Setting targets for both individuals and teams Measuring the performance of both individuals and teams Offering Advisors guidance and feedback Helping to optimise procedures Finding ways to motivate Advisors Ensuring Advisors adhere to company policy, e.g. attendance Updating, and preparing performance reports for, the Call Centre Manager

• Provide customers with product and service information by clearly explaining procedures; answering questions; providing information.• Handling customer inquiries via telephone.• Managing and resolving customer complaints.• Documenting all Customer interaction information according to standard operating procedures.• Identifing and escalating priority issues and where necessary, follow up customer concerns.• Being updated and knowledgeable on Airtel products.• Soft skills training.• Resolving customers on Airtel money services• Moderate in computer experience.• Enhancing good customer service skills.

• Assembling and setting up equipment • Planning, preparing and rehearsing scenes• Following camera scripts• Creatively framing and capturing action• Responding quickly to directions• Liaising with lighting and technical staff.• Shooting clips• Editing clips for broadcast• Gathering news from the field• Conducting interviews