Lead, Automation and Self-Service at Airtel

Job Purpose

• The role is responsible for developing and managing robust, scalable alternate cheap/zero rated customer self-service channels. 
• Focusing on customer empowerment, business intelligence and analysis on alternate channels to ensure increased customer usage and to drive initiatives that increase usage on services available with minimum human interaction.
• Constant modification and optimization of all alternate self-service channels based on business needs and customer behavioural indicators.

Key Accountabilities
Reduce cost to serve:

• Conceptualization, development, and implementation of the self-service applications over Web, IVR & SMS to reduce call volumes into the call center.
• Leverage existing self-service product enhancement & maintenance.
• Highest escalation level in circle in the operational workflow for IT issues.
• Control application design and plan product versions control

Develop content and menu modifications for enhanced experience on the IVR, USSD and Web self-care platform:

• Develop menu trees for modification and customer experience enhancement on the IVR and USSD platforms
• Implement changes on the platforms to address product and service changes for IVR, USSD and Web self-care
• Ensure content across all platforms address call drivers into the call center
• Overhaul of menus on both IVR and USSD to address audio quality and content

Ensure increased Utilization of Self-service Channels leading to reduction in calls to the call center (IVR, USSD, Web self-care):

• Provide options to activate/deactivate services on the IVR
• Provide clear and concise messages on the channel
• Ensure menu design will provide ease of usage on the channel
• Ensure content addresses call drivers into the call center
• Manage and modify menu trees in line with dynamic market trends
• Continuously drive usage via BTL campaigns with social media campaigns as lead alongside SMS campaigns (Local language and English) OBD campaigns.
• Manage Content and experience on the platform
• Provide service fulfilments options on the platform
• Drive utilization of the portal via BTL campaigns.

Application Access Management

• Creation of accesses for staff to all CRM and Billing applications
• Validation of users across the business with access to CRM and Billing applications
• Manage Attrition tracker for CEX ad showrooms
• Deletion of accesses to CRM and Billing applications
• Password and access management.

Generate monthly activity and traffic reports for self-service (IVR and USSD) for the purpose of tracking and enhancing customer experience:

• Generate daily, weekly, and monthly reports for tracking customer activity and enhancing customer experience on the IVR and USSD
• Periodic (Monthly Quarterly) audits across all platforms.
• Manage versions of call flows for IVR and menu trees for USSD
• Ad-hoc audio recordings for special announcements.

Policy and change management for applications:

• Develop policies which govern modifications and utilization on all self-service applications
• Application change management.

Education & Experience

• Bachelor's in any Degree
• 5 Years working experience
• CBAP is an added advantage
• CRM & Workflow Implementation experience.

Skills & Competencies:

• Quality Management Skill
• IT skill.