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 Posting Expired
This job posting has expired and is no longer accepting applications. The information below is for reference only.
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
Applications for this position closed on June 09, 2026.