Contact Experience Manager at Airtel

Key Responsibilities

 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.

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.

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.

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

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.

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.

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.