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 below position:

Job Title: Manager, IVR Management

Location: Lagos

Job Summary

Responsible for ensuring that the Contact Centre impacting IVR systems are developed with relevant capabilities and integrated successfully for a seamless end-to-end call treatment experience.
Responsible for ensuring Customer Care readiness to support new product, service and proposition launches in conjunction with Customer Experience team and other stakeholders.
Principal Functions
Serve as Subject Matter Expert on IVR application design, integration, Identification and database management.
Lead detailed analysis into IVR call flows and identify areas for improvement to enhance customer experience.
Lead the IVR support team in producing monthly, weekly and daily reports measuring effectiveness against set KPI’s.
Act as liaison with IT and other 3rd party vendors to provide required system support.
Identify and apply industry best practices and benchmarks and develop best-in-class process models for the IVR.
Lead cross-functional project teams to identify and deliver process improvement initiatives that will drive increased customer satisfaction on the IVR.
Identify call routing issues and propose solutions for operational effectiveness.
Liaise with other channel managers (Customer Experience, Contact Centre, Retail Sales etc.) to ensure consistence of customer experience across all Etisalat touch points.
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 life cycle.
Participate in cross-functional teams to enhance the service experience for Etisalat customers on the IVR, including identifying, planning, and executing opportunities for improvement.
Conducting and ensuring the timely completion of performance reviews.
People Development & Team Building – Providing direct reports with coaching, feedback, and developmental opportunities and building an effective team.
Planning and Execution – Developing strategic and operational plans for the team, managing execution, and measuring results within the unit.
Perform any other duties as assigned by the Head,Customer Care Support and IVR.

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

Six (6) to eight ( years’ work experience, with at least three (3) years in a supervisory role.
Strong knowledge of Microsoft Office including, Visio, Excel, Access, Think cell,Adobe Illustrator & SharePoint.
Ability to use Avaya Aura Orchestration Designer.
Experience in project management or change management.
Excellent interpersonal and communication skills and the ability collaborate in cross-functional teams
Strong Analysis & Problem Solving skills
A thorough understanding of consumer needs, drivers and issues
Outgoing, organized, persistent, flexible and able to focus on long term goals

Application Closing Date
Not Specified

Method of Application
Interested and qualified candidates should:
Click here to apply online


Job Title: Manager, Corporate Segment

Location: Lagos

Job Summary

The Corporate Segment Manager will be responsible for bringing to market, Etisalat Nigeria’s corporate segment value propositions.
This individual will work cross functionally to develop corporate segment value propositions and collaborate with multiple cross functional groups in bringing them to market.

Principal Functions

Assist in the development of marketing plans and manage the marketing elements of the offers including naming, positioning, marketing brief development, execution, and socialization
Collaborate with sales, training, communication, finance, and operations to ensure flawless execution of all corporate value propositions
Ensures maximum market penetration, growth and profitability through effective implementation of corporate segment strategies
Liaise with the Brand and Experience team to define effective channels for communicating defined / approved initiatives aimed at creating awareness in the corporate market
Provide leadership and guidelines to team members and manages subordinates performance towards the achievement of overall team objectives
Ensure periodic review and update of Etisalat Nigeria’s corporate segment demographic profiles
Proposes market research areas aimed at acquiring intelligence on the preferences and behavioural patterns of the country’s corporate market
Proposes new product initiatives as well as options for convergence aimed at penetrating the corporate segment
Makes recommendations on the design of a customer life-cycle extension plan for Etisalat Nigeria’s corporate segment
Provides input in and makes recommendations on the development of viable market penetration and market share acquisition frameworks for Etisalat Nigeria’s corporate segment
Ensures synergy across functional areas through effective management of inter-functional relations and activities
Prepares & compiles agreed periodic activity and performance reports for the attention of the Head, Enterprise Marketing
Performs any other duties assigned by the Head,Enterprise Marketing.

Educational Requirements

First degree in a relevant discipline.
Post-graduate / professional qualification(s) in a related field (an added advantage)

Experience, Skills & Competencies

Expert knowledge of competitive environment, consumer trends and trade practices in the industry
Six (6) to Eight ( years relevant work experience, with at least three (3) years experience in a supervisory role within the telecommunications industry
Be highly focused and success driven.
Be strategic and analytical thinkers.
Possess excellent communication skills (oral and written).
Possess high levels of integrity and self-regulation.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online


Job Title: Manager, Production Support

Location: Lagos

Job Summary

Responsible for facilitating collaborative communications across product and solution implementation teams that are cross-functional and dispersed across multiple partner organisations.
Manage the entire IT production support staff and provide leadership to other applications systems team members in the enhancement and maintenance of application systems relating to production support activities, including integrated software and hardware configurations.
Accountable for organizing, directing and monitoring staff work assignments,training and coaching, resolution of reported defects as well as the completion of administrative requirements.
Liaise with all relevant teams to assess solution and/or product adoption and overall user experience.

Principal Functions

Provide leadership in developing, implementing and maintaining departmental processes, identifying and resolving departmental issues, and directing, guiding and supporting the staff in the performance of their responsibilities;
Develop and continually refine the production support procedures;
Define and manage scope, budget, schedules, priorities and risk across multiple projects/tasks.
Develop escalation matrix for Mobile Software Application Providers and Aggregators.
Manage the day-to-day activities of the production support staff that provide analysis and definition of efficient, cost effective solutions to reported defects;
Liaise with product / solution design and implementation teams with learning, observations and escalate defects that require a structural change to design.
Discuss all production support aspects with application development team;
Focal point for critical / high impact resolution of defects in products and other solutions in scope.
Co-ordinate escalation and resolution of major product and service issues;
Responsible for managing the production support environment and contribute to defining the requirements for other application environments;
Contribute to the analysis of business process and functional requirements. Review and validate documentation and product/solution specifications;
Assign work, set individual performance objectives for team members;
Monitor and control progress through continuous assessment and feedback;
Ensure the effective coordination of work activities and objectives with other internal departments as required;
Interact with infrastructure, release management,change management, QA, DBA and application development teams to ensure that the application environments are fit for purpose;
Prioritize issues raised and schedule resources to resolve accordingly (ensure appropriate on-call support).
Track the utilization of resources (time and material) across tasks and strive for continuous improvements;
Provide input into the development of the department budget.
Manage budget and control expenses while meeting service requirements;
Develop and maintain good relations with the business community and the outsourced service providers.
Manage all collaborators to agreed SLA;
Monitor post production performance trends and develop Service Improvement Plans.
Ensure availability of SOP manuals for 3rd party products and services.
Communicate fix status and performance metrics to the relevant teams and management in relation to production support;
Escalate areas needing support timely;
Carry out other activities as instructed by the line manager.

Educational Requirements

First degree or equivalent in Computer Science/IT, or a related or relevant discipline;

Experience, Skills & Competencies
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6 to 8 years post-NYSC experience in all phases of application software development, solution architecting, infrastructure and solutions/maintenance life cycles in an enterprise environment. Solid knowledge of solution development alternatives;
Previous supervisory role (1-3 years) in solution development,full-stack development and/or infrastructure lead experience required. Solid knowledge and experience of DevOps, agile delivery and related or similar paradigms desirable;
Demonstrable knowledge of the Intelligent Network platforms (or similar)in use at Etisalat Nigeria, VAS, protocols and technologies are strong requirements;
Strong ability to facilitate collaborative communications.
Well-developed business communications skill (verbal and written), team player, change agent, excellent project management skills, good scheduling, planning and risk awareness and the ability to drive performance within cross-functional team;
Strong leadership, critical thinking and analysis, verbal and written communications skills and proven ability to manage teams that are cross-functional and dispersed across multiple partner organisations;
Strong influencing, planning and relationship management skills.

Application Closing Date
Not Specified

Method of Application
Interesred and qualified candidates should:
Click here to apply online

Job Title: Co-location Coordinator

Location: Abuja

Job Summary

Maintain standard operating condition by ensuring all co-location sites are ready for installation (RFI) within a given SLA by all Co-lo partners.

Principal Functions

Update and maintain real time the co-location data base using the cell tracker
Ensure all ITP’s site acceptance document are fully documented and stored in the shared folder
Track applications and provide progress reports on all site-location activities
Liaise with all co-location providers on sites progress (BTS and ET sites)
Ensure all RFI’ed co-location sites are handed over to the roll out team within approved SLA
Resolve access issues with the co-location providers and control access permission and privileges
Provide visibility of planned co-location sites for all stakeholders
Ensure testing commissioning and integration of indoor deployment
Provide weekly report and input into contract drafting, addendum and negotiation
Prepare and upgrade Etisalat sites for other operators to co-locate as a host
Prepare and present status updates on collocation related matters
Perform any other duties as assigned by your Manager, Colo upgrade and indoor deployment

Educational Requirements

First degree from a recognised University

Experience, Skills & Competencies

One (1) to Two (2) years post NYSC work experience.
Business Application Knowledge
Telecommunications & Mobile Network Standards & Specifications
Personal Effectiveness
Problem Solving
Passion for Excellence
Integrity
Empowering people
Growing people
Team work
Customer Focus

Application Closing Date
Not Specified

Method of Application
Interested and qualified candidates should:
Click here to apply online


Job Title: Specialist Budget & Planning

Location: Lagos

Job Summary

Assist with financial forecasting and analysis of various departmental plans which includes project and product investment appraisals, post implementation review and profitability analysis.

Roles and Responsibilities

Tactical:

Assist in developing tools for analysis and tracking of financial status of projects and products.

Operational:

Inter department collaboration/interface on financial assessment of projects, business models, or business plans as well as perform a review function for products, promotions and tariffs
Assist with special projects financial modelling and analysis
Assist the Manager Financial Planning in the review and testing of the revenue models and assumptions underlying them for inclusion in the business plan
Assist the preparation the quarterly forecast, annual 5/10 year business plan and other strategic plans of the company.
Provide support to project/product teams in respect of financial modelling and reporting function.
Assist in verifying total sales, margin and costs estimates meet plan objectives and report variances when needed.
Perform other duties as instructed by the Manager, Planning.

Education and Experience

First Degree in a relevant discipline from a recognized university.
Certified Membership of Professional association (CIMA, CFA, ACCA, ICAN, etc).
Three (3) – Five (5) years relevant work experience.

Required Capabilities

Knowledge
Budgeting.
Financial Systems Knowledge.
Industry Knowledge.

Skills:

Problem Solving.
Accountability.

Behaviour:

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

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Goodluck to The Applicants.

Source: http://www.irise.com.ng/several-vacancies-at-etisalat-nigeria/