We are recruiting to fill the position below:
Job Title: Senior Engineer, Access Network QoS & Capacity
Location: Abuja
Job Summary
- Monitor, Analyze and operate the 2G and 3G Network KPI performances.
- Voice and Data Quality of Experience Systems and tools on Etisalat Nigeria Network to enhance subscriber’s network experience.
Principal Functions
- Monitor and ensure 2G & 3G data KPI and traffic are in downward trend and report.
- Study and propose ways to improve QoE and QoS for EMTS 2G and 3G voice and data subscribers in light of QoS indicators and QoE tools output
- Monitor the behavior of key 2G and 3G services (Data, voice, video and multi RAB) offered by EMTS and ensure the best QoS and QoE is maintained.
- Do Analysis on 2G and 3G OSS, DT and QoE KPIs and KQIs in terms of degradations or improvements, provide the RCA and commend solutions.
- Develop End to End TX performance dashboard for whole EMTS network categorically for ALL TX network provider in ALL regions including last mile, Backhauls and Backbone (Including microwaves, DWDM, FO etc.).
- Provide TX network performance including but not limited to Round Trip Time, One-way latency ( A-B & B-A), packet loss, retransmissions, Late packet, out-of-sequence loss, Jitter(variation in delay) , Unavailable Seconds(US) , Error seconds(ES) , Severely Error Seconds(SES) , Background Block Error (BBE) etc. Keep updating and sending the dashboard with new modifications, as the need be, to the stakeholders as agreed with the line manager. Operate and monitor the database for Quality of Experience and analyze KPIs of subscribers on the data and voice QoE system
- Responsible for the deployment of QoE software on subscribers mobile Terminals for data and voice QoE monitoring
- Prepare periodic reports on the Quality of Experience of Subscribers for data and Voice activities
- Escalate to the relevant department to resolve problems associated with quality of experience of subscribers on data
- Correlate the output of data and Voice QoE tool Vendor’s performance monitoring tools.
- Conduct research on all identified problems in current wireless, video and cloud technologies and propose solutions.
- Maintain systems to measure performance against established standards QoE tools
- Follow up from Fault management/NOC/BSSOP Department on data performance related alarms until resolved.
- Conduct Audit on 2G & 3G data performance related parameter and Neighbors on a schedule basis.
Educational Requirements
- Bachelor’s degree or HND in Electrical/ Electronics / Communication/ Computer or relevant field
Experience, Skills & Competencies
- Three (3) to Five (5) years post NYSC relevant work experience
- Good problem solving skills
- Knowledge of Microsoft Office (Word, Excel, Power Point etc.)
- Knowledge of 2G and 3G Technology
- Good Communication and reporting skills
- Network Operations
- Telecommunications & Mobile Network Standards & Specifications
- Personal Effectiveness
- Problem Solving
- Excellent analytical skills.
- Can work in tough timelines.
- Passion for Excellence
- Integrity
- Empowering people
- Growing people
- Team work
- Customer Focus.
- Cooperative and positive work attitude.
Job Title: Specialist, Capex
Department: Finance
Division: Financial Control
Location: Lagos
Unit: Decision Support
Reports to: Head, Decision Support
Job Summary
- This role will be responsible for managing the Capex management function to ensure its benefits are optimized, costs are managed within agreed envelopes and constantly provide guidance to the various departments on Capex issues
Principal Functions
- Ensure compliance with the capital policies and procedures as detailed in the Capex Framework
- Support the Capex approval process to ensure rigorous optimum return on investment and stringent cost management practices
- Provide decision-support analyses and reporting based on agreed timelines and standards to aid management with financial business decision making.
- Prepare capital expenditure reports to highlight actuals vs. Budget,
- Prepare reports on cash flow actuals and forecast for capital expenditures
- Conduct ad-hoc physical verifications of physical assets
- Support Fixed Asset Reconciliation and ensure Fixed Assets register is accurate
- Preparation of analysis to support Capex key Performance indicators
- Analyse financial trends to highlight non-profitable Capex projects
- Perform ‘What if’ analysis on Capex initiatives on cost savings, present report and findings to the Manager, Decision Support
- Work with Procurement and stakeholders to monitor and track the performance of the suppliers/projects – on time delivery of the requirements in the right quality and quantity to deliver the best value to the business and customer’s needs
- Develop a standardised Capex Model for assessing Capex request
- Support the Finance support team in developing business cases in line with best practices to optimize spend and ensure a return on investment within the shortest possible time.
- Carry out any other tasks as directed by the Head, Decision Support
Educational Requirements
- First Degree or its equivalent in Accounting, Finance or Economics.
- Relevant professional part qualification – ICAN, ACCA, or CIMA will be an added advantage
Experience, Skills & Competencies
- Three to Five years post NYSC relevant work experience in reporting, consolidation and financial analysis.
- Experience in consulting and financial advisory services will be an added advantage
- Experience of working with Capex projects
- Strong excel skills and access database skills
- Financial Systems Knowledge (emphasis on Oracle ERP)
- Good Knowledge of GSM industry.
- Good knowledge of Microsoft Office (emphasis on Excel, Power point and Word).
- Accounting/IFRS knowledge
- Good Understanding of financial modeling
- High level of accuracy and attention to details
- Good verbal and written communication
- Strong initiative and ability to manage multiple projects as well as follow through skills
- Ability to work with others in a fast paced, dynamic environment
- Passion for Excellence
- Integrity
- Empowering people
- Growing people
- Team work
Job Title: Head, Customer Care Support & IVR Management
Department: Customer Care
Division: Commercial
Location: Lagos
Unit: Customer Care Support & IVR Management
Reports to: Director, Customer Care
Supervises: Manager Resource Planning & Reporting, Manager Outbound Call Centre, Manager IVR Management
Job Summary
- Responsibility for ensuring that the Contact Centre impacting IVR systems are developed with relevant capabilities and integrate successfully for a seamless end-to-end call treatment experience.
- Responsibility for Contact Centre Forecasting and Scheduling, Reporting, Compliance Management, Payroll/Bonus Reporting and Verification, Contact Centre/Customer care Reports, recruitment/headcount management
- Responsibility for ensuring Customer Care readiness to support new product, service and proposition launches in conjunction with Service Design team and other stakeholders
- Responsibility for overseeing all Operations of the Outbound Telemarketing Team
Principal Functions
Forecasting & Scheduling:
- Designs, delivers, maintains, runs/completes, distributes and manages Contact Centre forecasts and reports using historical data, statistical projections, current volume information, sales feedback, promotional plans, seasonality and other market trend information from various sources (ACD phone system, order management, Business Intelligence and other systems) on a daily, weekly, monthly, quarterly, annual and/or ad hoc basis which depict metrics, results, call trends, etc.
- Forecasts call volume demand and other contact demand volume and manages scheduling of sufficiently skilled staff based on historical and anticipated volume across all customer segments both short-term, medium-term and long-term.
- Schedules agent shifts and communicates shifts to appropriate team members.
- Moderates use of paid time off, leaves of absence and communicates. Serves as liaison to HR regarding all staff benefits e.g. bonuses
- Monitors real time contact volume for both call and email/chat/social media support and associated service levels and staffing requirements.
- Trends real time call arrival patterns and adjusts staffing accordingly.
- Identify call routing anomalies using real time monitoring applications.
- Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments.
- Maintains and enhances Workforce Management System.
- Identifies real time call volume interruptions and system outages that impact contact center performance.
- Escalates contact center interruptions to Director Customer Care and relevant business leaders as required in a timely fashion.
- Maintain current and accurate agent skill set inventory and schedule recruiting / training departments involvement as required.
Compliance Management:
- Ensure that Contact Centre is aware of all labor law requirements and that work processes are adapted to meet those requirements.
- Manages schedule adherence reporting and agent feedback process including appropriate coaching and disciplinary actions for schedule adherence and call center policies that impact KPIs.
Integration Support & IVR Management:
- Manage the seamless integration of new products, services, promotions into Customer Care in order to ensure the readiness of systems/hardware and frontline/back-office teams to provide high quality support well ahead of launch and throughout the product or service lifecycle.
- Must ensure good working relationships and the timely exchange of information with all stakeholder departments or internal/external customers.
- Ensure the continuous improvement of user experience on the IVR and other Call Management Solutions
- Work in conjunction with Call Center Management, Frontline Agents and other Internal/External customers to make recommendations on best set up of IVR, including designing call flows, language, and prompts to meet business and client requirements
- Responsible for gathering and analyzing information, designing and testing solutions to problems, and formulating plans regarding IVR processes and self-service functionality.
- Coordinates internally/externally to define back-end systems communications requirements related to the IVR system.
- Ensure there is a consistently high level of satisfaction by customers with the IVR and self-service functionality; achieve the CSAT and experience standards as may be determined by the business from time to time
- Ensure continuous optimization of technology including ACD, IVR, Workforce Management and other call center technologies.
Educational Requirements
- First degree in from a recognised university.
- Postgraduate degree and or professional qualification in a related field will be an added advantage
Experience, Skills & Competencies
- Nine (9) to Twelve (12) years work experience with at least three (3) years at managerial level.
- Work Experience in data analytics and work force management
- Very Good knowledge of Contact Centre Operations
- Good Project Management Skills
- Knowledge of IT Architecture
- Requires demonstrated analytical skills, solid mathematics and problem solving backgrounds, proficiency in Microsoft Excel, Word, Access, and Windows operating systems.
- Experience implementing new software / applications useful.
- Solutions-oriented, detail oriented individual who understands how to effectively manage multiple teams in different geographic locations.
- Leader and a motivator,
- Demonstrated strong verbal, written, and presentations skills.
- Proactive working style.
- Able to work with minimal supervision
- Proven ability to meet deadlines with accuracy
- Proven ability to multi-task
- Demonstrated ability to quickly learn new systems and processes.
- Strong documentation skills.
- Detail oriented; accuracy is critical
Job Title: Specialist, Decision Support Technical
Location: Abuja
Department: Finance
Division: Financial Control
Unit: Decision Support
Reports to: Manager, Decision Support Technical
Supervises: Analyst, Decision Support Technical
Job Summary
- Support the Decision Support Manager to ensure agreed targets and financial benefits are optimised, costs are managed within agreed envelopes and guidance is provided to the Technical Department on finance issues
- Support the improvement of the Network Finance processes
Roles and Responsibilities
- Liaise, support and assist the technical business area on all aspects of financial and operational matters
- Provide support for monitoring and controlling the financial performance of the technical business area via monthly reporting and budgeting/forecasting processes to provide insight into business performance
Support the preparation of techno-economics and accounting analysis/reports as required by the business including:- Product Profitability analysis;
- Cost-benefit analysis
- Variance Analysis
- Geo analysis relevant to financial modelling
- Other accounting analysis as required by the business
- Ensure Oracle reporting data quality and compliance with accounting standards and guidelines
- Provide input into the production of business cases and investment appraisals that could have a material impact on the performance of the business
- Liaise with business teams to gather required data for post implementation review of local business initiatives and business cases
- Follow up on actions from the technical business area’s monthly financial reviews
- Build strong and influential relationships with the technical business area to promote seamless working relationships with the rest of the Finance community.
- Attend operational meetings to represent Finance within the assigned business team
- Work with the Decision support Manager to implement financial governance within technical team
- Work with the Decision Support Manager to develop and implement an improvement process for OPEX management
- Responsible for Contract management and optimization of contract agreements in compliance with company policy.
- Assist the Decision Support Manager on other ad hoc projects
- Perform any other duties as assigned by the Decision Support Manager
Education and Experience
- First Degree in a relevant discipline from a recognised university
- Membership of Professional association (CIMA, CFA, ACCA, ICAN, etc)
- Three (3) to Five (5) years relevant work experience.
- Experience in Telecoms industry or management/operational consulting is an advantage.
- Proficiency in Microsoft Office; Excel, Word, PowerPoint, Access
Required Capabilities
Knowledge:
- Strong accounting fundamentals
- Knowledge of Oracle ERP & other industrial standard financial systems
- Good understanding of current accounting standards (IFRS)
- Basic technical knowledge of Telecoms
- Financial modeling (OPEX, CAPEX and Revenue)
- Project management
Skills:
- Strong analytical
- Problem Solving
- Risk and cost control conscious
- Quality deliverable
Behaviours:
- Passion for Excellence
- Integrity
- Empowering people
- Growing people
- Team work
Job Title: Head, Contact Centre Operation
Department: Commercial
Sub-department: Consumer Sales & Service
Location: Lagos
Division: Customer Care
Unit: Contact Centre Operations
Reports to: Director, Customer Care
Job Summary
- Responsible for implementing Etisalat’s overall customer operations strategy while ensuring effective and efficient operations to meet the organisation’s targets.
- Support the operationalization of quality customer service delivery within the pre-paid, post-paid and data services environments.
Principal Functions
Tactical:
- Provide input to the development of customer service strategies aimed at improving service delivery and enhancing satisfaction/experience to all customers via the contact centre channel.
- Keep abreast of global and local best practice as it relates to the unit’s activities.
- Continuously review the activities of the customer operations unit, make recommendations for improvement and implement approved initiatives to ensure enhanced performance of the team.
- Identify required resources, personnel and funding to achieve the unit’s strategy.
- Establish and maintain relationships with key internal and external stakeholders.
Operational:
- Coordinate the implementation of effective processes, policies and procedures for the Contact Centre Operations unit while reinforcing Etisalat’s drive for customer service excellence.
- Provide relevant inputs towards the development of specifications for all CRM, Billing and other Customer Management Systems requirements.
- Ensure the quick and effective resolution of all issues/queries from the various business operations units and escalate to the Director, Customer Care where necessary.
- Ensure the administration of customer service related trainings in liaison with the Call Centre (CC) Training & Quality Assurance Unit.
- Ensure introduction and continuous enhancement of a Performance Management System in conjunction with CC Training & Quality Assurance Unit.
- Ensure adherence to organizational KPIs and make recommendations for the continuous enhancement of the unit’s operational efficiency and reduction of cost to serve
- Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
- Responsible for ensuring Retention Management, Career Pathing and Succession Management within the CC Operations Unit
- Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
- Foster a culture of continuous improvement.
- Responsibility for call centre roll-out in conjunction with key stakeholders
- Manage inter-functional and vendor relations to ensure synergy
- Provide leadership and guidance to team members and manage subordinates’ performance towards the achievement of overall business objectives.
- Clearly communicate and establish all business/customer strategies to the various teams and at all levels.
- Monitor and control the budgetary needs of the unit.
- Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Customer Care.
- Perform any other duties as assigned by the Director, Customer Care.
Educational Requirements
- First degree or equivalent in a relevant discipline.
- Postgraduate/ professional qualification in a related field will be an added advantage.
Experience, Skills & Competencies
- Nine (9) to Twelve (12) years work experience with at least three (3) years at managerial level.
- Very Good knowledge of Contact Centre Operations
How to Apply
Interested and qualified candidates should:
Click here to apply online
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