New Job in a Major Telecommunications Services Provider via MacTay Consulting

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.