Mobile Solutions Analyst (Contract) at Vodafone Ghana

About The Job

Role Purpose

• Key interface for service request/resolution management; working as a full member of the Mobile Solution team responsible for processing and resolving mobile incidents.
• The Mobile Resolution Manager will assist the Customer Operations Manager to ensure the overall design and execution of Second level Support Mobile Experience for Vodafone Ghana 

This include but not limited to:

• To provide professional inputs in the provisioning/resolution of mobile services for consumer and corporate accounts. 
• Track all mobile incidents and escalate failed processing and system related issues. 
• To contribute professionally to commercial/VBS operation activities as part of the strategy to safeguard and grow profitable revenues.  

Key Accountabilities and Decision Ownership:

• Responsible for supporting all internal mobile service provisioning/resolution as well as requests escalated from the retail shops and other sales channels. This includes ensuring that set standards are met and end to end provisioning process  duly followed  
• Support the Mobile Solutions Manager in developing operating provisioning/resolution processes and procedures to offer improved customer experience for corporate and consumer accounts.
• Work with the Mobile Solutions Team in developing a service request/resolution strategy to ensure completion of all requests within agreed timelines.
• Support the Mobile Solutions Manager to reduce or eliminate mobile challenges, track and escalate all processing/system related issues via laid down processes and procedures
• Responsible for resolving MDP related complaints escalated to the team.  
• Manage the implementation of new product propositions in the billing system.
• Full integration of quality management processes within the Mobile Solutions team and their effective deployment on a day-to-day basis.
• Provide daily performance data to support management decision-making.
• Ensure full compliance with telecommunications licence provisions, sector regulations and competition laws. 
• Generate weekly and daily reports and update all stakeholders  
• Maintain effective working relationships with internal and external suppliers. Build strong relationships with key stakeholders within Technology to ensure full benefit is made of their services in relation to reporting and business intelligence.
• Help identify training needs for retail, AD/franchised shop agents, and recommend appropriate training for them.
• Identify and report major mobile service concerns and work with stakeholders to define and resolve the issues.
• Agree a set of performance KPI targets and measures; regularly assess and report on provisioning/resolut

Core Competencies, Knowledge and Experience:

• Contribute to the Vodafone Ghana sales plan and budget, providing relevant inputs. 
• Experience of designing, implementing and operating integrated channel management systems in an enterprise solutions environment. 
• Ability to present compelling business cases for investment in integrated channel management.  
• Ability to exercise "thought leadership" throughout Vodafone Ghana and customer organisations. 
• Ability to lead an integrated channel management project team, motivating others to achieve targets. 
• Analytical thinker who can plan/execute action to exploit business opportunities. 
• Ability to respond quickly to changing priorities and business requirements and to accommodate these within longer term plans and strategies. 
• Utmost professional integrity. 

Technical and Professional Qualifications:

• Degree or equivalent in IT, business studies or related discipline 
• 3 years’ experience of customer service management, mobile service resolution in the telecommunications or ICT sectors 
• Knowledge of the telecommunications sector 
• Experience of implementing/working with IT systems
• Sound commercial acumen 
• Good relationship building skills 
• Knowledge of Mobile Fixed products 
• Experienced in statistical analysis 
• Ability to work in matrix teams 
• Experience in using Microsoft word, Excel, PowerPoint