Lead Call Centre Manager

About the role

Airtel Africa is seeking a dynamic Lead Call Centre Manager to drive seamless customer experiences across its call centre operations. You will be responsible for eliminating service defects, meeting SLA targets, and ensuring high‑quality interactions with inbound customers.

Key responsibilities

• Deliver excellent day‑to‑day service aligned with customer experience policies.
• Monitor and improve quality of inbound and service‑recovery calls.
• Enforce adherence to quality‑of‑service guidelines and metrics.
• Conduct root‑cause analysis of call triggers and address trends.
• Collaborate with vendors, network, and marketing teams to resolve customer pain points.
• Track SLA compliance for service downtime resolutions.
• Act as liaison between the call centre and other departments on customer‑facing issues.
• Run periodic surveys to gauge inbound customer satisfaction.
• Manage escalated partner queries and ensure prompt resolution.
• Maintain process compliance and generate regular reports.

Required profile

• Bachelor’s degree in business or a related commercial discipline (MBA preferred).
• 2‑4 years of customer experience or partner management in a fast‑paced environment.
• Strong numerical, finance or accounting understanding.
• Telecom industry experience is an advantage.
• High integrity, attention to detail, and ability to work independently.

Required skills

• Microsoft Excel