Fixed Solutions Analyst (Contract)

Vodafone

The service of a Fixed Solutions Analyst (Contract) is needed at Vodafone Ghana. 

Key accountabilities and decision ownership:

  • Act as a Point of Contact for Fixed service delivery issues within Vodafone for queries and escalations.
    • Manage fixed request, complaints and escalation process – engage with customers and stakeholders.
    • Fixed data customer billing
    • Fixed Line testing, number creation, adding and removing call features
    • Credit Adjustments
    • Plan Changes Request
    • Static IP Configuration
    • Email Account Creation / Configuration
    • Provide 2nd Line support for fixed field Engineers and resolve non fixed issues

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  • Detection and Analysis of Customer Complaint trends
    • Assess and manage increases or delays in particular fault categories
    • Review adherence to processes and procedures by frontline staff (Retail, EBU and Call Centre)
    • Provide update on early detection of system issues affecting customers
    • A strong ability to analyse and solve problems in order to gives appropriate feedback to team, stakeholders and management.
    • Acting to solve discovered problems/issues in line with set processes and procedures.
  • Capability and effectiveness.
    • Provides accurate and up to date information on a regular basis to keep, stakeholders and other managers informed of any problems.
    • Must have a detailed and working knowledge of all relevant fixed technologies, products, services or processes for effective troubleshooting
    • Accountable for ensuring the smooth flow of Fixed Voice, Fixed Broadband faults and installation for both Consumer/EBU .
    • Confirm before closing all FBB fault repairs to ensure a good customer experience and reduce repeat faults.
    • Ensure stakeholder engagement and support to achieve organizational objectives through visible and effective personal interventions
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  • Process Improvement and Training Needs in Retail, EBU and Call Centre and ensuring resource availability for the FBB sales teams and accurate data for stakeholder (FS)
    • Ensure unused data resources tied to uninterested inactive customers are freed for resale by sales teams to ensure a continuous growth in the active customer base.
    • Ensuring smooth flow of service from Order to Install and facilitate a superior customer experience to guaranteeing that fault to repair periods are minimised.
    • Ensure non fluid faults are made fluid to enhance the customer experience journey
    • Fixed line terminations, disconnections, Recoveries and Reconnections
    • Recommend process improvements for areas or refresher training based on wrong reporting by frontline staff or other provisioning errors
    • Review process areas that can lead to work improvement
    • Responsible for Escalating of System Outages
    • Ensure immediate reporting and escalation of systems and tools outages or errors including: CRM, NCE, U2000, N2000, all Billing systems, MSANs,OLTs, BRAS etc. and work with stakeholders to resolve. 

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Technical and Professional Qualifications

  • Warm with strong customer focus 
  • Excellent communication skills 
  • Self-motivated and competitive 
  • Ability and interest to learn about technology 
  • Able to analyse information 
  • Commercial awareness – an appreciation and interest in the mobile telecommunications industry
  • Working knowledge of all products and services 
  • Phone Skills
  • Listening skills
  • Attention to Detail
  • Problem Solving skills
  • Time Management competency
  • Quality and Operations oriented
  • Leadership
  • Experience using Microsoft Office especially proficient in excel & PowerPoint

How To Submit An Application For 

Apply Here

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