Charity Brenda Rwabutomize Bukenya

• Day to day responsibilities in my role as a Corporate Social Responsibility (CSR) Manager at Airtel Uganda and achievements i contributed to:
  a) Formulating Strategy and Compliance:
  - Assist in developing and implementing a Strategy for CSR which forms part of the overall strategy required to implement the Airtel Uganda CSR focus
  - Ensure compliance with National Policies on Education and other development plans.
  - Serve as internal resource and external representative on CSR issues.
  - Develop an accepted and long-term strategic plan/set of priorities for targeted communities
  - Collaborate with Human Resources to develop and implement Employee Volunteer programs
  - Conduct environment impact analysis to highlight critical areas the company can impact the communities
  - - Benchmark competition and industry best practices.
  b) Execution of CSR Activities:
  - Ensure community participation in the implementation of identified CSR projects
  - Oversee development of infrastructure; this has been school physical infrastructure, ICT, medical and digital literacy
  - Liaise with relevant stakeholders (internal and external) in the procurement of the resources required for the identified projects in accordance with established procedures
  - Organize training programs for project beneficiaries
  - Provide project milestones updates to all Internal and external stakeholder groups.
  - Project Risk Mitigation and Reporting
  - Design and implement Monitoring & Evaluating tools with relevant stakeholders
  
  
  c) Internal and External Partner Management:
  - Coordinate cross-functional and CSR ambassador team efforts for social
  - Oversee and manage the CSR reporting process, working with business units and communications.
  - Work with HR, Internal Communications and Employee Engagement change teams to develop internal communications and employee involvement plans as needed.
  - Realign and processes for evaluation of external partners
  - Identify areas of development / education for external partners to understand the organizational mission so as to provide output to deliver on same
  - Collaborate with Government to ensure compliance to statutory requirement
  Achievements:
  - Spearheaded the development and implementation of Airtel Uganda's CSR strategy
  - Successfully managed and executed various community initiatives, impacting over 16,000 beneficiaries
  - Implemented and managed Airtel's flagship CSR program, "Our School Esoomero Lyaffe"
  - Designed and implemented an employee volunteer program – 12 Days of Airtel Christmas, boosting employee engagement and social citizenship
  - Conceptualized and executed the "12 Days of Christmas" campaign, engaging over 90% of staff members in CSR activities
  - Built and maintained collaborative relationships with government ministries, NGOs, and local organizations
  - Developed and refurbished underserved schools in Uganda
  - Launched a program to connect internet to schools in partnership with UNICEF and the Ministry of ICT in 2023
  - Secured prestigious awards for Airtel Uganda's CSR efforts, demonstrating excellence in social responsibility

My achievements as a call center manager:

• Improved call center efficiency by volunteering to interview and recruit agents who displayed good attitude for work over and beyond their academic achievements.
• Trained supervisors on how to implement targeted cross-selling and upselling techniques for agents to utilize during calls.
• Improved customer satisfaction ratings by implementing effective call center strategies and employee training programs.
• Crafted supportive and mentorship-driven onboarding experiences that drove high employee retention rates and set new hires up for success.

My job description:

1. Call Center Operations:
- Oversee daily call center operations, ensuring efficient use of resources and meeting business objectives.
- Monitor and analyze key performance indicators (KPIs), such as call volume, wait times, and abandonment rates, to identify areas for improvement.
2. Team Management:
- Lead and manage a team of customer service representatives, providing guidance, coaching, and feedback to ensure excellent customer service.
- Conduct performance evaluations, identify training needs, and recommend development opportunities.
3. Customer Service:
- Ensure customer service representatives provide high-quality service, resolving customer complaints and maintaining customer satisfaction.
- Handle escalated customer issues and provide resolution.
4. Quality Assurance:
- Develop and implement quality monitoring programs to evaluate customer service representative performance.
- Conduct regular quality checks to ensure adherence to company standards.
5. Training and Development:
- Identify training needs and recommend training programs to enhance customer service representative skills.
- Develop and deliver training sessions to improve team performance.
6. Performance Analysis and Reporting:
- Analyze performance metrics and prepare reports to measure call center performance.
- Provide insights and recommendations to improve call center operations.
7. Process Improvement:
- Identify areas for process improvements and implement changes to increase efficiency, productivity, and customer satisfaction.
8. Collaboration and Communication:
- Collaborate with other departments, such as sales, marketing, and product development, to ensure alignment and resolve issues.
- Communicate with stakeholders, including customers, employees, and leadership, to ensure effective information exchange.
9. Continuous Improvement:
- Stay up-to-date with industry trends and best practices to ensure the call center remains competitive.

Some of my key achievements include:

- Championing continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels.

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- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.

My Job description:

1. Team Management:

- Supervise a team of customer service representatives, providing guidance, coaching, feedback to ensure excellent customer service for ZAIN (Now Airtel Uganda) customers.

- Conduct performance evaluations, identify training needs, and recommend development opportunities.

- Conduct a daily 10 minutes briefing to understand customer needs ahead of transitioning from one shift to another.

2. Call Center Operations:

- Oversee daily call center operations, ensuring efficient use of resources and meeting business objectives.

- Monitor and analyze key performance indicators (KPIs), such as call volume, wait times, and abandonment rates, to identify areas for improvement.

3. Customer Service:

- Ensure customer service representatives provide high-quality service, resolving customer complaints and maintaining customer satisfaction.

- Handle escalated customer issues and provide resolution.

4. Quality Assurance:

- Develop and implement quality monitoring programs to evaluate customer service representative performance.

- Conduct regular quality checks to ensure adherence to company standards.

5. Training and Development:

- Identify training needs and recommend training programs to enhance customer service representative skills.

- Develop and deliver training sessions to improve team performance.

6. Coaching and Development:

- Coach Call Center Representatives to improve their skills and performance.

- Hold briefings on new products and services to ensure team awareness and understanding.

- Conduct performance reviews of call center representatives to provide feedback and set goals.

- Train call center representatives in the objectives of the call center and the importance of customer focus.

7. Team Motivation and Leadership:

- Motivate the team to keep focused on the customer and provide exceptional service.

- Lead by example, demonstrating a customer-centric approach and a commitment to excellence.

8. Reporting and Analysis:

- Write reports with a daily analysis of the calls received, including metrics and areas for improvement.

- Analyze data to identify trends and opportunities for process improvements.

9. Crisis Management and Counseling:

- Assist in crisis management and counseling to call center representatives as needed.

- Provide support and guidance to help representatives handle complex customer issues.

10. Continuous Improvement:

- Championed continuous process improvements initiatives that significantly reduced customer wait times and improved overall service levels.

- Identify areas for improvement and implement changes to increase efficiency, productivity, and customer satisfaction.

Achievements:

- Met the minimum daily 250 customer call target, providing responses to queries about products and services.
- Reduced average call handling time by 20% (which is 90 seconds per call) through efficient troubleshooting and effective communication, resulting in improved customer satisfaction.
- Enhanced productivity levels by 30% through proactive anticipation of customer needs through the daily briefings.
- Successfully resolved 90% of customer queries, with only 10% requiring escalation to technical support.
- Maintained accurate and up-to-date customer records through diligent updating of the call tracker, identifying top reasons for inbound calls and informing process improvements.

- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.

Impact:

- Contributed to the improved customer satisfaction ratings by 20% through prompt and quality interactions.
- Contributed to a 15% increase in customer retention through effective issue resolution and support.
- Played a key role in achieving a 25% reduction in average handling time, resulting in increased efficiency and productivity.

- Through team work and motivation, i contributed to reducing team attrition maintaining it at below 3% through 2007.