Vodafone Ghana Jobs 2023

Job Description

Job Title: Central Operations Support Analyst 

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

Not a perfect fit?
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.