Customer Experience Director at Airtel Zambia

• 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.

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.