Lead, Automation and Self-Service

August 2, 2022

Job Description

  • Lagos

Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-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.
We are recruiting to fill the position below:
Job Title: Lead, Automation and Self-Service
Location: Lagos, Nigeria
Job type: Full-time 
Level: Mid-Senior level
Job Purpose

The role is responsible for developing and managing robust, scalable alternate cheap/zero rated customer self-service channels. 
Focusing on customer empowerment, business intelligence and analysis on alternate channels to ensure increased customer usage and to drive initiatives that increase usage on services available with minimum human interaction.
Constant modification and optimization of all alternate self-service channels based on business needs and customer behavioural indicators.

Key Accountabilities
Reduce cost to serve:

Conceptualization, development, and implementation of the self-service applications over Web, IVR & SMS to reduce call volumes into the call center.
Leverage existing self-service product enhancement & maintenance.
Highest escalation level in circle in the operational workflow for IT issues.
Control application design and plan product versions control

Develop content and menu modifications for enhanced experience on the IVR, USSD and Web self-care platform:

Develop menu trees for modification and customer experience enhancement on the IVR and USSD platforms
Implement changes on the platforms to address product and service changes for IVR, USSD and Web self-care
Ensure content across all platforms address call drivers into the call center
Overhaul of menus on both IVR and USSD to address audio quality and content

Ensure increased Utilization of Self-service Channels leading to reduction in calls to the call center (IVR, USSD, Web self-care):

Provide options to activate/deactivate services on the IVR
Provide clear and concise messages on the channel
Ensure menu design will provide ease of usage on the channel
Ensure content addresses call drivers into the call center
Manage and modify menu trees in line with dynamic market trends
Continuously drive usage via BTL campaigns with social media campaigns as lead alongside SMS campaigns (Local language and English) OBD campaigns.
Manage Content and experience on the platform
Provide service fulfilments options on the platform
Drive utilization of the portal via BTL campaigns.

Application Access Management

Creation of accesses for staff to all CRM and Billing applications
Validation of users across the business with access to CRM and Billing applications
Manage Attrition tracker for CEX ad showrooms
Deletion of accesses to CRM and Billing applications
Password and access management.

Generate monthly activity and traffic reports for self-service (IVR and USSD) for the purpose of tracking and enhancing customer experience:

Generate daily, weekly, and monthly reports for tracking customer activity and enhancing customer experience on the IVR and USSD
Periodic (Monthly Quarterly) audits across all platforms.
Manage versions of call flows for IVR and menu trees for USSD
Ad-hoc audio recordings for special announcements.

Policy and change management for applications:

Develop policies which govern modifications and utilization on all self-service applications
Application change management.

Education & Experience

Bachelor's in any Degree
5 Years working experience
CBAP is an added advantage
CRM & Workflow Implementation experience.

Skills & Competencies:

Quality Management Skill
IT skill.

Application Closing Date
Not Specified.
How to Apply
Interested and qualified candidates should:
Click here to apply online

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.

To apply for this job please visit www.linkedin.com.


Hi there 👋
It’s nice to meet you!

Sign up to receive awesome content in your inbox.

We don’t spam! Read our privacy policy for more info.