Latest Jobs at WIOCC Nigeria Limited

Job Objective

• Proactively manage WIOCC’s service desk channels, be the client's first-contact champion and ensure all client issues are ticketed to meet quality and performance levels that ensure client delight.

Key Duties & Responsibilities

• Client query/issue handling. Ensuring client queries or issues are captured, validated, and open tickets for further processing by the NOC
• Communicating with clients. Ensuring that various types of information are communicated to clients through the appropriate channel(s)
• Automation. Ensuring improvement of the above two processes through analysis, reviews and reporting, as well as through automation, competence building, knowledge sharing and other organisational changes
• In conjunction with client service managers, conduct client satisfaction surveys and generate reports
• Assessment of client satisfaction/lack of it once an incident is resolved – through calls/emails among others
• Monitors client complaints and addresses issues raised.
• Collaborate on policies and standard operating procedures with the department head.
• Identify service concerns, issues, and challenges and liaise with other stakeholders to ensure the problem is promptly actioned
• Ensure data integrity of ticketing systems
• Monitors service desk channels and collects performance data
• Manage and coordinate the escalation of urgent and complicated support issues to the respective teams
• Establish new and report of existing progress reports and performance metrics to measure system effectiveness and productivity
• Monitor problem management database and follow up with assigned personnel to ensure timely resolution of problems
• Generation of various service desk reports in an accurate manner and distribution in an effective and timely manner

Minimum Qualifications

• Bachelor’s Degree in IT, Telecommunications (or equivalent) in a related field
• Project Management

Experience & Skills:

• Requires a minimum of 2 years experience in the telecom industry including experience in service desk, customer service or similar fields
• Effective written and verbal communication skills evidenced by work history and accomplishments
• Knowledge of at least one trouble ticket system, NetSuite (desirable)
• Excellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Respond to a broad range of service requests for support by providing information to fulfil requests or enable resolution
• Promptly allocates unresolved calls as appropriate
• Maintains records, informs users about the process and advises relevant persons of actions taken

Attributes:

• Client-focused, relationship-builder
• Integrity, honesty with high ethical standards
• Boundless, passionate and flexible
• Personnel excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required.

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Job Objective

• Working for Open Access Metro (OAMS) to provide training for Open Access Metro.

Key Duties & Responsibilities

• Coach and train employees, clients and contractors as required, lead in developing training materials and technical and soft skills
• Manage a role-based competency plan
• Complete Civil Acceptance (CAC) on projects
• Complete Final Acceptance (FAC) on projects
• Report daily on projects/site visits
• Provide Quality, health services for OAMS, work with WIOCC Group to assist in developing and improving policies, processes and procedures, audits and inspections
• Ensure equipment, tools and are checked
• Assist with the creation of HOD reports
• Assist other departments and perform various projects as needed
• Adhere to all company policies and procedures
  Support WIOCC Group as required

Minimum Qualifications

• Higher National Diploma or Bachelor’s Degree (or equivalent) in a related field

Experience & Skills:

• Technical and Vocational Education and Training experience
• Requires a minimum of 5 years experience in FTTX fibre projects
• Knowledge of H&S regulations and requirements in Nigeria
• Effective written and verbal communication skills evidenced by work history and accomplishments
• Excellent communication and soft skills, including the ability to listen, summarise and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes:

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personnel excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required.

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Job Objective

• Develop a clear understanding of all competitive wholesale pricing in the African wholesale data services market. 
• Measure WIOCC’s pricing strategy against major competitor price movements and ensure that WIOCC’s bespoke service offers are commercially competitive against its core competition to aid effective sales while returning profits in line with WIOCC’s corporate targets.

Key Duties & Responsibilities

• Develop a clear understanding of WIOCC’s services, pricing and positioning in the wholesale data services market
• Ensure accurate competitor prices are sourced from customers, sales and other external agents
• Bespoke price all requests for special prices originating from sales management
• Ensure sales managers have a clear understanding of WIOCC’s price proposition including the supply of possible further negotiation tools
• Develop close working relationships with sales management, bid management, operational, legal and finance to ensure that targeted gross margins are maintained and WIOCC is protected when a client fails to meet certain criteria
• Recommend and advise price responses to competitor’s market initiatives to the Pricing Manager and Director of Commercial Operations
• Actively pursue the necessary intel from the local regional markets to derive price and service reference points that are measurable, factual and comparable to WIOCC offerings
• Design, implementation and maintenance of spreadsheet models and software used in the Commercial Pricing area
• Provide data points from partners and competitors in local regional markets to the Pricing Manager to maintain a database of price intel and services to support faster, more accurate responses to the sales team on x-connects, last mile and backhaul services
• For services in Africa, conduct desktop feasibility studies for last mile and long-haul service requirements for costs to be used in bespoke price solutions
• Provide support to the Pricing Manager in proactively collating data on third-party costs, fibre building spends and business cases to motivate internal pricing approval

Minimum Qualifications

• Bachelor’s Degree in Business related field from a recognised university, with a minimum of 2nd class honours upper division
• Holder of CPA, CIMA or ACCA certification
• At least three years of working experience in an accounting and or sales environment
• Excellent Excel and reporting skills
• Experience working in the telecoms industry will be an added advantage, especially understanding of Data Centers, broadband, metro Ethernet, active Ethernet, FTTx, backhaul and national long-distance services

Attributes:

• Client focused relationship builder
• Integrity, honest with the highest ethical standards
• Boundless, passionate, proactive and flexible
• Highest levels of personal excellence, accuracy, attention to detail, structure and presentation format
• Self-disciplined, ability to manage own time and availability to sales team and organisation
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and ability to collate and interpret data from various sources
• Fluent in written and oral English, French will added advantage
• Good interpersonal skills and the ability to integrate and work within the WIOCC team
• Team leader, manager and motivator