Customer Experience Director at Airtel Zambia

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DEPARTMENT: Customer Experience

VACANCY: Customer Experience Director

LOCATION: Lusaka, HQ

JOB PURPOSE:

Plan and Implement Customer Experience Strategy and drive service engagement to attain best customer experience leadership and service cost efficiency across Zambia.

REPORTING TO THE MANAGING DIRECTOR – THE MAIN RESPONSIBILITIES WILL BE;

  • Develop and implement the Customer Experience Strategy in line with the local regulatory environment and overall Group Strategy.
  • Effective partner Governance by managing and involving BPO partners in meeting customer experience KPIs in ensuring excellent quality of service through SLAs.
  • Manage the service opex efficiency by cost optimization.
  • Implement and Manage Technology Stack and enhance Self-care penetration for customers and retailers across multiple channels.
  • Q0S adherence of KYC, Communication & Call centre.
  • Ensure Retail Experience KPIs are satisfactory.
  • Manage and maximize overall customer satisfaction score and enhancement.
  • Build and maintain a capable and motivated team in Customer Experience Delivery to create a high performing team.
  • Ensure adherence to processes and policies as required.
  • Manage critical projects in collaboration with internal and external stakeholders.

REQUIREMENTS

Educational Qualification & Functional/Technical Skills

  • Any Business or management university degree and MBA in Management.
  • 12-15 years with a minimum of 5 years in a management role preferably within the Telecoms or Service industry as well as BPO experience is required.

Other requirements

  • Ability to lead critical projects.
  • Strong Analytical Ability.
  • Strong Interpersonal Skills & People Centric.
  • Managing diverse large teams, Team profile sensitivity.
  • Managing diverse large processes.
  • Service orientated.
  • Technology Savvy.
  • Vendor Management Skills.

How to Apply

Suitable candidates are invited to apply by sending through their CV’s to jobs@zm.airtel.com. Closing date for applications is Friday, 29th November 2019.

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