Careers Head – Contact Experience

Head – Contact Experience

Airtel Lanka

Colombo
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 careers.lanka@airtel.com 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: