Company: Airtel Nigeria | Location: Lagos, Nigeria | Job Type: Full-time | Industry: Telecommunications | Experience: Minimum of 10 year
Airtel Nigeria is recruiting a highly experienced Head, Customer & Contact Operations to lead the company’s customer contact experience strategy and drive service excellence across all customer touchpoints. The successful candidate will be responsible for developing and implementing customer experience initiatives, improving operational efficiency, managing partner relationships, and ensuring exceptional service delivery across contact centres, showrooms, and self-service platforms.
Job Responsibilities
Contact Centre Strategy
- Develop and customise Airtel Nigeria’s customer contact experience strategy in line with Airtel Africa’s business objectives.
- Design processes for evaluating returns on outsourced services and technology investments.
- Assess business processes and recommend improvements for operational efficiency.
- Coordinate stakeholder engagement to improve customer experience across business units.
- Conduct environmental analysis and recommend proactive solutions to mitigate business risks.
- Drive process integration across internal business units to ensure consistent customer value delivery.
- Design channel evaluation processes for cost optimisation.
Service Level Agreements and Operational Excellence
- Establish and improve Service Level Agreements (SLAs), operational processes, and budgetary controls across all customer touchpoints.
- Identify key stakeholders and facilitate regular governance meetings.
- Develop and maintain Standard Operating Procedures (SOPs) with clearly defined service standards and compliance measures.
- Ensure consistency in service delivery across showrooms, contact centres, and self-care platforms.
- Monitor service levels, operational performance, and budget compliance.
- Review expenses against budgets and investigate significant variances.
- Conduct regular SLA reviews and implement continuous process improvements.
- Prepare management information reports to support strategic decision-making.
Self-Service Platforms
- Design and customise self-service platforms to meet local customer expectations.
- Drive continuous improvement and innovation across digital self-service channels.
- Increase customer adoption of self-service platforms.
- Improve Interactive Voice Response (IVR) resolution rates.
- Reduce repeat customer calls, complaints, and operational costs.
- Maintain agreed service levels and average handling time targets.
Team Leadership
- Recruit and develop high-performing team members.
- Provide structured training, coaching, and career development opportunities.
- Set performance objectives and conduct regular performance reviews.
- Recommend appropriate recognition and reward programmes.
Partner Management
- Conduct product reviews to ensure service quality standards are maintained.
- Develop governance frameworks for outsourced partners and ensure compliance.
- Create performance dashboards for partner management.
- Conduct monthly and quarterly business reviews with outsourcing partners.
- Ensure compliance with regulatory requirements and maintain relevant operational documentation.
Requirements
- Bachelor’s Degree in any discipline.
- MBA will be an added advantage.
- Professional certification in Customer Service or Quality Management is desirable.
- Minimum of 10 years’ experience in the service industry, including at least 3 years as an Operations Manager in a voice contact centre, preferably within the telecommunications industry.
- Strong knowledge of Quality Management Systems, Lean, Six Sigma, and continuous improvement methodologies.
- Excellent customer relationship management skills.
- Strong communication, interpersonal, and stakeholder management skills.
- Good project management and time management abilities.
- Demonstrated leadership and people management experience.
How to Apply
Interested and qualified candidates should submit their applications through the Airtel Nigeria Careers Portal:
https://erey.fa.em3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX/job/836
Application Closing Date: 10 August 2026