Head Contact Experience

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.

Job Summary

The Contact Experience (CE) Manager will drive exceptional customer experience delivery in the Opco Contact Center, ensuring alignment with the company’s vision of delivering World-class Customer Experience. Leveraging over 5 years of expertise in managing contact centers, the role will focus on designing, implementing, and improving customer-centric strategies, processes, and performance metrics to optimize customer satisfaction, loyalty, effort and operational efficiency.

The role requires an individual with deep experience in Contact Center operations, exceptional leadership skills, and a proven ability to execute CX strategies within an operation.

Key Responsibilities

1. CE Strategy Implementation

• Develop and execute Opco and Group CE strategies aligned with the company’s overarching Contact Experience Goals.
• Drive initiatives that improve Calls per Customer, Online Resolution, Customer Satisfaction, Net Promoter Scores (NPS), and Back Office SLA
• Collaborate with senior leadership and other functional teams in Opco and Group (where called upon) to deliver consistent, high-quality experiences across all touchpoints.

2. Contact Center Management

• Oversee operations of multiple contact centers at the Opco, ensuring efficiency, quality, and performance.
• Work closely with Partners managing the Outsourced Contact Center at Opco
• Implement processes and tools to monitor service delivery, call quality, first contact resolution (FCR), and response times.
• Analyze Opco contact center performance data to identify trends, gaps, and opportunities for improvement.
• Champion the use of technology (e.g., IVR, Self Care Tools, AI-based tools, & CRM Systems) to streamline call center processes and enhance CE outcomes.

3. Customer Journey Optimization

• Derive insights, share and work with other business stakeholders at Opco to implement solutions
• Analyze and map the customer journey to identify pain points, develop solutions, and enhance the end-to-end Contact Experience.
• Collaborate with product, marketing, and sales teams to align processes that deliver seamless experiences for customers.
• Ensure customer feedback is continuously captured, analyzed, and actioned for improvement.

4. Performance Management and Reporting

• Develop, monitor, and report on KPIs, including CPC, NPS, CSAT, CES (Customer Effort Score), and Back Office SLA adherence in Opco.
• Provide actionable insights and strategic recommendations based on data analysis and performance results.
• Regularly report to the Group Lead Contact Experience and Customer Experience Director via reports and escalations on any issues affecting the customers from incidents or calls/ complaints received through the contract

5. Team Leadership and Development

• Lead, inspire, and coach a diverse team of Contact Center Managers and customer service teams.
• Foster a high-performance culture, driving team engagement, capability building, and professional development.
• Conduct regular training sessions and workshops to enhance teams’ CX knowledge, skills, and service delivery at Opco

6. Cross-Functional Collaboration

• Work closely with cross-functional teams, including IT, Marketing, Operations, and Sales to address systemic customer issues.
• Collaborate with local and Opco teams to drive CX excellence while maintaining cultural and operational relevance.
• Participate in the design of customer communication strategies for issue resolution and proactive engagement.

7. Process Improvement and Innovation

• Continuously evaluate and optimize call center and customer service processes for operational excellence.
• Leverage digital tools and emerging technologies to drive innovation in Contact Experience Delivery.
• Identify and implement global best practices for customer engagement, retention, and issue resolution.

8. Digital Experience Strategy Implementation

• Leverage on technology to effectively deliver service to customers through alternative channels (IVR, web, USSD, app, social media, and email) to reduce traffic on traditional channels.
• Manage customer interaction handling on social media and email channels to ensure effective case resolution.
• Continuously improve self-service solutions to meet prevailing customer needs.

Qualifications and Experience

• University Degree in Business / equivalent qualification in sales or marketing/business administration.
• 5+ years working experience in customer experience, including Contact Center Experience.
• Experience working within the telecommunications industry or other fast-paced, customer-focused industries is preferred.
• 3+ years of experience in managing a team
• Proven ability to analyze complex business issues and identify, design and implement effective practical recommendations
• Demonstrated success in improving Calls per Customer, NPS, CSAT, and other Contact Experience metrics across countries at Opco Level.
• Strong understanding of call center tools, systems, and technologies (e.g., CRM, IVR, Workforce Management Systems).
• Excellent knowledge in customer experience discipline / profession
• Able to work under high stress with short term targets and objectives
• Able to handle, prioritize, multiple projects simultaneously
• IT literacy with advanced demonstrable skills in Excel and PowerPoint

Able to operate in performance driven organization Knowledge of English and Vernacular language.

Skills and Competencies

• Strategic Thinking: Ability to align across Opco & Group CX strategies with company goals and drive initiatives that deliver measurable outcomes.
• Leadership: Proven capability to inspire, lead, and develop large, diverse teams in a fast-paced environment.
• Data-Driven: Strong analytical skills to interpret Contact Experience Data both Call Center, Back Office and Social Media Operations to derive insights, share and work with other business stakeholders across Opco to implement solutions.
• Customer-Centric: Deep understanding of customer needs, behaviors, and trends in the specific market.
• Process Improvement: Skilled in identifying and improving inefficiencies in call center operations and CX processes.
• Tech-Savvy: Familiarity with CX and call center technologies to drive innovation and operational excellence.
• Communication Skills: Exceptional verbal, written, and interpersonal communication skills to engage stakeholders at all levels.
• Collaboration: Strong ability to work cross-functionally and deliver results in partnership with diverse teams.
• Adaptability: Ability to operate in a dynamic, multicultural environment and adapt to rapidly changing business needs.

KPIs (Key Performance Indicators)

• Targeted Calls per Customer (CPC)
• Overall Net Promoter Score (NPS) improvement, Customer Satisfaction Score (CSAT) and Customer Effort Score (CES)
• First Contact Resolution (FCR)/Online Resolution Rate (OCR)
• Call Center Operational Efficiency (Service Level, Abandoned Rate, Average Handling Time, Abandon Rate, Online Resolution SLA Adherence)
• Audit and Governance Ratings
• Team Performance, Engagement, and Development Metrics

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