Etisalat's vision is a world where people's reach is not limited by matter or distance; a world where people will effortlessly stay in touch with family and friends; a world where businesses of all sizes can reach new markets without the limitations of distance and travel.
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.
Educational Requirements
- Bachelor's degree or HND in Electrical/ Electronics / Communication/ Computer or relevant field
- 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.
2. 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
- First Degree or its equivalent in Accounting, Finance or Economics.
- Relevant professional part qualification - ICAN, ACCA, or CIMA will be an added advantage
- 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
3. 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
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.
- 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.
- First degree from a recognised university.
- Postgraduate degree and or professional qualification in a related field will be an added advantage
- 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
4. 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 optimized, 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
Education and Experience
- First Degree in a relevant discipline from a recognized 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
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
- Strong analytical
- Problem Solving
- Risk and cost control conscious
- Quality deliverable
- Passion for Excellence
- Integrity
- Empowering people
- Growing people
- Team work
5. 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.
- First degree or equivalent in a relevant discipline.
- Postgraduate/ professional qualification in a related field will be an added advantage.
- 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.you could post your resume or logon to the i-recruitment portal.
Goodluck.
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