Head, Customer & Contact Operations
AI summary
Airtel Nigeria is hiring a Head, Customer & Contact Operations to lead the Contact Experience Strategy across showrooms, contact centres and self-care platforms in Lagos. The role drives service excellence, process optimisation, budgetary control and team development to deliver a differentiated customer experience. This is a senior operational leadership position within a top-four Nigerian telco.
- Senior leadership role owning Airtel Nigeria's Contact Experience Strategy
- Covers showrooms, contact centres and self-care platforms
- Focus on service levels, budgets and process optimisation
- Requires building and motivating a capable operations team
- Based in Lagos, Nigeria
AI job guide
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AI salary guide
Not enough public dataNot enough public salary data is available for this exact role. Before applying, prepare to ask about gross pay, benefits, contract length, probation period, transport and any allowances.
Can you qualify for this role?
- UnclearRelated work experienceThe text mentions experience, but the exact level should be confirmed at source.
- RequiredEducation or certification mentioned in the postThe captured text mentions education, a diploma, certificate, or licence.
- PreferredPractical evidence in retail, call_center, internshipThe tags and summary point to skills connected with this role.
- RequiredAvailability to work in Not specifiedThe vacancy is associated with this location.
Documents to prepare
- Likely requiredUpdated CV
- Role specificCover letter or short employer message
- OptionalProfessional references
- Role specificAcademic or professional certificates
- VerifyID or passport only after verifying the employer
Application tips for this job
- Place your strongest Head, Customer & Contact Operations evidence in the first half of your CV.
- In your cover letter or employer message, connect your experience to Airtel Nigeria and the role in Not specified.
- Add concrete examples related to retail, call_center, internship, ideally with measurable outcomes or clear responsibilities.
- Follow the instructions from Jobzilla Nigeria; avoid sending documents to unofficial contacts or copied links.
- Confirm the deadline, interview location and employer contact before sharing personal documents.
- Prepare a polite question about pay, benefits and contract terms for later interview stages.
Source and safety check
- Jobzilla Nigeria
- Original source link available
- Application method is clear
- Deadline not specified
- No major risk signal was detected in the captured text.
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Interview preparation
- What experience makes you a strong fit for this Head, Customer & Contact Operations role in retail, call_center?
- How have you handled responsibilities similar to those in this job post?
- Are you available to work in Not specified under the listed contract or schedule?
- Prepare examples with clear responsibilities, tools used and measurable outcomes.
- Review the source and research Airtel Nigeria before the interview.
Ask what the first priorities will be in the role and how success will be measured.
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Original source description
Head, Customer & Contact Operations at Airtel Nigeria ⏲ Aug 4, 2026, 9:07 AM ⋕ View all ICT Support & Telecommunications jobs Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company's product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services. We are recruiting to fill the position below: Job Title: Head, Customer & Contact Operations Job ID: 836 Location: Lagos About the Role The role is responsible for developing and customizing Airtel Nigeria's Contact Experience: Strategy to reflect local market realities while maintaining alignment with Group and Control objectives. Through the design and execution of both proactive and reactive customer experience: initiatives, the role ensures that operational processes effectively support customers, distributors, retailers, and employees. By driving service excellence across all touchpoints, including Showrooms, Contact Centres, and Self-Care platforms, the role delivers a superior and highly differentiated customer experience: that consistently stays ahead of the competition, while ensuring all activities are executed within approved operational budgets. Responsibilities: Actualize Contact Centre Strategy: Conduct periodic environmental analysis to determine possible impact on strategy and proffer proactive solutions to mitigate risks and impact. Design process for evaluating the return on investments of outsourced processed and technology in use across all business units. Evaluate business process Impact and review for critical business decisions and internal process improvement Direct and control process integration amongst internal Business Units in Customer Experience: to ensure adherence to value proposition. Establish and control Stakeholders process meetings that ensure efficiency across all business units in Contact Experience: Design process for channels evaluation for cost optimization. Adapt and customize elements of the Customer Contact Experience: strategy in line with Airtel Africa’s overall CSD and business strategy. Establishment And Improvement Of Contact Experience: Service Levels Agreement, Operational Processes and Budgetary Controls to Entrench Compliance Across Customer Touch Points (Showrooms, Contact Centers, Self-Care Platforms): Conduct periodic reviews of all Service Level agreements to identify possible process improvements. Provide MIS report to aid business decision making. Clearly provide process manuals across all touch points to ensure consistency of service (Showrooms, Contact Centers, Self-care platforms) Review, analyze and monitor actual expenses from budget and seek clarification in case of deviations Create a tracking and monitoring process for Service levels and Budgetary adherence Identify all stakeholders impacting strategic delivery of Contact Experience: Service goals and establish stakeholders periodic meeting Institute process meetings for Governance with the end goals of Service Level agreements with all documentation (Standard Operating procedure) including penalties for non- adherence duly signed. Self- Experience: Platforms: Ensure customization of standard platforms as recommended to reflect local realities and create an all-encompassing platform Increase self-service base Ensure continual service improvement by identification of innovative opportunities to drive the expansion and use of self-service platforms or influence creation of such. Improve IVR resolutions Reduce repeat calls, cost per customer, and complaints. Maintain SLAs & Average Handling Time. Design and map local expectations Build a Capable and Motivated Team: Recruit the right talent in consultation with function head, as per defined recruitment guidelines Develop and motivate team members through structured training and on the job coaching Recommend appropriate rewards and recognition. Establish performance expectations and regularly review individual performance Partner Management: Conduct monthly and quarterly business reviews to ensure business efficiency and delivery on outsourcing targets. Create dashboard of all partner parameters to indicate performance levels. Ensure compliance with applicable regulations and monitor availability of all relevant documentation, across relevant touch points to meet compliance requirements. Develop governance model according to business process agreement and ensure adherence. Conduct products review and ensure product design standards are met. Qualifications Educational Qualifications: Professional qualifications in Customer Service & Quality Management is desirable. An MBA will be an added advantage BSc / BA Degree in any discipline Relevant Experience: & Functional / Technical Skills: Strong Interpersonal Skills & People Centric. Customer Relationship Management Skills Strong stakeholder Management skills Minimum of 10 years’ experience: in service industry with at least 3 years as operations manager of any Voice Call Centre preferably Telecoms Industry. Strong communication skills Working knowledge of Quality Management Systems including, Lean, Six Sigma and continuous Improvement programs. Project Management Skills & Time Management. How to Apply Interested and qualified candidates should: Click here to apply online Application Deadline: 10th August, 2026; 11:59 PM. View all Jobs in Nigeria Lagos State