Jobs at Airtel

Job Identification: 522

Job Description

• The role is responsible for the governance, managing the relationships, interface and process compliance of the 3 Call Center BPOs.
• Ensure training of all customers facing staff by identifying frontline skill gaps/training needs based on laid down performance evaluation matrixes as well creating a seamless flow for resolving all Retailers and CP issues escalated to the Call Center.
• Provides critical management reports and insights from customer feedback to influence overall customer and product strategies.
• Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
• BPO invoice validation to ensure appropriate bill is being remitted.

Responsibilities
Call Centre BPO Governance:

• Call Centre Monitoring and governance to ensure proper implementation of CC strategies: 
• Inbound & Trade Operations. 
• High Value and Enterprise Desks. 
• Mass & Mid Value. 
• Close Loop and Outbound Operations. 
• Performance monitoring for CC KPI. 
• Adherence − SL, AHT, ABD, FTR, Repeat. 
• BPO invoice validation to ensure appropriate bill is being remitted. 
• Ensuring implementation and adherence to the Airtel code of Conduct. 
• Tracking the adherence level of all new launches changes in the CC and highlight visible gaps for improvement. 
• Monitoring BPO Quality of services through Quality scores and JKQ scores. 
• Monthly headcount monitoring. 
• Effective communication with Partners through information dissemination to the entire frontline via CCQA. 
• Single point contact for process owners - to communicate and implement processes 
• Call handling scripts - New / Modifications.
• Execution of Customer Feedback campaigns from the various customer touch points; this provides business intelligence, competition intelligence etc., providing NPS and CSAT scores to help with process improvement in the CCs.
• Communicate Business rules, policy change/modification etc.
• Monthly meetings with the partners to review the KPIs, check progress on agreed deliverables as per previous MBRs.
• Bi- Monthly focus group sessions with CC agents for process correction and clarification based on VOC.
• Continuous Call Centre improvement

Define And Implement Quality Standards in Line with Group Parameters:

• Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
• Coordinate calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
• Ensure audit at agents’ level to check the efficacy of information being cascaded by the customer facing CC agents.
• Follow up with process correction based on VOC.
• Close loop with partner on any open issue with regards to process failure.
• Ensure calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
• Implement sanctions on defaulters where processes have been breached

Escalations, Access Management & Control:

• First point of contact for the BPO partners. 
• Escalate process failures to process owners for immediate resolution. 
• IT /FRUAD SPOC for compliance monitoring & adherence to access management. 
• Ensure access creation for all new agents, deletion of exiting agents ID's and CUG lines 

Training:

• Ensure NHIP (New Hire Induction Program) training is carried out for CC agents.
• Ensure knowledge of frontline staff on all products and services.
• Drive the identification of frontline skill gaps/training needs based on laid down performance evaluation matrices.
• Review and align training content and determine the most effective mode of delivery for all frontline staff. Validation of the training content - First time & ongoing basis.
• TNA to be validated and signed off based on the outcome of the RCA's that is carried out on any critical Quality KPI's.
• Track and monitor the adherence to the Fresh & refresher Training monthly.
• Monitor the Measure of Success post all the Fresh / Refresher training done.
• Co-ordinate with Hub training SPOC to get the fresh training module created and conduct the training for TTT.
• Check the level of information dissemination on any new product launch / process etc. (Floor Check post self-certification of the partner)
• Ensure adequate JKQ is conducted as per laid down process

Recruitment & Certification:

• Certification and Validation of CC recruitment process by carrying out various audits. 
• Validation and audit will be carried out in the certification process. 
• Validate and approve the list of certified agents for creating the application login IDs. 
• Monitoring during the OJT period of the new agents and ensure they do not pick live customers’ calls. 
• Ensure full compliance with the recruitment guidelines specified by Smartcash PSB. 
• Validation and audit to be carried out on the recruitment process. 
• Random audit on the interviews and share feedback for corrections. 
• Ensure non-certified agents are not allowed on the floor to pick up calls. 
• Monitoring during the OJT period of the new agents and ensuring they do not pick up live customers’ calls. 
• NHIP process validation and approvals by ensuring the effectiveness of the NHIP process at all CC locations. 

Qualifications
Educational Qualifications & Functional / Technical Skills:

• MSc / Bachelor's Degree.
• ITIL Certification

Relevant Experience:

• 8-10 years of solid customer service experience, 3 of which must be in a management position
• Working/worked in a Call Centre environment
• Quality Management Skills
• Deep knowledge of Business Analytics

Other Requirements:

• Excellent command of the English language
• Survey and Research Skills
• Excellent organisational, communication, and attention to detail skills.
• Advanced reporting skills
• Ability to manage large teams.

go to method of application »

Job Identification: 523

Job Description
The job role is responsible for:

• Passive & Active contract Governance, monthly/quarterly Towerco reconciliation and SLA compliance, Towerco payment and penalty as per contract
• Formulation and implementation of YOY war on waste initiatives for Opex savings
• Generation of daily reports of failures exceeding contractual SLAs and KPI
• Follow up on major escalated failures impacting network KPIs until resolution

Responsibilities
Operations:

• Validate and Audit the processes and procedures across strategic operation partner (passive and active)
• Track SLA with strategic and non-Strategic partners to ensure compliance and impose penalty where applicable.
• Provide technical governance with all strategic partners.
• Drive all partners in forecasting and implementation of all infra deployments and implementations
• Effectively manage Spare Process within the operations to ensure sustained network KPIs.
• Supervise all special events projects like improvement drives, festival target optimization (Charismas, EID & New Year etc), Bombed/burnt sites restoration.
• Project manage MS transition.
• Follow up on the reported problems
• Ensure that all the service providers strictly follow the SLA and report any deviation.
• Provide regular update on the state of the network
• Sign off all network outages

Preparation and management of annual operating plans OPEX (AOPs) for all active and passive network systems:

• Prepare Annual War on Waste Strategy for implementation for Opex savings 
• Compilation for active and passive requirement for Airtel Nigeria for Network Operations 
• Prepare annual budget for additional spares based on network dimension 

Reporting & Supervision:

• Provide Emergency/Monthly/weekly network reports
• Measure Towerco SLAs as per contract and report variance for penalty imposition.
• Measure KPIs of the Networks and report variance
• Monitor Network node availability
• Ensure adherence to SLA where necessary to ensure Airtel interest is not jeopardize at all times.

Dimensions:

• Managing Business partners: All passive, Towerco, and all active OEMs

Qualifications
Educational Qualifications & Functional / Technical Skills:

• Bachelor’s Degree or HND in Engineering or any related applied science field

Relevant Experience:

• At least 5years Networks Operational experience in GSM environment.
• Technical knowledge of contract governance 
• Expert knowledge of reporting and data analyst skills.
• Basic troubleshooting skills on Network Elements
• Experience in different vendors areas such Nokia, Huawei, ZTE etc.
• Experience in different Towerco management such as ATC, I H S, PAT etc.

go to method of application »

Job Identification: 524

Job Description

• The Accounts Payable Officer is responsible for managing and processing the company’s outgoing payments in an accurate, timely, and compliant manner.
• This includes verifying vendor invoices, preparing payment schedules, reconciling accounts, as well as maintaining strong internal controls to support Smartcash PSB’s financial integrity and regulatory compliance.

Responsibilities

• Review and process all vendor invoices, staff retirements, and payment requests in line with internal policies and regulatory requirements (e.g. CBN, NDIC).
• Ensure timely and accurate preparation of payment vouchers, bank transfers, and cheques.
• Maintain the accounts payable ledger, ensuring proper classification and documentation of all expenses.
• Reconcile vendor statements and resolve any discrepancies with suppliers and internal departments.
• Assist in month-end and year-end closing activities, including accruals and audit schedules.
• Monitor compliance with approved budgets and escalate variances where necessary.
• Collaborate with procurement and other departments to ensure proper documentation and approvals.
• Maintain proper records of withholding taxes and ensure timely remittance to FIRS and relevant state tax authorities.
• Support internal and external audits by providing required documentation.
• Participate in process improvements to increase efficiency and strengthen internal controls.

Financial Dimensions

• Payment accuracy rate-98%
• Cost control

Other Dimensions:

• Timeliness and accuracy of payment processing
• Number of payment or posting errors
• Vendor and tax compliance rate
• Aging of account payable.

go to method of application »

Job Identification: 525

Job Description

• The purpose of this job is to manage the Regional Enterprise subscriber base (SME, Corporates & Enterprise) for both GSM & Non GSM Services in the assigned zone with the aim of increasing revenue and subscriber count, while reducing churn, as well as ensuring collections on debt for both GSM and Non GSM services provided

Responsibilities
Collection and Revenue Assurance:

• Ensure customers’ bills are promptly delivered within 7 days of bill run
• Prepare special bills/statements in customer specific format -
• Liaise with HQ CRM & Finance for the preparation that will aid collection
• Engage customers for collection and follow up with CA for posting of direct transfers
• Provide weekly update of account records to ensure correct details of customer postal address, email etc. for accurate dispatch
• Bill collection via engaging customers to make payment (etransfer, cheque or cash)
• PTP (Promise To Pay) Customer management

Service Activation Experience:

• Visit Clients on prospective calls with Key Account Manager
• Provide welcome letters and calls to customers across all sectors – SME, Corporate, Enterprise
• Work with Key Account Managers to push Enterprise activations in the assigned zones
• Follow through with activation, migration and deployment of service once sale has been concluded
• Perform Customer Onboarding exercise for all new accounts
• Activate additional services

Service Experience & Assurance:

• Close out all provisioning requests within SLA and priority resolution to all Enterprise accounts
• Conduct weekly calls/visits, crop calls and health checks on assigned customers
• Liaise with HQ CRM & Finance teams to ensure accuracy of tariffs and bills of customers; ageing analysis, dunning cycle etc.
• Liaise with Network team regularly to help ensure Network availability to all SME, Corporate Enterprise customers
• Resolve all escalated queries within SLA

Service Recovery:

• Monitor customer behavior through lifecycle reporting and analysis.
• Identify customers’ pain points and review with Process Owners to enable correctives.
• Coordinating with various depts. to ensure timely resolution -Monitoring SLA adherence of all cross-functional departments
• Conduct root cause analysis on customer complaints and highlight the same to the functional heads.
• Strategize, implement & control various initiatives for customer complaint reduction & retention.

Customer & Service Retention:

• Organize Service Camps in organizations to drive customer experience
• Upsell exceptional customer service as benefit to prospects
• Ensure proper dunning cycle
• Conduct quarterly ''Thank you'' forums for customer loyalty
• Ensure the delivery of new offers, promotions, and giveaways to the customers on time.
• Drive customer enlightenment on tariff class, services assigned to accounts, benefits and redemption of loyalty items.

Qualifications
Educational Qualification:

• Bachelor's Degree in a Social Sciences discipline 

Relevant Experience & Technical Skills:

• 3-5 years of Customer service experience (Experience working in a customer facing role is a must)
• Excellent organizational, communication skills, and attention to detail
• Advanced proficiency in Microsoft Word and Excel
• Project management skills will be an advantage
• Ability to build strong working relationships, internal and external to the organization.
• Good analytical and numerical skills
• High level of discretion
• Must demonstrate interpersonal savvy with the ability to maneuver through complex situations effectively while building constructive relationships
• Ability to build partnerships in a matrix organizational environment.