- Contents
- Open Jobs
- Lead, Customer Experience
- Operations Reporting Analyst
- Accounts Payable Officer
- Enterprise Relationship Executive
-
Method of Application
Jobs at Airtel
Lead, Customer Experience
- Job Type Full Time
- Qualification BA/BSc/HND , MBA/MSc/MA
- Experience 8 – 10 years
- Location Lagos
- Job Field Customer Care 
Job Identification: 522
Job Description
- The role is responsible for the governance, managing the relationships, interface and process compliance of the 3 Call Center BPOs.
- Ensure training of all customers facing staff by identifying frontline skill gaps/training needs based on laid down performance evaluation matrixes as well creating a seamless flow for resolving all Retailers and CP issues escalated to the Call Center.
- Provides critical management reports and insights from customer feedback to influence overall customer and product strategies.
- Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
- BPO invoice validation to ensure appropriate bill is being remitted.
Responsibilities
Call Centre BPO Governance:
- Call Centre Monitoring and governance to ensure proper implementation of CC strategies:
- Inbound & Trade Operations.
- High Value and Enterprise Desks.
- Mass & Mid Value.
- Close Loop and Outbound Operations.
- Performance monitoring for CC KPI.
- Adherence − SL, AHT, ABD, FTR, Repeat.
- BPO invoice validation to ensure appropriate bill is being remitted.
- Ensuring implementation and adherence to the Airtel code of Conduct.
- Tracking the adherence level of all new launches changes in the CC and highlight visible gaps for improvement.
- Monitoring BPO Quality of services through Quality scores and JKQ scores.
- Monthly headcount monitoring.
- Effective communication with Partners through information dissemination to the entire frontline via CCQA.
- Single point contact for process owners – to communicate and implement processes
- Call handling scripts – New / Modifications.
- Execution of Customer Feedback campaigns from the various customer touch points; this provides business intelligence, competition intelligence etc., providing NPS and CSAT scores to help with process improvement in the CCs.
- Communicate Business rules, policy change/modification etc.
- Monthly meetings with the partners to review the KPIs, check progress on agreed deliverables as per previous MBRs.
- Bi- Monthly focus group sessions with CC agents for process correction and clarification based on VOC.
- Continuous Call Centre improvement
Define And Implement Quality Standards in Line with Group Parameters:
- Drive governance of quality process with BPOs and ensure adherence to pre−defined quality delivery model.
- Coordinate calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
- Ensure audit at agents’ level to check the efficacy of information being cascaded by the customer facing CC agents.
- Follow up with process correction based on VOC.
- Close loop with partner on any open issue with regards to process failure.
- Ensure calibration sessions to ensure adherence to Smartcash PSB Quality Audit process; this includes all call handling scripts and other quality parameters.
- Implement sanctions on defaulters where processes have been breached
Escalations, Access Management & Control:
- First point of contact for the BPO partners.
- Escalate process failures to process owners for immediate resolution.
- IT /FRUAD SPOC for compliance monitoring & adherence to access management.
- Ensure access creation for all new agents, deletion of exiting agents ID’s and CUG lines
Training:
- Ensure NHIP (New Hire Induction Program) training is carried out for CC agents.
- Ensure knowledge of frontline staff on all products and services.
- Drive the identification of frontline skill gaps/training needs based on laid down performance evaluation matrices.
- Review and align training content and determine the most effective mode of delivery for all frontline staff. Validation of the training content – First time & ongoing basis.
- TNA to be validated and signed off based on the outcome of the RCA’s that is carried out on any critical Quality KPI’s.
- Track and monitor the adherence to the Fresh & refresher Training monthly.
- Monitor the Measure of Success post all the Fresh / Refresher training done.
- Co-ordinate with Hub training SPOC to get the fresh training module created and conduct the training for TTT.
- Check the level of information dissemination on any new product launch / process etc. (Floor Check post self-certification of the partner)
- Ensure adequate JKQ is conducted as per laid down process
Recruitment & Certification:
- Certification and Validation of CC recruitment process by carrying out various audits.
- Validation and audit will be carried out in the certification process.
- Validate and approve the list of certified agents for creating the application login IDs.
- Monitoring during the OJT period of the new agents and ensure they do not pick live customers’ calls.
- Ensure full compliance with the recruitment guidelines specified by Smartcash PSB.
- Validation and audit to be carried out on the recruitment process.
- Random audit on the interviews and share feedback for corrections.
- Ensure non-certified agents are not allowed on the floor to pick up calls.
- Monitoring during the OJT period of the new agents and ensuring they do not pick up live customers’ calls.
- NHIP process validation and approvals by ensuring the effectiveness of the NHIP process at all CC locations.
Qualifications
Educational Qualifications & Functional / Technical Skills:
- MSc / Bachelor’s Degree.
- ITIL Certification
Relevant Experience:
- 8-10 years of solid customer service experience, 3 of which must be in a management position
- Working/worked in a Call Centre environment
- Quality Management Skills
- Deep knowledge of Business Analytics
Other Requirements:
- Excellent command of the English language
- Survey and Research Skills
- Excellent organisational, communication, and attention to detail skills.
- Advanced reporting skills
- Ability to manage large teams.
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Method of Application
Job Identification: 524
Job Description
- The Accounts Payable Officer is responsible for managing and processing the company’s outgoing payments in an accurate, timely, and compliant manner.
- This includes verifying vendor invoices, preparing payment schedules, reconciling accounts, as well as maintaining strong internal controls to support Smartcash PSB’s financial integrity and regulatory compliance.
Responsibilities
- Review and process all vendor invoices, staff retirements, and payment requests in line with internal policies and regulatory requirements (e.g. CBN, NDIC).
- Ensure timely and accurate preparation of payment vouchers, bank transfers, and cheques.
- Maintain the accounts payable ledger, ensuring proper classification and documentation of all expenses.
- Reconcile vendor statements and resolve any discrepancies with suppliers and internal departments.
- Assist in month-end and year-end closing activities, including accruals and audit schedules.
- Monitor compliance with approved budgets and escalate variances where necessary.
- Collaborate with procurement and other departments to ensure proper documentation and approvals.
- Maintain proper records of withholding taxes and ensure timely remittance to FIRS and relevant state tax authorities.
- Support internal and external audits by providing required documentation.
- Participate in process improvements to increase efficiency and strengthen internal controls.
Financial Dimensions
- Payment accuracy rate-98%
- Cost control
Other Dimensions:
- Timeliness and accuracy of payment processing
- Number of payment or posting errors
- Vendor and tax compliance rate
- Aging of account payable.
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