Fresh Jobs at Opass Limited

Our client is a company that provides technology solutionsThey are seeking to recruit a Back Office Manager in the Business Support Department.

Experience:

• Minimum of five (5) years in a customer service-related discipline at Managerial level.

Job Description

The Back-Office Manager ensures full customer satisfaction by giving prompt response to tickets and critical issues that emerge as users interact with the Application implemented across the various projects embarked by the organisation

Responsibilities

• Maintain strong leadership and oversight of the back-office department.
• Assist in developing and implementing back-office service policy.
• Support other business units with customer liaison, requests, and advice, and providing feedback in the form of documentation.
• Manage team handling back-office tickets and provide assistance to front office
• Manage team to resolve escalated complaints.
• To perform all duties to a high standard of customer care in attitude, approach, and appearance.
• Monitoring service quality by conducting sample checks on calls and emails
• Review and follow up on customer satisfaction surveys including preparing action plans to address any process or performance issues discovered during review.
• Additional responsibility of hiring, training, and directing workload and monitoring group performance and appraising individual performance.
• Nurture an environment where team members can excel through encouragement and empowerment.
• Support the business support team in creating a seamless customer query resolution experience by prompt turnaround for all service requests with consistent quality.
• Liaising with internal stakeholders and follow up on related requests

Relevant Skills/Competencies

• A minimum of bachelor's degree in IT, Business Management, Engineering, or a related discipline preferred.
• Relevant professional and additional academic qualifications would be an added advantage.
• Knowledge of Customer Service risk and control framework.
• Outstanding analytical, planning, and assessment abilities.
• Outstanding interpersonal skills and comfortable communicating to a crowd.
• Knowledge and experience of Microsoft packages, including Microsoft Project, and MS Office.
• Salary and Other Benefits
• Gross monthly salary in the region of N400,000.00 (Four Hundred Thousand naira) plus other statutory benefits.

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Our client is a company that provides technology solutions. They are seeking to recruit a Service Desk Manager in the Business Support Department.

Experience:

• Up to 5 years’ experience managing people in an IT production support/Service Desk environment

Job Description

The Service Desk Manager shall be responsible for providing an oversight of core ITIL- based Service Support processes (Incident Management, Problem Management, Change Management, Configuration Management, and Continual Service Improvement).

Responsibilities:

The Service Desk Manager shall be responsible for, but not limited to the following:

• Collaborate on policies and standard operating procedures with IT Managers
• Analyze performance of Service Desk activities to identify any problem areas
• Appraise Service Desk Analysts’ performance, provide feedback, take corrective actions and oversee their training and development, through coaching and mentoring
• Manage and coordinate the escalation of urgent and complicated support issues to the correct IT teams
• Establish new and report of existing progress reports and performance metrics to measure IT effectiveness and productivity
• Provide first call support for user or site issues to include Applications Desktop, Wide Area Network, Local Area Network and Telephony functions
• Monitor problem management database and follows up with assigned personnel to ensure timely resolution of problems
• Build operational capability
• Maintain alignment with Global Service Desk on process and tool documentation, management, controls, and improvement/corrective projects
• Understanding of the scope of Service Desk, including relationship of services to each other, to projects, to services and offerings of other business units, and elemental technologies/products.

Minimum Requirements:

• A Bachelor's Degree in Computer Science, Information Technology, Information Systems Management, or a related discipline.
• Relevant professional and additional academic qualifications would be an added advantage.
• Demonstrable proficiency or experience with operating systems and Microsoft Office suite
• Proven track record to deliver results and lead a team through change and challenging circumstances
• Proven ability to build and maintain strong working relationships with business and technology partners
• Ability to understand complex information and summarize in a clear, concise fashion
• Strong understanding of Enterprise technology processes and procedures including Incident (primarily), Problem and Change Management.

Salary and Other Benefits

Gross monthly salary in the region of N400,000.00 (Four Hundred Thousand naira) plus other statutory benefits.

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Our client is a company that provides technology solutionsThey are seeking to recruit a Training Manager in the Business Support Department.

Experience:

• Minimum five years in a corporate training-related discipline.

Job Description

This position is responsible for actively being involved in the training of proposed applications implemented across the various projects embarked on by the organisationThe role would also include ensuring the benefits of the training are realized through daily task of executing deliverables as conveyed through training requirements.

Responsibilities:

• Maintain strong leadership and oversight of the training department.
•  Provide guidance as subject matter expert for training and development programs.
•  Manage training budget.
• Involved in developing technical training plans and programs according to organizational requirements.
• Produce training schedule and classroom agenda.
• Develop training material including manuals, presentation slides and worksheets etc.
• Execute training events, webinars, workshops etcin groups or individually.
• Keep up-to-date data on completed courses, absences and issues.
• Involve in preparing requisite training templates, checklist, and manuals
• Develop assessments to measure effectiveness of learning material and impact on performance.
• Identify and influence the implementation of best practice initiatives that contribute to the overall training efficiency and effectiveness.
• Support management in ensuring that training is carried out such that product application and service quality is not compromised.
• Perform Web Application Testing, Mobile Application Testing of proposed applications being implemented.
• Required to engage proactively with third party vendors and partners.
• Required in assisting business support unit be productive by effective product training.
• Manage content of Internet, Intranet and company sites associate with training.
• Perform any other duties as assigned by the Head of Department.

Minimum Requirements:

• A minimum of Bachelor's degree in IT, Business Management, Human Resources, Engineering, or a related discipline is preferred.
• Relevant professional and additional academic qualifications would be an added advantage.
• Outstanding analytical, planning, and assessment abilities.
• Outstanding interpersonal skills and comfortable communicating to a crowd.
• Must demonstrate leadership and teamwork capabilities and skills.
• Knowledge and experience of Microsoft packages, including Microsoft Project, and MS Office.

Salary and Other Benefits

Gross monthly salary in the region of N400,000.00 (Four Hundred Thousand naira) plus other statutory benefits.