeholders to achieve high customer satisfaction and operational efficiency.

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

Responsibilities

Ensure frontlines’ skill development and delivery of consistent quality service.

• Monitor and manage partner agent’s quality of service delivery by conducting remote random audits for Call Centre. 
• Conduct random re-audits of partner QA audits to ascertain their actual adherence to Smartcash PSB’s required quality audit process for Back Office, Outbound, Social Media, etc 
• Provide feedback to management on products and services as well as issues affecting customers highlighted from quality monitoring process with a view to improving identified process gaps. 
• Highlight specific trends identified in the Call Centres based on insight from sample audits to ensure the trends are effectively addressed. 
• Follow-up and ensure resolution of customer issues identified during call audits.

Conduct remote random audits for new hires during On-the-Job-Training to determine training effectiveness.

• Conduct remote random audits for new hires during OJT for the Call Centre to determine training effectiveness as well as ensure agents are fit for the job.

Quality Process Management

• Ensure all quality monitoring tools are modified to reflect the required parameters and weightages per LOB.
• Ensure quality feedback is given within specific timelines 
• Monitor partner quality to ensure defined targets are met. 
• Develop objectives for the call center’s day-to-day activities

Communication Management (CCQA)

• Ensure that current and accurate information is sent to frontline on all updates, products and service offerings to ensure the required knowledge is imparted. 
• Inform the front line on all planned and unplanned downtime to manage customers professionally during the period 
• Ensure communication is clear and understandable

Training Management

• Doubt clearing sessions with partner Trainers on products and services. 
• Respond to mails related to training clarification and observations based on customer complaints. 
• Identify training needs and ensure highlighted are covered within defined timelines. 
• Contribute to training content to capture specific gaps. 
• Review training nuggets circulated in the call centers to ensure that information is not misleading.

BPO Calibration

• Conduct calibration sessions with BPO QA and Training to ascertain their understanding, interpretation and adherence in line with expected quality audit process. 
• Ensure training partner adhere and deploy frontline training based on identified and signed-off training needs.

Coordinate scheduling, adherence and implementation of monthly job knowledge quiz

• Coordinate scheduling, adherence and implementation of monthly Job Knowledge Quiz for frontline to continuously ascertain frontline skill/knowledge level. 
• Prepare Job Knowledge Quiz questions and ensure accuracy

Focus Group Support

• Ensure the BPO participates in the focus group sessions 
• Escalate identified issues pending with Smartcash PSB 
• Give feedback on identified issues

Provide intelligence for the creation, modification or cleanup of call tagging categories on the CRM tool.

• Provide intelligence for the creation and cleanup of call tagging categories on CRM tool through intelligence gathered from call audits and calibration process.

Analysis and feedback on top call drivers and repeat call drivers.

• Analysis and feedback on top call drivers and repeat call drivers through intelligence gathered from sample audits. Initiatives on how to reduce top call drivers and repeat calls. 
• Engagement & conversion of Inactive customers and agents

Weekly and Monthly Reports

• Reports on quality audits. 
• Top call drivers and cost analysis.
• Customer satisfaction report.
• Job knowledge quiz training need analysis

Conducting effective resource planning and scheduling to maximize the productivity of resources (people, technology etc.)

Retrieving of calls from ACR on demand for various analysis purposes.

Qualifications

Educational Qualifications 

• B.A. or B.Sc in any discipline 

Relevant Experience & Functional / Technical Skills

• Minimum of 5 years Call Centre background in Banking/Telco/Service industry.
• Proficient in using customer service resolution tools (ACR, SV, ECMS, Maximus) 
• Strong numeric ability
• Knowledge of performance evaluation and customer service metrics 
• Strong Interpersonal Skills & People Centric. 
• Excellent organizational and leadership skills with a problem-solving ability 
• Effective communication skills