Careers Head – Contact Experience

Head – Contact Experience

Airtel Lanka

Closing Date : 10/06/2022

The Job

This role will lead and manage seamlessly the contact experience team. The role covers responsibility across

  • Manage Inbound Contact Center experience by meeting the Service Levels, Regulator’s Quality of Service and Customer Satisfaction KPIs
  • Responsible to provide exceptional Self-care experience through Self-care platforms such as My Airtel App, IVR & USSD
  • Enhance the Digital Contact experience through digital service penetration & automation of features via Chat Bot & other applications
  • Monitor Complaint Management, Service Request & NPS
  • Responsible for Customer Communication campaigns and New Product Testing
  • Responsible for Training, Knowledge management & motivation of all teams, agencies and partners supporting service delivery to customers
  • Manage strategic partners and vendors
  • Effective management of financials & budget optimization, while improving efficiencies within the team to increase productivity.

The incumbent will report to Chief Service Officer.


The Person

  • MBA / Post Graduate Qualification and a Degree in Business Management, Marketing or in a relevant field.
  • Minimum 8 to 10 years of experience in customer experience industry
  • Experience in the Telecommunication industry would be an added advantage
  • Project management experience in App & IVR is essential
  • Ability to manage high performing teams
  • Ability to work closely with cross functional teams

If you are the best fit to this position, send in your CV to with the job title in the email subject heading.

Submit your resume/CV

If you think you have what it takes to be part of Team Airtel, submit your Resume/CV by filling in the below form: