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AIRTEL CALL CENTRE

 

Call Centre Operations Lead

Closes : March 28, 2025
  • Full Time
  • Lusaka 




  • application have been opened

Airtel

DEPARTMENT : Customer Experience

VACANCY : Call Centre Operations Lead

LEVEL : Assistant Manager

LOCATION : Lusaka, Head Office

JOB PURPOSE

Responsible for overseeing the daily operations of a call center, ensuring efficient and effective customer service delivery

WE ARE ALSO LOOKING FOR GENERAL WORKERS REQUIREMENT SHOULD BE HARD WORKING PERSON APPLY HERE 👇🏽

Click the button below to apply now 

APPLY NOW


CORE RESPONSIBILITIES ARE:

1.] Strategic Planning.

  • Develops and implements business strategies to achieve call center goals and objectives

2.] Team Management.

  • Supervises and motivates call center agents, team leaders, and support staff
  • Tracks key performance indicators (KPIs), such as call volume, resolution rate, and customer satisfaction.
  • Manages agent scheduling, staffing, and workforce planning

3.] Quality Assurance

  • Ensures high-quality customer interactions through call monitoring, feedback, and coaching
  • Identifies and implements process improvements to increase efficiency and reduce costs.

4.] Customer Service.

  • Ensures excellent customer service delivery, addressing customer complaints and concerns.

5.] Reporting and Analytics

  • Analyzes data and provides insights to stakeholders for business decision-making.

6.] Compliance and Risk Management

  • Ensures adherence to regulatory requirements and minimizes risk.

 

REQUIREMENTS

 

Educational Qualifications & Functional / Technical Skills

  • Bachelor’s degree, preferable in Technology or Business Administration
  • Relevant exposure to Social Media with Hands-on experience on Facebook and Twitter.
  • Exposure to Service Technology – CCT, CRM, BPO application stack, Billing

Relevant Experience:

  • 5 years of experience in a call centre and 2 years in a Supervisory role
  • Telecom experience will be an added advantage
  • Conflict Resolution
  • Process Development of call center processes and procedures

COMPETENCIES REQUIRED FOR THE POST:

  • Excellent and effective communications skills, both orally and in writing
  • Strong stakeholder engagement
  • Empowering full work responsibility to achieve business target

 WE ARE ALSO LOOKING FOR GENERAL WORKERS REQUIREMENT SHOULD BE HARD WORKING PERSON APPLY HERE 👇🏽

Click the button below to apply now 

APPLY NOW

CLOSING DATE:

 

Suitable candidates are requested to apply by sending through their CV’s The closing date for receiving applications is 28th march 2025. Kindly ensure you state the position you are applying for in the subject field.

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, ethnic grouping.

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Click the button below to apply now 

APPLY NOW

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