Control Center Shift Operator at MacTay Consulting

Objective

• The key purpose of this role is to provide customer complaints monitoring with specific focus on Bilateral customer complaints (technical and commercial) as well as revenue assurance.

Responsibilities

• Generate and dispatch of daily DC/RC orders to the ESC/ESR/technical hub(s) based on pre[1]defined parameters set by the ieserve locations.
• Collating and reporting of disconnection and reconnection orders generated and dispatched to the technical hubs.
• 24Hours monitoring and reporting of Bilateral faults and resolutions received through the customer complaint portal, using stipulated service standards.
• Daily monitoring and ensuring Feeder fault tickets and associated work orders are created on the work order and asset management portal, using stipulated service standards.
• First level escalation and follow through with respective departments and units who have primary responsibility for delivery to drive service compliance.
• Daily monitoring and ensuring quality assurance for the resolution of customer complaints.
• Support operation in daily monitoring, analyzing and reporting of Technical and commercial faults and complaint resolutions received through the customer complaint portal from various field location.
• Support operation in daily monitoring faults and complaints and escalate pending resolution and violation of SLAs based on stipulated standards.
• Conduct trends and analysis of DC/RC, fault management and franchise activities as inputs for planning for both the technical and commercial function.

Requirements

• First Degree in any relevant discipline.
• 2 - 3 years experience working in an operations environment.
• Experience working with a utility company will be an advantage.
• Mid-level to advance Excel Skill.
• Good data analytical skill.
• Complaint Management.

Remuneration

• Salary: N99,000 monthly (net)
• Benefits: MO, Pension, Leave Bonus, 13th Month