Job Opportunity at Airtel Nigeria – Lead, Customer Experience
Location: Lagos
Job Type: Full-Time
Job ID: 522
Application Deadline: July 17, 2025 | 01:38 PM

About Airtel Nigeria:
Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications provider in Nigeria, with its headquarters in Lagos. As one of the top four mobile service providers in the country, Airtel serves over 39.8 million subscribers with services ranging from 2G, 3G, and 4G wireless networks to mobile commerce and enterprise solutions.

Position Overview: Lead, Customer Experience

We’re seeking a seasoned and strategic Customer Experience Leader to manage our Call Centre operations, drive quality assurance, and deliver best-in-class service across all touchpoints. This role will oversee the governance and performance of our outsourced call center partners (BPOs) and ensure seamless support delivery in alignment with Airtel’s brand promise.

Key Responsibilities

Call Centre & BPO Governance

• Supervise daily operations across inbound, outbound, enterprise, and mass-market desks.

• Monitor KPIs: SLA, AHT, FTR, Repeat, Abandon Rate.

• Enforce policy and process compliance across all BPO locations.

• Maintain regular communications and host performance reviews with BPO partners.

• Lead feedback loops with agents based on Voice of Customer (VOC) data.

• Validate BPO invoices and ensure accurate billing.

Quality Management

• Define and implement quality standards based on Airtel Group policies.

• Drive partner adherence to Smartcash PSB quality frameworks.

• Coordinate calibration sessions to align customer service expectations.

• Enforce sanctions for non-compliance and process breaches.

• Monitor agent-level performance and quality audits (JKQ scores).

Escalation and Compliance

• Serve as first-line contact for BPO escalation.

• Liaise with internal departments to resolve process failures.

• Ensure compliance with IT access and fraud control protocols.

• Oversee access creation/deletion for agents and CUG line management.

Training & Onboarding

• Oversee induction and refresher training for all call center agents.

• Conduct Training Needs Analysis (TNA) based on Root Cause Analyses (RCA).

• Validate training content and delivery methodology.

• Monitor agent readiness and certification before deployment.

• Support Training of Trainers (ToT) and hub-level onboarding alignment.

Recruitment & Certification

• Audit and validate call center recruitment processes.

• Ensure only certified agents go live on customer calls.

• Approve NHIP effectiveness and application ID creation for certified agents.

• Maintain compliance with Smartcash PSB recruitment policies.

Qualifications

Education & Certification

• BSc or MSc in a relevant field

• ITIL Certification (required)

Experience

• 8–10 years in customer service, including 3+ years in a managerial role

• Strong background in call center operations and vendor management

• Proficient in quality management and business analytics

Skills & Competencies

• Strong leadership and team management abilities

• Exceptional communication and reporting skills

• Survey and research expertise

• High attention to detail

• Proficient in English and data analysis tools

Application Instructions

To apply, click here
 Deadline: July 17, 2025 | 01:38 PM