Contact Centre Executive – SmartCash PSB at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company’s product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

We are recruiting to fill the position below:

Job Title: Contact Centre Executive – SmartCash PSB

Location: Lagos, Nigeria
Job type: Full-time

Job Purpose

• The role holder will have the responsibility of ensuring delivery of consistent quality service in the contact centre.

Key Accountabilities

• 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 processBack 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.
• Conduct remote random audits for new hires for the Call Centre to determine training effectiveness as well as ensure agents are fit for the job.
• Ensure all quality monitoring tools are modified to reflect the required parameters and weightages per LOB.
• Ensure that current and accurate information is sent to frontline on all updates, products, and service offerings to ensure the required knowledge is imparted.
• Doubt clearing sessions with partner Trainers on products and services.
• Coordinate scheduling, adherence, and implementation of monthly Job Knowledge Quiz for frontline
• Provide intelligence for the creation, modification, or clean-up of call tagging categories on the CRM tool.
• Conducting effective resource planning and scheduling to maximize the productivity of resources (people, technology etc.)

Education & Experience

• Bachelor’s Degree in any discipline
• 2-3 years Call Centre background in Banking/Telco/Service industry.

Skills & Competencies:

• 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
• Clear in communication, both written and verbal.
• Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
• Knowledge of business process re-engineering principles and processes.

Application Closing Date
Not Specified.