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Customer Experience Lead – Airtel Nigeria

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4 months ago

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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

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Qatar Airways Recruitment for Sales Manager

Published

1 month ago

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September 25, 2025

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Qatar Airways Recruitment for Sales Manager

Job Title: Sales Manager
Job ID: 227008
Location: Abuja
Job Family: Corporate & Commercial

Job Description

Qatar Airways is seeking a highly skilled and motivated Sales Manager to join our team in Lagos, Nigeria. The successful candidate will lead dynamic sales teams across multiple territories, driving growth through strategic account management, new business development, and optimization of resources to exceed commercial targets.

Key Responsibilities

  • Provide strategic leadership for sales teams in assigned territories, defining approaches to maximize revenue through partnerships and commercial actions.

  • Design and execute sales plans to strengthen Qatar Airways’ market presence in collaboration with regional and head office stakeholders.

  • Align distribution channels with Qatar Airways’ distribution strategy for optimal impact.

  • Develop and implement B2B sales strategies to grow revenue from existing clients and secure new business opportunities.

  • Create and execute local sales incentive strategies aligned with short- and medium-term business objectives.

  • Review market intelligence, data, and trends to identify tactical revenue opportunities.

  • Act as the Customer Champion in assigned territories, ensuring customer service excellence and enhanced sales through value-added partnerships.

  • Negotiate B2B agreements, including commissions, corporate contracts, PLBs, and JMFs.

  • Deliver sales targets and KPIs while managing expenditure budgets for maximum ROI.

  • Strengthen Qatar Airways’ brand presence by working closely with digital and marketing teams.

  • Build and maintain high-level relationships with key stakeholders, including governments, diplomatic missions, airports, and industry bodies.

  • Ensure compliance with company policies and represent Qatar Airways legally in assigned markets.

Qualifications & Experience

  • Bachelor’s Degree or equivalent.

  • Minimum of 7 years’ sales experience, with extensive commercial knowledge of the Nigerian market.

  • Strong background in airline sales, including use of airline business tools and product selling.

  • Proficiency in preparing reports on sales performance and market trends.

  • Excellent knowledge of GDS systems, ticketing, and travel industry sales.

  • Proven experience in planning, budgeting, and achieving revenue targets.

  • Strong leadership skills with the ability to motivate and guide sales teams.

  • Demonstrated success in building and maintaining client and partner relationships.

  • Ability to analyze market and competitor activity to inform strategy.

Why Join Us?

At Qatar Airways, your ambition, skills, and imagination have no limits. We offer infinite opportunities to grow, tackle exciting challenges, and shape the future of global aviation. With us, the impossible is only the beginning.

Application Deadline: 5th October, 2025

How to Apply:
Interested and qualified candidates should click the link below to apply.

[Click here to apply]

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Mondelez International Recruitment for Operator

Published

1 month ago

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September 25, 2025

By

Mondelez International Recruitment for Operator

Mondelez International, Inc. is a global leader in snacking, empowering people to snack right in over 160 countries. We are home to iconic brands such as Oreo, belVita, LU, Cadbury Dairy Milk, Cadbury Bournvita, TomTom, Clorets, and Trident gum. With over 90,000 colleagues worldwide, we thrive on the strength of our people and our brands.

We are recruiting to fill the position below:

Job Title: Operator
Job Requisition ID: R-128678
Location: Lagos
Employment Type: Full-time (Hybrid)

Job Summary

As an Operator, you will play a vital role in ensuring the smooth running of our production processes. With guidance and coaching, you will operate and maintain equipment to meet safety, quality, cost, delivery, sustainability, and morale objectives. You will follow standard work processes using Autonomous Maintenance (AM) and Progressive Maintenance (PM) practices, while adhering to safety procedures and carrying out quality assurance checks. You will also identify and report operational losses in your area of responsibility.

What You Will Bring

  • A strong desire to grow your career and contribute to the future of snacking.

  • Experience or willingness to learn machine operations with coaching.

  • Knowledge of safety and quality standards in machine operation.

  • Ability to collaborate effectively in a diverse work environment.

  • Proficiency in reading, writing, and communication in the relevant language at the site.

Qualifications & Experience

  • Minimum of a National Diploma or NABTEB in Mechanical, Electrical, Quality Analysis, Science Laboratory Technology, or Food Science Technology from a recognized institution.

  • At least 2 years’ experience in a manufacturing plant.

  • Demonstrated ability to learn quickly and take responsibility for actions.

  • Must be accountable, adaptable, collaborative, and maintain integrity.

Application Deadline: 29th September, 2025

How to Apply:
Interested and qualified candidates should click the link below to apply.

[Click here to apply]

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business

Discover Life-Changing Digital Products You Can Buy on Selar Today

Published

1 month ago

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September 24, 2025

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In today’s fast-paced world, knowledge truly is power. The people who thrive are those who continuously invest in themselves. Whether you want to learn a new skill, start a side hustle, improve your finances, or build a healthier lifestyle, the right digital product can open doors to opportunities you never imagined.

That’s why millions of smart people across Africa and beyond are choosing Selar—one of the largest digital product marketplaces. From ebooks, online courses, masterclasses, templates, business blueprints, and more, Selar gives you access to tools that can transform your life.

Why You Should Invest in Digital Products

  1. Instant Access – No waiting, no shipping delays. Get your product immediately and start applying what you learn today.

  2. Affordable Learning – Instead of wasting years figuring things out, you can gain insights directly from experts who have already succeeded.

  3. Proven Results – Every product is created by professionals with strategies and methods that have worked for them—and will work for you too.

  4. Lifetime Value – Buy once and keep coming back. You can re-learn, refresh, and apply the knowledge whenever you need it.

Who Needs These Digital Products?

These products are designed for:

  • Business owners who want to increase sales, attract more customers, and scale their operations.

  • Students and young professionals looking to master in-demand skills like digital marketing, UI/UX design, forex trading, or freelancing.

  • Entrepreneurs eager to discover profitable side hustle opportunities.

  • Anyone who wants to grow in health, wealth, and personal development.

How to Get Started on Selar

  1. Choose a Product – Below is a carefully selected list of high-value digital products that have helped thousands of people.

  2. Click the Link – Each product includes a direct link to purchase securely via Selar.

  3. Start Learning & Applying – You’ll gain instant access so you can begin your journey right away.

Recommended Digital Products You Can Buy Today

Here are some of the top digital products available now:

Final Thoughts

Investing in the right digital products can change your life, career, and finances. Instead of spending years figuring things out on your own, you can leverage the wisdom of experts and start seeing results faster.

Don’t wait—take action today. Each product listed above is designed to equip you with skills, knowledge, and opportunities that will continue to pay off for years to come.

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