Etisalat is a landmark telecommunication company in Nigeria.Its records are still unbeaten till date. Etisalat is currently recruiting as shown below: Job Title: Manager.Customer Relationship Management Location: Lagos,NG Function Job Summary This role requires a mix of business and technical management skills (service ownership role). The successful candidate will oversee, maintain and provide operational support to Etisalat Nigeria’s repository of customer facing and front-line solutions. He or she will lead a team of Specialists and Analysts who form the solution support. Drive service innovation, support all enhancements and new implementations in the associated OSS/BSS domains and liaison with vendors/partners and end users on matters related to strategy, product evolution and service quality. Principal Functions Manage and oversee the analysis, build, design, implementation and acceptance of new products configuration in the customer facing and front-line /voucher management and mediation modules; Oversee implementation, integration and upgrade of new/existing solutions in the Customer relationship management module (CRM) enterprise wide; Oversee resource planning for the order handling process for SIM cards, recharge vouchers and ensure the demand requirements are met within stipulated timelines; Oversee the technical scoping, capacity planning, hardware sizing and system functional requirement availability for the customer facing and front-line systems; Ensure timely delivery of all enhancements, initiatives and projects; Prepare RFxs, business cases and audit statement of compliance and functional requirements for customer facing and front-line solutions; Manage the daily activities of the Customer Management team to ensure constant system availability, acceptable end user experience and perform routine and ad hoc maintenance activities; Work with the IT Strategy, Infrastructure and Service Management teams to ensure adequate resource capacity is available to meet business demands; Ensure all queries from internal customers are resolved within agreed SLAs; Coordinate the monitoring and documentation of operating procedures and resolution of slow performance issues; Ensure the provision of support functions down to the last line of support (for problems relating to database and operating systems) before escalating to IT vendor; Assist in planning and managing the human and material resources of the unit to optimize performance, morale and enhance productivity; Manage inter-functional relations to ensure synergy across the various departmental functions.; Prepare/compile agreed periodic activity and performance reports for the attention of the Head, OSS & BSS; Attends all meetings and provide all required reports/KPIs in a timely manner; Perform any other duties as assigned by the Head, OSS & BSS. Educational Requirements First degree or equivalent in Engineering, Computer Science/IT, or a related or relevant discipline. Postgraduate and/or professional qualifications in related fields will be an added advantage; Strong experience implementing / integrating call centre / CTI solutions. Specifically, good working knowledge of the Avaya Call Centre suite will be a great advantage Good technical knowledge of integration /middleware technologies and approaches, core network elements (e.g. SMSC, USSD GW, VAS platforms, etc.) including experience of the Intelligent Networks (IN)/Charging platforms, voucher management, CRM tools, etc.; Knowledge of/familiarity with TMF or related / comparable standards will be advantageous. Experience,Skills & Competencies Between six (6) and eight (8) directly relevant post-NYSC work experience in the telecommunications industry in Nigeria or key markets in Africa, preferably in a team-leading or supervisory role Ideal candidate must be able to demonstrate: Experience with producing business cases and Unified Modelling Language (UML)/other renowned solution modelling experience; Ability to communicate complex technical details in very simple and clear business terms; Effective at influencing and negotiating solution options. APPLY HERE Job Categories: Telecoms & ICT. Job Types: Full-Time. Job expires in Endless.
Posted on: Mon, 07 Oct 2013 21:53:18 +0000
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