Massive Nationwide Recruitment at Swift Networks

Our company, Swift Networks is an Indigenous Internet Service Provider Company with outlets spread all

over Lagos State. Our core services are the provision of high speed internet services, telephony and IP – VPN services to both residential and enterprise subscribers.

Support Center Executives (Field Engineers)

 

Main Responsibilities

• Proper design and implementation of monthly roster for all the departments to ensure that service level KPI is achieved.


• Forecasting workforce requirement and making necessary arrangements for smooth operation.


• Ensuring that PSM (performance scoring module) is shared with all the departments on daily/monthly basis.


• Conducting business processes re-engineering and assist in the development of new business processes and procedures pertaining to Customer Retention Unit


• Creating different reports required by the management on daily, weekly and monthly basis in regards to analyze performance of the division and the projects within the division.


• CRM reporting of SLA of TMS queues.


• Automation of the reports to ensure effective time management.


• Involvement with other functions of the division to help in achieving KPI targets whenever required


• Responsible for data base management of the division.


• Measure and analyze ticket traffic and utilize data against staffing to ensure adequate staffing across appropriate hours of operation.


• Capacity planning and forecasting of workforce (i.e. number of staff for each shift) by studying and analyzing different data and trends.


• Routine analysis of reporting trends, improvement opportunities and successes.


• Provisioning of on demand reports and data analysis in regards to workforce.


• Maintaining CRU employees performance data base for records.


• Maintaining and managing of requests in order to keep the systems up-to-date.


• Identifying system needs and resource requirements to keep on improving data analysis systems in accordance to number of employees.  Meeting with needs and requirements of the Contact Center staff regarding various administrative tasks.


• Maintaining and Presenting Performance Scoring module of whole contact center staff on daily/weekly/monthly basis accurately.

Key Competencies- Knowledge, Skills and Behaviour

• Any graduation degree with cumulative grade of 2nd class upper


• SQL and MS Excel advance level certification is a must. Visual Basic certification will be an added benefit


• 2-3 years of call center and customer service experience


• Multi-task, maintain a high standard of service and quality


• Ability to have stress and time management.


• Strong analytical and reporting skills with MS office and other data base tools & application


• Comprehensive understanding of Basic VB , Crystal Reports, Sale and Customer Care analysis and reporting

Customer Care Representatives

 

Main Responsibilities

1.  Meeting quantitative and qualitative KPIs
2. Communicating accurate and precise information of products and services, value added services, packages, and on going promotional activities to the caller/customer
3. Taking all possible measures to timely resolve customer’s query and processing them in accordance with our established procedures and policies
4. Responsible for responding to technical queries related to VOIP, Internet and Data services on different platform such as WiMAX, Wifi by using standard procedures
5. Comprehensive understanding and knowledge of using Customer Relationship Management (CRM) software to deal with incoming calls
6. Ensure full compliance of all related software applications and a strong handling power to assist customers
7. Logging all queries properly and escalating possible complaints to the concerned teams using effective tools
8. Regularly attending training and coaching sessions conducted. Learning about organization’s products or services and keeping up-to-date with any changes to them
9. Suggesting alternatives and possibilities to resolve customers’ complaints on priority basis
10. Giving feedback and reporting customer issues/problems to Supervisor to ensure maximum customer satisfaction and to aware management with current trends and demands
11. Ensuring the retention measures according to the standards

Key competencies- Knowledge, Skills and Behaviours

• Any graduation degree with cumulative grade of 2nd class upper division
• Excellent communication, presentation skills & negotiation skills
• Multi-task, maintain a high standard of service and quality
• Ability to have stress and time management.
• Technical Support Expertise to handle customer complaints which requires prior computer handling skills.

Team Lead – Projects

• Accountable for executing project delivery for the applicable part of the project scope


• Main responsibility to ensure operational continuity and smooth execution by implementing proactive delivery management practices


• Ensures services delivery management based on PMI principles and in full alignment with Swift SOPs

Summary of key activities:

• Continuous Project Management Planning and implementation of the Project Management Plan


• Scheduling, forecasting and progress tracking.


• Controlling and optimizing services delivery performance (operational KPIs i.e. SLA, time, scope, quality)


• Co-coordinating the people involved in services delivery

Key Performance Indicators:

• Operational non-financial KPIs (e.g. acceptance metrics)


• Project Delivery on Time

Key activity descriptions:

• Continuous Project Management Planning and implementation of the Project Management Plan


• Contributes to the customization of global E2E operational processes to project requirements (e.g. network operations processes, supply chain process, logistics processes, acceptance process etc.) and ensures it is aligned with Swift SOP


• Contributes proactively to Project Management and Delivery Processes Planning to reflect the changing environment.


• Responsible for communication of Project Management Plan and related processes to the relevant stakeholders


• Contributing to achieving the project targets set in the PIP to for the applicable parts , Scheduling, forecasting and progress tracking


• Ensures that services delivery management relies on fact based and verified schedules and forecasts (or the applicable part of the project scope), including e.g.


• Collects actual services delivery performance information and compares actual performance with baseline(s)


• Determines the causes to any perceived deviation


• Collects information to provide latest estimates to completion


• Implements proactive re-planning to keep the services delivery on the course


• Ensures that schedules and forecasts are kept up to date and communicated to relevant stakeholders


• Ensures that constraints and risks are managed successfully


• Controlling and optimizing services delivery performance (operational KPIs i.e. SLA, time, scope, quality)


• Controlling, reporting and optimizing services delivery* in alignment with relevant Project Management processes e.g. time management, cost management, scope management, quality etc. Is responsible of e.g.


• Providing sufficient operational visibility to relevant stakeholders (e.g. PBM, PMO, Customer) through specific tools


• Monitors and controls services delivery with operational KPIs


• Participation to periodic reviews e.g. Review Meetings


• Coordinates services delivery related operational tasks, e.g. Managing issues, Tracking the status


• Co-coordinating the people involved in services delivery


• Co-coordinating relevant stakeholders, e.g.


• External partners (e.g. subcontractors, contractors, 3rd party)


• Customer


• Project teams


• Setting up and maintaining clear and effective internal and external communication within the relevant project stakeholders (e.g. customer and project teams)

Position Requirements

• Experience in Various Radio Rollout Technologies (2G, 3G, LTE) is a Must


• Telecom experience of not less than 6 years.


• In depth understanding of LTE & Fiber is plus.


• A second class (upper division) in an Engineering or related field from a reputable university.


• Experienced in managing multiple projects simultaneously

Business Analysis & Reporting Executive

 

Main Responsibilities

1. Proper design and implementation of monthly roster for all the departments to ensure that service level KPI is achieved
 2. Forecasting workforce requirement and making necessary arrangements for smooth operation
3. Ensuring that PSM (performance scoring module) is shared with all the departments on daily/monthly basis
4. Conducting business processes re-engineering and assist in the development of new business processes and procedures pertaining to Customer Retention Unit
5. Creating different reports required by the management on daily, weekly and monthly basis in regards to analyze performance of the division and the projects within the division
6. CRM reporting of SLA of TMS queues
7. Automation of the reports to ensure effective time management
8. Involvement with other functions of the division to help in achieving KPI targets whenever required 
9. Responsible for data base management of the division 
10. Measure and analyze ticket traffic and utilize data against staffing to ensure adequate staffing across appropriate hours of operation.
11. Capacity planning and forecasting of workforce (i.e. number of staff for each shift) by studying and analyzing different data and trends.
12. Routine analysis of reporting trends, improvement opportunities and successes.
13. Provisioning of on demand reports and data analysis in regards to workforce.
14. Maintaining CRU employees performance data base for records
15. Maintaining and managing of requests in order to keep the systems up-to-date.
16. Identifying system needs and resource requirements to keep on improving data analysis systems in accordance to number of employees.
17. Meeting with needs and requirements of the Contact Center staff regarding various administrative tasks.
18. Maintaining and Presenting Performance Scoring module of whole contact center staff on daily/weekly/monthly basis accurately.

Key Competencies- Knowledge, Skills and Behaviour

1. Any graduation degree with cumulative grade of 2nd class upper division
2. SQL and MS Excel advance level certification is a must. Visual Basic certification will be an added benefit
3. 2-3 years of call center and customer service experience
4. Multi-task, maintain a high standard of service and quality
5. Ability to have stress and time management.
6. Strong analytical and reporting skills with MS office and other data base tools & application
7. Comprehensive understanding of Basic VB , Crystal Reports, Sale and Customer Care analysis and reporting

Method of Application

Massive Nationwide Recruitment at Swift Networks