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Vacancy at Airtel
« on: August 24, 2014, 03:08:31 PM »
Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. The company made history on August 5, 2001 by becoming the first telecoms operator to launch commercial GSM services in Nigeria and has scored a series of many "firsts" in the highly competitive Nigerian telecommunications market including the first to introduce toll-free 24-hour customer care; first to launch service in all the six geo-political zones in the country; first to introduce affordable recharge denominations; first to introduce monthly free SMS and first to introduce monthly airtime bonus.

A truly innovative company, Airtel has showed resilience, charting new paths in meeting the demands and needs of its esteemed stakeholders and enhancing distribution as well as providing affordable services to empower more nigerians.

In Nigeria, Airtel is working tirelessly to live up to an ambitious vision of being the most loved brand in the daily lives of Nigerians as it offers a superior brand experience and a portfolio of innovative products & services ranging from exciting voice solutions to inventive data packages and mobile broadband.
Manager Calls Forecasting Planning and Billing
Job Type
Full Time
Job Field
Customer Care   ICT 

Job Purpose

Has the primary responsibility for planning and budgeting of calls into and out of our various call centers, thereby enabling maximization of resources to meet contact center business requirements, defined KPIs, targets and objectives. This role is accountable for ensuring accurate and fair billing of our call center operations whilst maintaining approved budget; with the aim of reducing contact center expenditure and optimizing utilization.

In addition, the job role is responsible for high level evaluation and analysis of contact center experience operations, to include trend analysis of key performance management indicators, efficacy and reliability of reporting systems & tools, with a view to providing key intelligence to relevant business units.

Key Accountabilities

Calls Forecasting & Planning

    Prepare the yearly forecast of Calls, (Average Handling Time) AHT, and Connect Minutes and FTE based on the approved Annual operating Plan (AOP).
    Prepare X+2 3-month rolling forecasts are sent to Business Partner (BPOs) in line with contractual agreement.
    Control the budget and expenditures of the contact center touch-points.
    Daily monitoring of connect minutes to ensure forecast and hence budget is not exceeded by the BPOs.

Call Centre Billing/Invoicing       

    Coordinate billing processes/procedures and ensure timely/accurate BPO billing/invoicing based on connect/downtime minutes & Full Term Equivalent (FTE) or in accordance with Group?s contractual agreement with BPOs.
    Prepare monthly accrual reports and financial bookings for Financial Reporting & Compliance Department.

Call Reduction Strategies             

    Carry out daily and weekly in-depth analysis of the various inbound Line of Business (LOBs), with a view to reducing customer complaints/minimizing negative impacts.
    Provide recommendations/strategies to improve processes, profitability and opportunities based on data analysis.
    Liaise with BPOs on coaching and areas of service improvement and customer satisfaction based on periodic analysis of calls.

Data Reporting & Analysis           

    Daily monitoring of Call Centre performance Key Performance Indicators (KPIs) ? Abandon Rate (ABD), AHT, Service Levels (SL) and Connect Minutes
    Daily, weekly and monthly QRC (Queries, Requests & Complaints) analysis of Inbound LOBs and actions towards resolution.
    Generate daily reports to guide service recovery, retention & inactivity campaigns.
    Ensure timely (Weekly/Monthly) preparation and submission of all  required operational/planning feedbacks, trends and cost implied reports such as:
        Monthly Partner Governance Reports
        Create reports on Oracle as required by other departments.

System (Oracle/Avaya) Management   

    Ensure that BPOs are continuously briefed/trained on system (Avaya/Oracle) modifications periodically or as required.

Desired Skills and Experience

Educational Qualifications & Functional / Technical Skills

Must have:

    A good first degree in a Science or   Statistical  course from a reputable   university
    The following certifications will be an added advantage:
        Customer   Service Certification
        MIS   certification

Key Contacts

    Customer Service Delivery

Relevant Experience (Type of experience and  minimum number of years)

Must   have:

    Minimum of 5 years post NYSC work   experience
    4 years relevant experience in MIS,   strategic planning, forecasting and data mining of complex/integrated data   structures
    At least 3 year experience in a   statistical job function
    Experience in research and customer   trend reporting

Other requirements

    Ability to drive   process changes and improvements
    Exceptional written and   oral communication skills including ability to communicate with all levels in   the organization including technical/operations, executive and external   partners.
    Proficiency in   Microsoft Office including Excel, PowerPoint, SharePoint and Word.
    Excellent planning and   organizational Skills
    Motivated to work on   own initiative
    Ability to make and   implement decisions
    Results oriented with   strong problem solving skills

Method of Application

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