Contact Centre Executive – SmartCash PSB at Airtel Nigeria Recruitment

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Airtel Nigeria Job Recruitment

Airtel Nigeria recruitment & employment portal 2022 is now open for interested candidates. This job vacancy in Nigeria is open to all qualified candidates.

About Us:

Airtel Nigeria is among the leading telecommunications service provider in Nigeria with it’s headquarter located in Lagos, the commercial centre 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. The company’s product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services. Join Airtel Nigeria careers team today, and be part of our success story.

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Airtel Nigeria Recruitment

Airtel Nigeria Recruitment is to fill the position below:

Job Title: Contact Centre Executive – SmartCash PSB
Location: Lagos, Nigeria
Job type: Full-time

Job Purpose

  • The role holder will have the responsibility of ensuring delivery of consistent quality service in the contact centre.

Also Apply for: United Bank for Africa Plc Employment (42 Positions)

Key Accountabilities

  • Monitor and manage partner agent’s quality of service delivery by conducting remote random audits for Call Centre.
  • Conduct random re-audits of partner QA audits to ascertain their actual adherence to SmartCash PSB’s required quality audit processBack Office, Outbound, social media, etc.
  • Provide feedback to management on products and services as well as issues affecting customers highlighted from quality monitoring process with a view to improving identified process gaps.
  • Conduct remote random audits for new hires for the Call Centre to determine training effectiveness as well as ensure agents are fit for the job.
  • Ensure all quality monitoring tools are modified to reflect the required parameters and weightages per LOB.
  • Ensure that current and accurate information is sent to frontline on all updates, products, and service offerings to ensure the required knowledge is imparted.
  • Doubt clearing sessions with partner Trainers on products and services.
  • Coordinate scheduling, adherence, and implementation of monthly Job Knowledge Quiz for frontline
  • Provide intelligence for the creation, modification, or clean-up of call tagging categories on the CRM tool.
  • Conducting effective resource planning and scheduling to maximize the productivity of resources (people, technology etc.)

Also Apply for: Access Bank Plc Recruitment (3 Positions)

Education & Experience

  • Bachelor’s Degree in any discipline
  • 2-3 years Call Centre background in Banking/Telco/Service industry.

Skills & Competencies:

  • Proficient in using customer service resolution tools (ACR, SV, ECMS, Maximus)
  • Strong numeric ability
  • Knowledge of performance evaluation and customer service metrics
  • Strong Interpersonal Skills & People Centric.
  • Excellent organizational and leadership skills with a problem-solving ability
  • Effective communication skills
  • Clear in communication, both written and verbal.
  • Ability to assess the value from functions and capabilities of new technologies finding appropriate technical solutions.
  • Knowledge of business process re-engineering principles and processes.

Application Closing Date
Not Specified.

Also Apply for: Ultimus Holdings Recruitment (5 Positions)

How to Apply
Interested and qualified candidates should:
Click here to apply online

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.

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