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
- 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
