Head, Customer & Contact Operations

Actualize Contact Centre Strategy

• Adapt and customize elements of the Customer Contact Experience strategy in line with Airtel Africa’s overall CSD and business strategy.
• Design process for evaluating the return on investments of outsourced processed and technology in use across all business units.
• Evaluate business process Impact and review for critical business decisions and internal process improvement
•  Establish and control Stakeholders process meetings that ensure efficiency across all business units in Contact Experience
• Conduct periodic environmental analysis to determine possible impact on strategy and proffer proactive solutions to mitigate risks and impact. 
• Direct and control process integration amongst internal Business Units in Customer Experience to ensure adherence to value proposition. 
• Design process for channels evaluation for cost optimization

Establishment And Improvement Of Contact Experience Service Levels Agreement,  Operational Processes and Budgetary Controls to Entrench Compliance Across Customer Touch Points (Showrooms, Contact Centers, Self-Care Platforms)

• Identify all stakeholders impacting strategic delivery of Contact Experience Service goals and establish stakeholders periodic meeting
• Institute process meetings for Governance with the end goals of Service Level agreements with all documentation (Standard Operating procedure) including penalties for non- adherence duly signed.
• Clearly provide process manuals across all touch points to ensure consistency of service (Showrooms, Contact Centers, Self-care platforms) 
• Create a tracking and monitoring process for Service levels and Budgetary adherence
• Review, analyze and monitor actual expenses from budget and seek clarification in case of deviations
• Conduct periodic reviews of all Service Level agreements to identify possible process improvements.
• Provide MIS report to aid business decision making

Self-Experience Platforms

• Design and map local expectations
• Ensure customization of standard platforms as recommended to reflect local realities and create an all-encompassing platform
• Ensure continual service improvement by identification of innovative opportunities to drive the expansion and use of self-service platforms or influence creation of such.
• Increase self-service base
•  Improve IVR resolutions
• Reduce repeat calls, cost per customer, and complaints.
• Maintain SLAs & Average Handling Time.

Build a Capable and Motivated Team 

• Recruit the right talent in consultation with function head, as per defined recruitment guidelines
• Develop and motivate team members through structured training and on the job coaching
• Establish performance expectations and regularly review individual performance
• Recommend appropriate rewards and recognition

Partner Management

• Conduct products review and ensure product design standards are met.
• Develop governance model according to business process agreement and ensure adherence.
• Create dashboard of all partner parameters to indicate performance levels.
• Conduct monthly and quarterly business reviews to ensure business efficiency and delivery on outsourcing targets. 
• Ensure compliance with applicable regulations and monitor availability of all relevant documentation, across relevant touch points to meet compliance requirements.

Educational Qualifications  

• BSc/BA in any discipline
• An MBA will be an added advantage
• Professional qualifications in Customer Service & Quality Management is desirable

Relevant Experience  & Functional / Technical Skills

• Minimum of 10 years’ experience in service industry with at least 3 years as operations manager of any Voice Call Centre preferably Telecoms Industry.
• Working knowledge of Quality Management Systems including, Lean, Six Sigma and continuous Improvement programs.
• Customer Relationship Management Skills
• Strong communication skills
• Strong Interpersonal Skills & People Centric.
• Strong stakeholder Management skills
• Project Management Skills & Time Management