Jobs Career Advice Signup
X

Send this job to a friend

X

Did you notice an error or suspect this job is scam? Tell us.

  • Posted: Aug 17, 2018
    Deadline: Aug 29, 2018
    • @gmail.com
    • @yahoo.com
    • @outlook.com
  • Never pay for any CBT, test or assessment as part of any recruitment process. When in doubt, contact us

    MTN Nigeria is part of the MTN Group, Africa\'s leading cellular telecommunications company. On May 16, 2001, MTN became the first GSM network to make a call following the globally lauded Nigerian GSM auction conducted by the Nigerian Communications Commission earlier in the year. Thereafter the company launched full commercial operations beginning wi...
    Read more about this company

     

    CEM & Service Expert

    Job Description

    • Responsible for producing quality, secure and resilient designs for new or improved services.
    • Responsible for defining the detailed requirements of the business needs, and validate service solution design.
    • Value created by optimizing business operations and assurance
    • Develops dashboard or reports that measure customer or service metrics for various functional areas within SOC
    • Identify innovative ways for measuring, improving or reporting business insights
    • Identify opportunities for building new use cases by understanding & translating raw data & KPIs into actionable work functions
    • Help different functional areas in fulfilling their commitments through timely and insightful analyses
    • Support development and deployment of customer experience management systems and tools as may be required
    • Interpret data, analyze results, prepare reports, dashboards for SOC operation metrics/KPIs/SLAs.
    • Service model setup and configuration.
    • Define essential components of use case models, including their interrelationships.
    • Value created from customer engagement & Operations
    • Value from positive customer experience index/NPS
    • Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management.

    Job Condition

    • Normal MTNN working conditions
    • May be required to work extended hours.

    Experience & Training    

    • First degree in Electrical & Electronics, or related fields.
    • 3 – 7 years of experience in telecommunication environment
    • Experience in business process modelling, analysis & design
    • Good understanding of GSM Technology, ITIL Process
    • Minimum of 3years Expert competence in mapping Key Performance Indicator (KPI)s to Key Quality Indicator (KQI)s and Quality of Experience (QoE) model
    • Minimum of 3 years' experience in business process modelling, analysis & design
    • Skilled in leading process analysis and based ITIL and TM Forum.
    • Good knowledge of network technologies across domains
    • Understanding TM forum and Framework
    • Good knowledge of network technologies across verticals.
    • Capable of leading process analysis and providing objective feedback on areas of improvement
    • Foundation Certificate in HR Practice
    • Basic Conditions of Employment (local context)
    • ICT for Non-technical Staff
    • HR PPPs
    • HRIS Fundamentals.

    Telecoms Training:

    • Power Business Intelligence
    • RAN, Core CS &PS domain
    • Customer Experience management platforms
    • Key concepts of CEM framework and CEI model.

    Minimum qualification

    • BEd, BEng, BSc, BTech or HND.

    Method of Application

    Interested and qualified? Go to MTN Nigeria on careers.mtnonline.com to apply

    Build your CV for free. Download in different templates.

  • Send your application

    View All Vacancies at MTN Nigeria Back To Home

Subscribe to Job Alert

 

Join our happy subscribers

 
 
Send your application through

GmailGmail YahoomailYahoomail