April 20, 2024

Airtel Nigeria (Airtel Networks Limited) is a number one telecommunications providers supplier in Nigeria headquartered in Lagos, the business nerve-centre of Nigeria. The telco ranks amongst the highest 4 cellular service suppliers by way of subscribers with a buyer base of greater than 39.8 million. The firm’s product choices embody 2G, 3G and 4G wi-fi providers, cellular commerce and enterprise providers.

We are recruiting to fill the place beneath:

Job Title: Lead, Automation & Self Service

Location: Lagos
Job Type: Full-time

About the Job

  • The position is chargeable for creating and managing sturdy, scalable alternate low cost/zero rated buyer self-service channels.
  • Focusing on buyer empowerment, enterprise intelligence and evaluation on alternate channels to make sure elevated buyer utilization and to drive initiatives that improve utilization on providers out there with minimal human interplay.


  • Conceptualization, improvement and implementation of the self-service purposes over Web, IVR & SMS to scale back name volumes into the decision heart.
  • Leverage present self-service product enhancement & upkeep.
  • Highest escalation degree in circle within the operational workflow for IT points.
  • Control software design and plan product variations management.
  • Develop menu timber for modification and buyer expertise enhancement on the IVR and USSD platforms.
  • Implement adjustments on the platforms to handle product and repair adjustments for IVR, USSD and Web self-care.
  • Ensure content material throughout all platforms deal with name drivers into the decision heart.
  • Overhaul of menus on each IVR and USSD to handle audio high quality and content material.
  • Provide choices to activate/deactivate providers on the IVR.
  • Provide clear and concise messages on the channel.
  • Ensure menu design will present ease of utilization on the channel.
  • Ensure content material addresses name drivers into the decision heart.
  • Manage and modify menu timber consistent with dynamic market developments.
  • Continuously drive utilization by way of BTL campaigns with social media campaigns as lead alongside SMS campaigns (Local language and English) OBD campaigns.
  • Creation of accesses for workers to all CRM and Billing purposes.
  • Validation of customers throughout the enterprise with entry to CRM and Billing purposes.
  • Develop insurance policies which govern modifications and utilization on all self-service purposes.


  • Bachelor’s Degree in any diploma.
  • CBAP.

Experience & Skills:

  • 5 years working expertise.
  • CRM & workflow implementation.
  • Quality administration Skill.

Application Closing Date
Not Specified.

Method of Application
Interested and certified candidates ought to:
Click here to apply online

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