Job Overview

The Contact Centre Lead drives excellence in customer service delivery by ensuring consistent quality across contact centre operations. The role strengthens frontline capabilities through training, quality assurance, performance management, and data-driven analysis of customer interactions.

The position also supports effective communication, resource planning, customer issue resolution, and collaboration with internal and external stakeholders to improve customer satisfaction and operational efficiency.

Job Details

Employer: Airtel Nigeria
Job Type: Full Time
Qualification: B.A. or B.Sc. in any discipline
Experience: Minimum of 5 years’ call centre experience in the banking, telecommunications, or service industry
Job Field:  Customer Service / Call Centre,
Location: Nigeria

About the Organization

Airtel Africa operates through different operating companies across Africa and describes its working culture as driven by passion, energy, innovation, and an entrepreneurial spirit. The organization states that it champions diversity, adapts to community needs, and is committed to diversity and inclusion in the workplace.

Responsibilities

• Ensure frontline skill development and the delivery of consistent quality service.
• Monitor partner agents’ service quality through remote random call centre audits.
• Re-audit partner quality assurance audits for Back Office, Outbound, Social Media, and other operations to assess adherence to the required quality audit process.
• Provide management feedback on products, services, and customer issues identified through quality monitoring, supporting the improvement of process gaps.
• Identify trends from call centre sample audits and follow up to ensure they are addressed.
• Follow up on customer issues identified during call audits and ensure their resolution.
• Conduct remote random audits of new hires during on-the-job training to assess training effectiveness and determine whether agents are fit for the role.
• Modify quality monitoring tools to reflect required parameters and weightings for each line of business.
• Ensure quality feedback is provided within defined timelines and monitor partner quality against established targets.
• Develop objectives for the call centre’s day-to-day activities.
• Ensure frontline teams receive current and accurate information about updates, products, and service offerings.
• Inform frontline teams about planned and unplanned downtime so that customers can be managed professionally during those periods.
• Ensure operational communication is clear and understandable.
• Hold clarification sessions with partner trainers on products and services.
• Respond to training clarification and observation emails arising from customer complaints.
• Identify training needs, ensure they are addressed within defined timelines, and contribute to training content that captures specific gaps.
• Review training materials circulated in call centres to ensure the information is accurate and not misleading.
• Conduct calibration sessions with BPO quality assurance and training teams to assess their understanding, interpretation, and adherence to the required quality audit process.
• Ensure the training partner delivers frontline training based on identified and approved training needs.
• Coordinate the scheduling, adherence, and implementation of the monthly frontline job knowledge quiz, including preparing accurate questions.
• Ensure BPO participation in focus group sessions, escalate outstanding issues, and provide feedback on identified issues.
• Provide intelligence for creating, modifying, and cleaning up CRM call-tagging categories based on call audits and calibration activities.
• Analyse and report on top call drivers and repeat call drivers, and develop initiatives to reduce them.
• Support the engagement and conversion of inactive customers and agents.
• Prepare weekly and monthly reports covering quality audits, top call drivers and cost analysis, customer satisfaction, and job knowledge quiz training needs analysis.
• Conduct resource planning and scheduling to maximise the productivity of people, technology, and other resources.
• Retrieve calls from ACR on demand for analysis purposes.

Requirements and Qualifications

• B.A. or B.Sc. in any discipline.
• Minimum of five years’ call centre experience in the banking, telecommunications, or service industry.
• Proficiency in customer service resolution tools, including ACR, SV, ECMS, and Maximus.
• Strong numerical ability and knowledge of performance evaluation and customer service metrics.
• Strong interpersonal and people-centred skills.
• Excellent organisational and leadership skills, with problem-solving ability.
• Effective communication skills.

Quick Eligibility Check

• Minimum qualification: B.A. or B.Sc. in any discipline
• Required experience: Minimum of 5 years’ call centre experience in the banking, telecommunications, or service industry
• Verified duty station: Nigeria
• Employment type: Full Time
• Core requirement: Proficiency in ACR, SV, ECMS, and Maximus customer service resolution tools
• Core requirement: Strong numerical ability
• Core requirement: Knowledge of performance evaluation and customer service metrics
• Core requirement: Effective communication skills

Application Readiness Checklist

• Make the required qualification easy to verify in the education or certification section of your CV.
• Show evidence of the required experience through relevant roles, dates and measurable responsibilities.
• Tailor your CV to the verified responsibilities and Call Centre skills stated in this vacancy.
• Confirm that the vacancy is still open before submitting your application.

Vacancy Verification

This vacancy was checked by AfriJobSpace on September 6, 2026 against the employer’s official recruitment source. View the official vacancy source.

Application Safety

Apply only through the official employer channel provided on this page. Do not pay anyone to submit or process your application, and verify unexpected recruitment messages directly with the employer.

How to Apply

Interested and qualified candidates should submit their application through the employer’s official application platform using the Apply for Job button on this page.