Airtel Malawi Plc
Why Airtel Malawi Plc?
At Airtel Malawi Plc, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel Malawi Plc, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
Airtel Malawi Plc is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
RESPONSIBILITIES
Reporting and Analysis
- Timely delivery of accurate routine and adhoc analytical reports for CX department by:
- Sourcing internal and external data
- Compiling and analyzing data over time to forecast KPI and productivity trends
- Tracking of timely delivery of operational reports within each section of CX department.
- Presenting actionable information and insights to team members and management.
- Gather and analyse data to understand problems and address them proactively.
Strategy Implementation Support
- Tracking and monitoring implementation of action plans of strategic deliverables.
- Identifying and escalating for support challenges in the execution of strategic deliverables.
- Recoding and tracking of sectional action plans.
Audit and Compliance SPOC
- Understand the audit process and support each section to comply in its execution.
- Working with each section in CX department to understand its audit requirements and status.
- Support each section in CX department to identify audit gaps for attention.
- Tracking and reporting on delivery of audit requirements in each section in CX department.
- Drive process reviews and improvements for all sections in CX department
Market Intelligence
- Source information on market and competitor performance and trends to inform business decisions.
- Evaluating third party data to determine best practices for adoption.
QUALIFICATIONS
Educational Qualifications & Functional / Technical Skills
- University degree in a business-related field
- Excellent knowledge in customer experience discipline/profession
- Able to handle, prioritize, multiple projects simultaneously
- Strong problem solving, analytical, and numerical skills
- Effective communication skills
- Excellent time management
- IT literacy – strong knowledge of word processing, spreadsheet, database and presentation software (MS Excel, PPT, Word, Access)
- Planning
- Analytical
- Presentation skills
Relevant Experience (Type of experience and minimum number of years)
- 2+ years in Customer Experience
Other requirements (Behavioural etc.)
- Able to operate with minimum supervision.
- Self motivated, enthusiastic, energetic
- High level of organization and detail-orientation
- Confident, assertive
- Approachable, customer focused
- Excellent team player and collaborator
- Ability to work independently
- High personal standard and goal oriented
- strong work ethic and willingness to take initiative