Job Vacancy at Airtel Nigeria

Please check your E-mail inbox or spam to confirm.

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-center 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.

JOIN US FOR MORE ON:
or

Airtel Nigeria is currently recruiting interested and qualified candidates for a managerial position in the organization. The company whose product offerings include 2G, 3G and 4G wireless services, mobile commerce, and enterprise services.

Applications are invited from interested and qualified candidates to apply for the job Vacancy at Airtel Nigeria.

Lead, Automation and Self-Service

Job Specifications:

  • Full Time
  • Required Qualifications: BA/BSC/HND
  • Location: Lagos | Nigeria.
APPLY ALSO: Client Service Officer at Citibank

Job Description:

  • The role is responsible for developing and managing robust, scalable alternate cheap/zero rated customer self-service channels.
  • Focusing on customer empowerment, business intelligence and analysis on alternate channels to ensure increased customer usage and to drive initiatives that increase usage on services available with minimum human interaction.
  • Constant modification and optimization of all alternate self-service channels based on business needs and customer behavioural indicators.

Key Accountabilities

Reduce cost to serve:

  • Conceptualization, development, and implementation of the self-service applications over Web, IVR & SMS to reduce call volumes into the call center.
  • Leverage existing self-service product enhancement & maintenance.
  • Highest escalation level in circle in the operational workflow for IT issues.
  • Control application design and plan product versions control

Develop content and menu modifications for enhanced experience on the IVR, USSD and Web self-care platform:

  • Develop menu trees for modification and customer experience enhancement on the IVR and USSD platforms
  • Implement changes on the platforms to address product and service changes for IVR, USSD and Web self-care
  • Ensure content across all platforms address call drivers into the call center
  • Overhaul of menus on both IVR and USSD to address audio quality and content

Ensure increased Utilization of Self-service Channels leading to reduction in calls to the call center (IVR, USSD, Web self-care):

  • Provide options to activate/deactivate services on the IVR
  • Provide clear and concise messages on the channel
  • Ensure menu design will provide ease of usage on the channel
  • Ensure content addresses call drivers into the call center
  • Manage and modify menu trees in line with dynamic market trends
  • Continuously drive usage via BTL campaigns with social media campaigns as lead alongside SMS campaigns (Local language and English) OBD campaigns.
  • Manage Content and experience on the platform
  • Provide service fulfilments options on the platform
  • Drive utilization of the portal via BTL campaigns.

Application Access Management

  • Creation of accesses for staff to all CRM and Billing applications
  • Validation of users across the business with access to CRM and Billing applications
  • Manage Attrition tracker for CEX ad showrooms
  • Deletion of accesses to CRM and Billing applications
  • Password and access management.
APPLY ALSO: Job Vacancy at Promasidor

Generate monthly activity and traffic reports for self-service (IVR and USSD) for the purpose of tracking and enhancing customer experience:

  • Generate daily, weekly, and monthly reports for tracking customer activity and enhancing customer experience on the IVR and USSD
  • Periodic (Monthly Quarterly) audits across all platforms.
  • Manage versions of call flows for IVR and menu trees for USSD
  • Ad-hoc audio recordings for special announcements.

Policy and change management for applications:

  • Develop policies which govern modifications and utilization on all self-service applications
  • Application change management.

Qualifications and Requirements:

  • Bachelor’s in any Degree
  • 5 Years working experience
  • CBAP is an added advantage
  • CRM & Workflow Implementation experience.

Skills & Competencies:

  • Quality Management Skill
  • IT skill.

How to Apply

Qualified and interested candidate should Apply by Clicking the Button below.

Note

  • Only shortlisted candidates will be contacted
  • We are an equal opportunity employer and value diversity. We therefore do not discriminate against applicants based on, among others, their race, disability, religion or gender. All employment opportunities are decided based on qualifications, merit, and business need.

CLICK HERE TO APPLY

FREE ACCESS: How to run and manage Facebook, Instagram Ads: Meta Business Management

Free Meta Business Management Course


DISCLAIMER: Do not pay or release sensitive financial details to any organizer/recruiter unless futher verified from your end.
Easter Hunt Sale
Easter Sale
Othuke Veno

About the Author: Othuke Veno

Metallurgical & Material Engineer, Content Creator, Federal University of Technology Akure. Join me on Twitter.

Got a question/Suggestion? Let's talk!

LATEST OPPORTUNITIES:

🕛 Jan 03, 2023
Mo Ibrahim Foundation 2023 Masters Scholarships for African Students
in Masters Programs | for Africans

🕛 Jan 04, 2023
Immerse Education Essay Competition 2023
in Essay Contests & Prizes | for Secondary Sch. Leavers

🕛 Jan 04, 2023
University of Oxford Skoll Scholarship for Postgraduate Students 2023 ( Fully Funded )
in Masters Programs | for Post Graduates

🕛 Jan 05, 2023
Stanbic IBTC 2022 FUZE Festival for Fashion Designers & Tech Innovators (win N32m grand prize)
in General Competitions | for Nigerians

🕛 Jan 07, 2023
Erasmus Mundus GLOCAL Scholarships 2023-2024 for International Students
in Masters Programs | for Post Graduates

🕛 Jan 09, 2023
Les Margaret 2023 Awards for Women Entrepreneur
in Awards & Prizes | for Entrepreneurs

🕛 Jan 09, 2023
UNICEF Venture Fund for frontier tech solutions (US$100K in equity-free investments)
in Grants & Fundings | for Organizations

🕛 Jan 10, 2023
Commonwealth 2023 Blue Charter Project Incubator for Climate/Ocean Innovation
in Grants & Fundings | for Entrepreneurs

🕛 Jan 10, 2023
Open for Entries: World Press Photo 2023 Contest for Photographers
in General Competitions | for Photographers

🕛 Jan 10, 2023
Queen Elizabeth Commonwealth Scholarships 2023
in Masters Programs | for Graduates

3 4 5 6 7 8 9 10 11 12 13 14