Central Operations Support Analyst at Vodafone Ghana

Role Purpose

To survey, install, provide, and maintain Fixed Voice and Broadband Last-mile connectivity (via Copper and Fibre) to customers.

Key Accountabilities And Decision Ownership

• To monitor and track all Fixed Customer requests and ensure 80% completion within the agreed service levels (Install 3days and Faults 2 days)
• To support with process efficiency (i.e., process simplification and automation) within the Central Operations Team
• Ensure the delivery of all Fixed transformation projects/digitization (auto Scheduling, Auto provisioning, FSM upgrade, VIM enhancement, Appointment booking etc.)
• To implement stop gaps and role out projects to achieve 100% Inventory health (i.e., numbers, IPs, Network, and customer information)
• To drive performance by provide insight and analysis on AVAYA for all Back Office Agents (Troubleshooting, Inventory, and provisioning support and Schedule control Agents)
• To Organise and facilitate Training programs for Agents in the Central Operations Team and Engineers (Collaboration with training school)
• To Conduct monthly Knowledge check quizzes for the entire Fixed Services Unit
• 100% Completion of all UAT request
• To ensure the timely submission of a daily operational dashboard report and provide insight on delayed request, completed request and red flags for management decision
• To provide Insight into Customer related jobs, wrong pending reasons, and defects within the Central Operations Space
• Responsible for the generation of performance report for Both field operations and the Central Operations team
• Ensure timely delivery of the Fixed Quality KPI report (Early life failure (ELF), Incomplete installations (ICI) and Repeat report) and ensure the achievement the 5% Target
• To collaborate with the Quality team an ensure a quality and standardisation within the Vendor operations space
• Responsible for the End-to-end fixed Experience and reporting

Core Competencies, Knowledge And Experience

• Extensive knowledge in Fixed Telecommunication Networks architecture
• Extensive Knowledge in digital transformation, process automation and reengineering
• Proficiency in the use of Microsoft office suit, Excel, word, Power point, Oracle SQL
• Leadership and people management skills
• Ability to Speak and present in public and at management meetings
• Excellent Customer Experience skills

Technical And Professional Qualifications

• Bachelor’s degree in Electrical/Electronic Engineering, Mathematics and Statistics, Computer Engineering, Computer Science and other related
• Customer Experience training
• Knowledge in the use of emerging technologies (IOT, AI, Agility, robotics)
• Programming Knowledge (web and mobile development) is an added advantage
• Knowledge in the management of operational Health and Safety