Job Openings at AirtelTigo

About The Job

Job Summary
The successful candidate will join as a Manager for Customer Engagement in the Customer Experience Department. 

• (S)He will report to the Head, Contact Center, Quality Assurance and Experience manager and will be responsible for developing activities for the AirtelTigo Premier program or any other High Value Customer engagement program to effectively engage High Value Customers. 
• The Customer Engagement Managerial role will also entail leveraging service partner ecosystem and increasing synergies across departments.

Key Responsibilities:

• Work closely with Head of Customer Experience and other stakeholders to provide Premier and B2B Customers with exceptional customer experience.
• Improving customer service experience, create an engaged customer base and facilitate organic growth.
• Support development of a differentiated customer experience engagement plan for High Value Customers (Premier & B2B)
• Set a clear mission and deploy strategies focused on that mission.
• Develop service procedures, policies, and standards.
• Keep accurate records and document customer service actions and discussions.
• Analyze statistics and compile accurate reports.
• Responsible for the promotion and adoption of self-care by High Value Customers (Premier & B2B)
• Organize engagement initiatives to create stickiness and reduce inactivity and churn.
• Taking ownership of customers issues and following problems through to resolution
• Recruit, mentor and develop customer service agents and nurture an environment where they can excel through encouragement and empowerment.
• Reduction of High Value Customer (Premier & B2B) pain points through effective engagement.
• Responsible for recruiting benefit partners for AirtelTigo Premier program.
• Monitoring and analyzing usage trends to ensure maintained or increased customer usage to boost revenue.
• Training and supervision of Customer Engagement Executives and other front-end staffs in their management of High Value Customers (Premier & B2B).
• Keep ahead of industry’s developments and apply best practices to areas of improvement.
• Adhere to and manage the approved budget.
• Ensure good ratings on T-NPS and CES.

Required Qualification and Experience:

• Bachelor’s Degree from a recognized institution
• MBA from a recognized institution is a plus.
• 3- 4 years of experience in High Value Customer management including 2-3 years in a similar role.

Core Competencies:

• Strong working knowledge in High Value Customer Management.

Analytical:

• Solid knowledge of CEX including T-NPS and CES.
• Excellent knowledge in customer complaint management /process
• Excellent planning skills
• Good negotiation skills
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing
• Strong coaching skills
• Culture sensitivity

Key KPIs:

• Engagement KPIs
• T-NPS/CES Scores

Ready to be part of our dynamic and innovative team?

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About The Job

Job Summary
The successful candidate will join our team as the Director for Administration in the Supply Chain Department.

• (S)He will report to the Chief Supply Chain Officer and will Plan, organize and manage all facilities and fleet of the business as well as the staff of the Administration department.

Key Responsibilities:

• Direct Management responsibility for a Facilities Manager, Fleet Manager and Business Support Services Manager
• To budget, liaise with Procurement to source contractors and suppliers and perform strategic planning.
• To lead all Administration business planning activities and contribute to corporate planning at a strategic level.
• To plan, direct, manage, coordinate and supervise programs for acquisition, utilization, maintenance, repair, replacement and disposal of fleet vehicles.
• To provide a cost effective, efficient transport service that supports operational requirements whilst ensuring compliance with all legislation associated with a fleet operations.
• To champion the delivery of specific fleet related projects and accurate budget management and reporting.
• To manage the performance of the Fleet section, establish and maintain service delivery standards, the development and delivery of the Fleet Strategy and delivery of strategic service objectives and contract targets
• Responsible for interfacing with senior management and regulatory auditors
• To ensure that all sites are managed and supported in an efficient and timely manner and in a condition, appropriate to their use. This includes overseeing any programme of construction, refurbishment and maintenance projects and managing the performance of the multi-disciplinary service partners.
• To take a part in developing Sustainable Development policy and initiatives and to deliver a programme of development and maintenance which ensures that reduction targets are met from utilities conservation and maximum energy efficiency for the future.
• Provide technical advice as necessary to client departments and appointed consultants and contractors for the design and operation of building services & systems.
• Manage the maintenance of the structure and fabric of all buildings.
• Oversee accommodation needs and support the development of the accommodation strategy.
• Assist as a specialist user in the procurement of administrative supply contracts, consultancy support and works contracts in accordance with financial and procurement policies and procedures.
• Ensure that all Office Service Equipment and contracts are managed effectively and efficiently to provide a customer focused service. This includes general transport, stationary, postage, water coolers, photocopiers, vehicles, and travel provisions.
• To provide a high-quality service to internal clients based on agreed service standards.
• Implement a policy of continuous improvement and develop, present, and implement new ideas to improve the scope and quality of service delivery standards.
• Oversee the coaching and education of all teams involved in Administration in procedures, policies and in safety practices. Meet regularly with them to discuss concerns.
• To ensure that departmental budgets are managed and controlled in strict accordance with financial policies and procedures, including all maintenance, leasing, projects, and CAPEX and OPEX

Required Qualification and Experience:

• Bachelor's degree in supply chain management, logistics, or business
• Valid clean driving record
• Fleet maintenance experience
• Facility Management Professional (FMP)
• Certified Facility Manager (CFM)

Minimum Experience:

• Minimum 2 years in Facility or Fleet Management
• Minimum 5 years Management experience
• Experience in maintenance trades
• Knowledge of current health and safety regulations
• Demonstrated stable proven track record.

Skills:

• Ability to determine and discuss building needs and communicate these to contractors, suppliers, and all key stakeholders.
• Accounting to meet budgets and identify cost-saving measures.
• Ability to handle multiple tasks.
• Customer service for Staff and stakeholder satisfaction
• Analytical thinking and problem-solving
• Business management, including scheduling, strategic planning, and administration.
• Understanding of current building, health, and safety regulations

Core Competencies:

• People management
• Excellent oral and written communication and reporting skills
• Advanced Excel skills
• Independent with good work attitude and high level of integrity

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About The Job

Job Summary
The successful candidate will join our team as an Officer for Projects in the Network Department. 

• (S)He will report to the IT PMO and will plan, execute, and finalize projects according to strict deadlines and within budget. 
• This includes acquiring resources and coordinating the efforts of team members and third-party contractors or consultants in order to deliver projects according to plan. 
• The Project Officer will also define the projectâs objectives and oversee quality control throughout its life cycle.

Key Responsibilities:

• Define IT project objectives, scope and schedules
• Develops and maintains IT detailed project plans and controls
• Co-ordinate stakeholders, including external suppliers, and working groups engaged in IT project work.
• Identify cross-functional blocking points and identify solutions to meet productivity, quality and service delivery goals.
• Monitor and report IT projects progress, risks and performances
• Adhere to the Company’s PM Policies, procedures and methodologies.
• Manage, control and execute CAPEX for IT Projects

Strategy & Planning:

• Define project scope, goals and deliverables that support business goals in collaboration with senior management and stakeholders.
• Effectively communicate project expectations to team members and stakeholders in a timely and clear fashion.
• Liaise with project stakeholders on an ongoing basis.
• Set and continually manage project expectations with team members and other stakeholders.
• Plan and schedule project timelines and milestones using appropriate tools.
• Track project milestones and deliverables.
• Determine the frequency and content of status reports from the project team, analyze results, and troubleshoot problem areas.
• Define project success criteria and disseminate them to involved parties throughout project life cycle.
• Conduct project post-mortems and create a recommendations report in order to identify successful and unsuccessful project elements.
• Develop best practices and tools for project execution and management.

Acquisition & Deployment:

• Estimate the resources and participants needed to achieve project goals
• Draft and submit budget proposals and recommend subsequent budget changes where necessary
• Where required, negotiate with other department managers for the acquisition of required personnel from within the company.
• Determine and assess need for additional staff and/or consultants and make the appropriate recruitments if necessary, during project cycle.

Operational Management:

• Direct and manage project development from beginning to end.
• Develop full-scale project plans and associated communications document.
• Delegate tasks and responsibilities to appropriate personnel.
• Identify and resolve issues and conflicts within the project team.
• Identify and manage project dependencies and critical path.
• Develop and deliver progress reports, proposals, requirement documentation, and presentations.
• Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Coach, mentor, motivate and supervise project team members and contractors, and influence them to take positive action and accountability for their assigned work. Build, develop, and grow any business relationships vital to the success of the project.

Required Qualification and Experience:

• Bachelor's or master's degree in Computer Science, computer engineering or related field (System Engineering, Information Systems Engineering, Electrical/Electronic Engineering, Telecommunication
• Engineering, Network Systems Engineering)
• Minimum 5 years’ experience working in the telecommunications industry
• Understanding of project management principles. PMP certified preferred
• Proven experience management projects. (For Telcos preferably)

Minimum Experience & Essential Knowledge:

• Strong knowledge and solid experience in Business Processes for Telco’s (eTOM Model preferably)
• Strong knowledge and solid experience in processes and applications (For telcos preferable)
• Knowledge in developing and maintaining PMI policies and procedures
• Knowledge and experience in project management. Must have very strong skills in Project Initiation especially in requirements gathering, understanding the level of detail required to proceed with any project, project estimation, planning and rapid mobilization.
• Good understanding of Telecommunication and computer systems characteristics, features, and integration capabilities.
• Experience in link and apply complex technologies to business strategies. Comprehend complex, technical subjects.

Core Competencies:

• Exceptional service and results orientation.
• Superior analytical and problem-solving abilities.
• Ability to work under pressure and time constraints
• Ability to work effectively with a wide range of cultures in a diverse community
• Ability to present ideas in business-friendly and user-friendly language. Successfully presents technical information. Ability to make effective and persuasive speeches and presentations to senior management.
• Ability to achieve results through others.
• Excellent self-organization and self-direction in performance of tasks, including time management skills.
• Maintaining up-to-date knowledge of all technological advances is crucial.