Fixed Solutions Analyst (Contract) at Vodafone Ghana

About The Job

Role Purpose

• The person is responsible for the daily management of All Fixed related complaints such as fixed faults, installations and surveys. 
• He / She is also will provide Level 2 support to VBS, Retail Shops, AD Shops, Experience Centre as well as account related and data billing issues.
• The goal is to execute the Service Delivery and Fault resolution processes by providing co-ordination and communication to enable the accomplishment of all Fixed related issues and some aspect of Service Requests logged for all Fixed voice/data customers. 
• Facilitate the resolution of all cases by ensuring monitoring, tracking and ownership of all cases logged, including incident escalations where necessary.

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
• 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

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