• New Job in a Major Telecommunications Services Provider via MacTay Consulting

  • Posted on: 18 May, 2015 Deadline: Not Specified
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  • MacTay Consulting has been in existence for over 28 years in Nigeria. We are a member of TACK and TMI, international consulting companies operating in over 60 countries and with a combined experience of over 80years.

    Our global network of partners and experience means that our clients enjoy all the benefits of a local office, while drawing upon our multi-cultural knowledge and global delivery resource – whenever required.

    FRENCH SPEAKING DISPATCH

     

    Description
    MacTay Group is recruiting on behalf of one of our clients a telecommunications and Information Technology Solutions provider in Nigeria.

    LOCATION: Lagos, Nigeria.
    SALARY: Negotiable
    REPORTING TO: Dispatch Centre Manager

    JOB OVERVIEW:

     

    • Responsible for work allocation to the Field Operations Field Engineers
    • Handle in and outbound telephone calls in line with internal SLAs
    • Manage work queues (Waiting Internal, Waiting External, Spares, Estates, Jeopardy)
    • Effectively using internal and external IT systems and tools
    • Ensuring internal/external SLAs are achieved or mitigated if applicable

    MAIN RESPONSIBILITIES

    • Responsible for work allocation to the Field Operations Field Engineers. Primarily manual ticket assignment or through optimised automation processes within a Work Force Management system (WFM).
    • Management of non-executable tickets in relevant queues i.e. waiting internal, waiting external, spares, delayed access and climatology
    • Handle in and outbound telephone calls in line with internal SLAs. Following professional telephone etiquette ensuring queries are handled effectively and efficiently
    • Real time Gantt management: ensuring Field Engineers accept, progress, monitor and update tickets. Ensure that engineers have a consistent flow of tickets to manage
    • Monitor email account for information which may highlight known site or network issues, confirmations of access, climbs or requests for assistance from other areas of the business.
    • Manage all incoming high priority and low priority faults that are executable, paying particular attention to high profile tickets such as big hitters, OOS and COOS
    • The ability to work as part of a team or off own initiate in a team driven environment. Negotiation skills with varying stakeholders are key to the role of controller.
    • The ability to represent Ericsson in a professional manor and ensure escalations are kept to a minimum and handled promptly whilst seeking support from varying interfaces.

    Requirements

    • Technical Competencies (Essential and Desirable)
    • Full professional proficiency in French (Essential)
    • Full professional proficiency in English (Essential)
    • Excellent people skills (Essential)
    • Good customer service skills and telephone manor (Essential)
    • IT skills (Essential)
    • Geographical understanding (Essential)
    • Self-motivation (Desirable)
    • Manage workload efficiently (Desirable)
    • Experience using trouble ticketing systems (Desirable)
    • Good written and communication skills) (Desirable)

    Behavioral Competencies

    • Professionalism (Essential)
    • Customer First: anticipate customer and market requirements and adapt to their needs. Understand your customers, anticipate their needs and exceed their expectations
    • Execute swiftly, right first time
    • Accountability – be responsible for impact of your actions, deliver on your commitments

    Respect (Essential)

    • Contribute to the creation of an environment in which team/ individuals are empowered to innovate, make decisions and take action
    • Use diversity as a strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
    • Perseverance (Essential)
    • Passion to win, strive for high achievement
    • Courage – Has the confidence to challenge existing processes or procedures and suggest new ways of working that end up in improved delivery performance

    PLEASE NOTE: ALL NON -FRENCH SPEAKING APPLICATIONS WOULD BE DISCARDED.

    Method of Application

    Interested and suitably qualified candidates should click here to apply online.

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