Airtel Africa is seeking a Contact Centre Lead to oversee call centre operations, improve customer service delivery, and drive performance excellence within the customer support function in Nigeria.
Job Overview
Salary
Negotiable
Job Type
Full-time
Employment Type
Full Time
Location
Lagos, Nigeria
Additional Location
None
Posted
June 09, 2026
Job Summary
Key Responsibilities
- Lead and manage contact centre operations and teams
- Ensure efficient customer issue resolution and service delivery
- Monitor and evaluate customer service performance metrics
- Use customer service tools such as ACR, SV, ECMS, and Maximus
- Analyze performance data and improve service processes
- Drive customer satisfaction and service quality improvements
- Support training, coaching, and development of call centre staff
- Ensure compliance with service standards and KPIs
Required Qualifications
- B.A. or BSc in any discipline
- Minimum of 5 years’ call centre experience in banking, telecoms, or service industry
- Proficiency in customer service tools (ACR, SV, ECMS, Maximus)
- Strong numerical and analytical ability
- Knowledge of customer service metrics and performance evaluation
- Strong leadership and interpersonal skills
- Excellent organizational and problem-solving abilities
- Strong communication skills
Skills & Competencies
Experience
None
Benefits & Perks
Work Schedule
Additional Information
How to Apply
Apply on Website
Complete your application on the company's website