Etisalat Nigeria Job Opportunities

Etisalat’s vision is a world where people’s reach is not limited by
matter or distance; a world where
people will effortlessly stay in touch
with family and friends; a world where businesses of all sizes can
reach new markets without the limitations of distance and travel.

We are recruiting to fill the position below:

Job Title: Senior Engineer, Access Network QoS & Capacity

Location: Abuja

Job Summary

• Monitor, Analyze and operate the 2G and 3G Network KPI performances.
• Voice and Data Quality of Experience Systems and tools on Etisalat Nigeria Network to enhance subscriber’s network experience.

Principal Functions

• Monitor and ensure 2G & 3G data KPI and traffic are in downward trend and report.
• Study and propose ways to improve QoE and QoS for EMTS 2G and 3G
  voice and data subscribers in light of QoS indicators and QoE tools
  output
• Monitor the behavior of key 2G and 3G services (Data, voice, video
  and multi RAB) offered by EMTS and ensure the best QoS and QoE is
  maintained.
• Do Analysis on 2G and 3G OSS, DT and QoE KPIs and KQIs in terms of
  degradations or improvements, provide the RCA and commend solutions.
• Develop End to End TX performance dashboard for whole EMTS network
  categorically for ALL TX network provider in ALL regions including last
  mile, Backhauls and Backbone (Including microwaves, DWDM, FO etc.).
• Provide TX network performance including but not limited to Round
  Trip Time, One-way latency ( A-B & B-A), packet loss,
  retransmissions, Late packet, out-of-sequence loss, Jitter(variation in
  delay) , Unavailable Seconds(US) , Error seconds(ES) , Severely Error
  Seconds(SES) , Background Block Error (BBE) etc. Keep updating and
  sending the dashboard with new modifications, as the need be, to the
  stakeholders as agreed with the line manager. Operate and monitor the
  database for Quality of Experience and analyze KPIs of subscribers on
  the data and voice QoE system
• Responsible for the deployment of QoE software on subscribers mobile Terminals for data and voice QoE monitoring
• Prepare periodic reports on the Quality of Experience of Subscribers for data and Voice activities
• Escalate to the relevant department to resolve problems associated with quality of experience of subscribers on data
• Correlate the output of data and Voice QoE tool Vendor’s performance monitoring tools.
• Conduct research on all identified problems in current wireless, video and cloud technologies and propose solutions.
• Maintain systems to measure performance against established standards QoE tools
• Follow up from Fault management/NOC/BSSOP Department on data performance related alarms until resolved.
• Conduct Audit on 2G & 3G data performance related parameter and Neighbors on a schedule basis.

Educational Requirements

• Bachelor’s degree or HND in Electrical/ Electronics / Communication/ Computer or relevant field

Experience, Skills & Competencies

• Three (3) to Five (5) years post NYSC relevant work experience
• Good problem solving skills
• Knowledge of Microsoft Office (Word, Excel, Power Point etc.)
• Knowledge of 2G and 3G Technology
• Good Communication and reporting skills
• Network Operations
• Telecommunications & Mobile Network Standards & Specifications
• Personal Effectiveness
• Problem Solving
• Excellent analytical skills.
• Can work in tough timelines.
• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Team work
• Customer Focus.
• Cooperative and positive work attitude.

Job Title: Specialist, Capex

Department: Finance
Division: Financial Control
Location: Lagos
Unit: Decision Support
Reports to: Head, Decision Support

Job Summary

• This role will be responsible for managing the Capex management
  function to ensure its benefits are optimized, costs are managed within
  agreed envelopes and constantly provide guidance to the various
  departments on Capex issues

Principal Functions

• Ensure compliance with the capital policies and procedures as detailed in the Capex Framework
• Support the Capex approval process to ensure rigorous optimum return on investment and stringent cost management practices
• Provide decision-support analyses and reporting based on agreed
  timelines and standards to aid management with financial business
  decision making.
• Prepare capital expenditure reports to highlight actuals vs. Budget,
• Prepare reports on cash flow actuals and forecast for capital expenditures
• Conduct ad-hoc physical verifications of physical assets
• Support Fixed Asset Reconciliation and ensure Fixed Assets register is accurate
• Preparation of analysis to support Capex key Performance indicators
• Analyse financial trends to highlight non-profitable Capex projects
• Perform ‘What if’ analysis on Capex initiatives on cost savings, present report and findings to the Manager, Decision Support
• Work with Procurement and stakeholders to monitor and track the
  performance of the suppliers/projects – on time delivery of the
  requirements in the right quality and quantity to deliver the best value
  to the business and customer’s needs
• Develop a standardised Capex Model for assessing Capex request
• Support the Finance support team in developing business cases in
  line with best practices to optimize spend and ensure a return on
  investment within the shortest possible time.
• Carry out any other tasks as directed by the Head, Decision Support

Educational Requirements

• First Degree or its equivalent in Accounting, Finance or Economics.
• Relevant professional part qualification – ICAN, ACCA, or CIMA will be an added advantage

Experience, Skills & Competencies

• Three to Five years post NYSC relevant work experience in reporting, consolidation and financial analysis.
• Experience in consulting and financial advisory services will be an added advantage
• Experience of working with Capex projects
• Strong excel skills and access database skills
• Financial Systems Knowledge (emphasis on Oracle ERP)
• Good Knowledge of GSM industry.
• Good knowledge of Microsoft Office (emphasis on Excel, Power point and Word).
• Accounting/IFRS knowledge
• Good Understanding of financial modeling
• High level of accuracy and attention to details
• Good verbal and written communication
• Strong initiative and ability to manage multiple projects as well as follow through skills
• Ability to work with others in a fast paced, dynamic environment
• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Team work

Job Title: Head, Customer Care Support & IVR Management

Department: Customer Care
Division: Commercial
Location: Lagos
Unit: Customer Care Support & IVR Management
Reports to: Director, Customer Care
Supervises: Manager Resource Planning & Reporting, Manager Outbound Call Centre, Manager IVR Management

Job Summary

• Responsibility for ensuring that the Contact Centre impacting IVR
  systems are developed with relevant capabilities and integrate
  successfully for a seamless end-to-end call treatment experience.
• Responsibility for Contact Centre Forecasting and Scheduling,
  Reporting, Compliance Management, Payroll/Bonus Reporting and
  Verification, Contact Centre/Customer care Reports,
  recruitment/headcount management
• Responsibility for ensuring Customer Care readiness to support new
  product, service and proposition launches in conjunction with Service
  Design team and other stakeholders
• Responsibility for overseeing all Operations of the Outbound Telemarketing Team

Principal Functions
Forecasting & Scheduling:

• Designs, delivers, maintains, runs/completes, distributes and
  manages Contact Centre forecasts and reports using historical data,
  statistical projections, current volume information, sales feedback,
  promotional plans, seasonality and other market trend information from
  various sources (ACD phone system, order management, Business
  Intelligence and other systems) on a daily, weekly, monthly, quarterly,
  annual and/or ad hoc basis which depict metrics, results, call trends,
  etc.
• Forecasts call volume demand and other contact demand volume and
  manages scheduling of sufficiently skilled staff based on historical
  and anticipated volume across all customer segments both short-term,
  medium-term and long-term.
• Schedules agent shifts and communicates shifts to appropriate team members.
• Moderates use of paid time off, leaves of absence and communicates.
  Serves as liaison to HR regarding all staff benefits e.g. bonuses
• Monitors real time contact volume for both call and
  email/chat/social media support and associated service levels and
  staffing requirements.
• Trends real time call arrival patterns and adjusts staffing accordingly.
• Identify call routing anomalies using real time monitoring applications.
• Analyze real time contact center performance for same day staffing adjustments and call routing re-alignments.
• Maintains and enhances Workforce Management System.
• Identifies real time call volume interruptions and system outages that impact contact center performance.
• Escalates contact center interruptions to Director Customer Care and relevant business leaders as required in a timely fashion.
• Maintain current and accurate agent skill set inventory and schedule recruiting / training departments involvement as required.

Compliance Management:

• Ensure that Contact Centre is aware of all labor law requirements
  and that work processes are adapted to meet those requirements.
• Manages schedule adherence reporting and agent feedback process
  including appropriate coaching and disciplinary actions for schedule
  adherence and call center policies that impact KPIs.

Integration Support & IVR Management:

• Manage the seamless integration of new products, services,
  promotions into Customer Care in order to ensure the readiness of
  systems/hardware and frontline/back-office teams to provide high quality
  support well ahead of launch and throughout the product or service
  lifecycle.
• Must ensure good working relationships and the timely exchange of
  information with all stakeholder departments or internal/external
  customers.
• Ensure the continuous improvement of user experience on the IVR and other Call Management Solutions
• Work in conjunction with Call Center Management, Frontline Agents
  and other Internal/External customers to make recommendations on best
  set up of IVR, including designing call flows, language, and prompts to
  meet business and client requirements
• Responsible for gathering and analyzing information, designing and
  testing solutions to problems, and formulating plans regarding IVR
  processes and self-service functionality.
• Coordinates internally/externally to define back-end systems communications requirements related to the IVR system.
• Ensure there is a consistently high level of satisfaction by
  customers with the IVR and self-service functionality; achieve the CSAT
  and experience standards as may be determined by the business from time
  to time
• Ensure continuous optimization of technology including ACD, IVR, Workforce Management and other call center technologies.

Educational Requirements

• First degree in from a recognised university.
• Postgraduate degree and or professional qualification in a related field will be an added advantage

Experience, Skills & Competencies

• Nine (9) to Twelve (12) years work experience with at least three (3) years at managerial level.
• Work Experience in data analytics and work force management
• Very Good knowledge of Contact Centre Operations
• Good Project Management Skills
• Knowledge of IT Architecture
• Requires demonstrated analytical skills, solid mathematics and
  problem solving backgrounds, proficiency in Microsoft Excel, Word,
  Access, and Windows operating systems.
• Experience implementing new software / applications useful.
• Solutions-oriented, detail oriented individual who understands how
  to effectively manage multiple teams in different geographic locations.
• Leader and a motivator,
• Demonstrated strong verbal, written, and presentations skills.
• Proactive working style.
• Able to work with minimal supervision
• Proven ability to meet deadlines with accuracy
• Proven ability to multi-task
• Demonstrated ability to quickly learn new systems and processes.
• Strong documentation skills.
• Detail oriented; accuracy is critical

Job Title: Specialist, Decision Support Technical

Location: Abuja
Department: Finance
Division: Financial Control
Unit: Decision Support
Reports to: Manager, Decision Support Technical
Supervises: Analyst, Decision Support Technical

Job Summary

• Support the Decision Support Manager to ensure agreed targets and
  financial benefits are optimised, costs are managed within agreed
  envelopes and guidance is provided to the Technical Department on
  finance issues
• Support the improvement of the Network Finance processes

Roles and Responsibilities

• Liaise, support and assist the technical business area on all aspects of financial and operational matters
• Provide support for monitoring and controlling the financial
  performance of the technical business area via monthly reporting and
  budgeting/forecasting processes to provide insight into business
  performance
• Support the preparation of techno-economics and accounting analysis/reports as required by the business including:
  • Product Profitability analysis;
  • Cost-benefit analysis
  • Variance Analysis
  • Geo analysis relevant to financial modelling
  • Other accounting analysis as required by the business
• Ensure Oracle reporting data quality and compliance with accounting standards and guidelines
• Provide input into the production of business cases and investment
  appraisals that could have a material impact on the performance of the
  business
• Liaise with business teams to gather required data for post
  implementation review of local business initiatives and business cases
• Follow up on actions from the technical business area’s monthly financial reviews
• Build strong and influential relationships with the technical
  business area to promote seamless working relationships with the rest of
  the Finance community.
• Attend operational meetings to represent Finance within the assigned business team
• Work with the Decision support Manager to implement financial governance within technical team
• Work with the Decision Support Manager to develop and implement an improvement process for OPEX management
• Responsible for Contract management and optimization of contract agreements in compliance with company policy.
• Assist the Decision Support Manager on other ad hoc projects
• Perform any other duties as assigned by the Decision Support Manager

Education and Experience

• First Degree in a relevant discipline from a recognised university
• Membership of Professional association (CIMA, CFA, ACCA, ICAN, etc)
• Three (3) to Five (5) years relevant work experience.
• Experience in Telecoms industry or management/operational consulting is an advantage.
• Proficiency in Microsoft Office; Excel, Word, PowerPoint, Access

Required Capabilities
Knowledge:

• Strong accounting fundamentals
• Knowledge of Oracle ERP & other industrial standard financial systems
• Good understanding of current accounting standards (IFRS)
• Basic technical knowledge of Telecoms
• Financial modeling (OPEX, CAPEX and Revenue)
• Project management

Skills:

• Strong analytical
• Problem Solving
• Risk and cost control conscious
• Quality deliverable

Behaviours:

• Passion for Excellence
• Integrity
• Empowering people
• Growing people
• Team work

Job Title: Head, Contact Centre Operation

Department: Commercial
Sub-department: Consumer Sales & Service
Location: Lagos
Division: Customer Care
Unit: Contact Centre Operations
Reports to: Director, Customer Care

Job Summary

• Responsible for implementing Etisalat’s overall customer operations
  strategy while ensuring effective and efficient operations to meet the
  organisation’s targets.
• Support the operationalization of quality customer service delivery
  within the pre-paid, post-paid and data services environments.

Principal Functions

Tactical:

• Provide input to the development of customer service strategies
  aimed at improving service delivery and enhancing
  satisfaction/experience to all customers via the contact centre channel.
• Keep abreast of global and local best practice as it relates to the unit’s activities.
• Continuously review the activities of the customer operations unit,
  make recommendations for improvement and implement approved
  initiatives to ensure enhanced performance of the team.
• Identify required resources, personnel and funding to achieve the unit’s strategy.
• Establish and maintain relationships with key internal and external stakeholders.

Operational:

• Coordinate the implementation of effective processes, policies and
  procedures for the Contact Centre Operations unit while reinforcing
  Etisalat’s drive for customer service excellence.
• Provide relevant inputs towards the development of specifications
  for all CRM, Billing and other Customer Management Systems
  requirements.
• Ensure the quick and effective resolution of all issues/queries
  from the various business operations units and escalate to the Director,
  Customer Care where necessary.
• Ensure the administration of customer service related trainings in
  liaison with the Call Centre (CC) Training & Quality Assurance
  Unit.
• Ensure introduction and continuous enhancement of a Performance
  Management System in conjunction with CC Training & Quality
  Assurance Unit.
• Ensure adherence to organizational KPIs and make recommendations
  for the continuous enhancement of the unit’s operational efficiency and
  reduction of cost to serve
• Implement the work programs and plans of the unit in line with agreed upon procedures and guidelines.
• Responsible for ensuring Retention Management, Career Pathing and Succession Management within the CC Operations Unit
• Plan and manage the human and material resources of the unit to optimise performance, morale and enhance productivity.
• Foster a culture of continuous improvement.
• Responsibility for call centre roll-out in conjunction with key stakeholders
• Manage inter-functional and vendor relations to ensure synergy
• Provide leadership and guidance to team members and manage
  subordinates’ performance towards the achievement of overall business
  objectives.
• Clearly communicate and establish all business/customer strategies to the various teams and at all levels.
• Monitor and control the budgetary needs of the unit.
• Prepare/compile agreed periodic activity and performance reports for the attention of the Director, Customer Care.
• Perform any other duties as assigned by the Director, Customer Care.

Educational Requirements

• First degree or equivalent in a relevant discipline.
• Postgraduate/ professional qualification in a related field will be an added advantage.

Experience, Skills & Competencies

• Nine (9) to Twelve (12) years work experience with at least three (3) years at managerial level.
• Very Good knowledge of Contact Centre Operations

How to Apply
Interested and qualified candidates should:
Click here to apply online