French Speaking Dispatch Job in a a Telecommunications and Information Technology Solutions provider in Nigeria
MacTay Group is recruiting on behalf its clients, a Telecommunications
and Information Technology Solutions provider in Nigeria to fill the
position of:
Job Title: French Speaking Dispatch
Location: Lagos
Reporting To: Dispatch Centre Manager
Job Overview
- Responsible for work allocation to the Field Operations Field Engineers
- Effectively using internal and external IT systems and tools
- Ensuring internal/external SLAs are achieved or mitigated if applicable
- Handle in and outbound telephone calls in line with internal SLAs
- Manage work queues (Waiting Internal, Waiting External, Spares, Estates, Jeopardy)
Main Responsibilities
- Responsible for work allocation to the Field Operations Field
Engineers. Primarily manual ticket assignment or through optimised
automation processes within a Work Force Management system (WFM).
- Monitor email account for information which may highlight known
site or network issues, confirmations of access, climbs or requests for
assistance from other areas of the business.
- Manage all incoming high priority and low priority faults that
are executable, paying particular attention to high profile tickets such
as big hitters, OOS and COOS
- The ability to work as part of a team or off own initiate in a team driven environment.
- Negotiation skills with varying stakeholders are key to the role of controller.
- The ability to represent Ericsson in a professional manor and
ensure escalations are kept to a minimum and handled promptly whilst
seeking support from varying interfaces.
- Management of non-executable tickets in relevant queues i.e.
waiting internal, waiting external, spares, delayed access and
climatology
- Handle in and outbound telephone calls in line with internal SLAs.
- Following professional telephone etiquette ensuring queries are handled effectively and efficiently
- Real time Gantt management: ensuring Field Engineers accept, progress, monitor and update tickets.
- Ensure that engineers have a consistent flow of tickets to manage
Requirements
- Technical Competencies (Essential and Desirable)
- Full professional proficiency in French (Essential)
- Full professional proficiency in English (Essential)
- Self-motivation (Desirable)
- Manage workload efficiently (Desirable)
- Experience using trouble ticketing systems (Desirable)
- Good written and communication skills) (Desirable)
- Excellent people skills (Essential)
- Good customer service skills and telephone manor (Essential)
- IT skills (Essential)
- Geographical understanding (Essential)
Behavioral Competencies
Professionalism (Essential):
- Customer First: anticipate customer and market requirements and
adapt to their needs. Understand your customers, anticipate their needs
and exceed their expectations
- Execute swiftly, right first time
- Accountability - be responsible for impact of your actions, deliver on your commitments
Respect (Essential):
- Contribute to the creation of an environment in which team/
individuals are empowered to innovate, make decisions and take action
- Use diversity as a strength, ensure equal opportunities and listen to the views of others whilst offering productive feedback.
Perseverance (Essential):
- Passion to win, strive for high achievement
- Courage - Has the confidence to challenge existing processes or
procedures and suggest new ways of working that end up in improved
delivery performance
How to Apply
Interested and qualified candidates should:
Click here to apply online
Note: All non French speaking application would be discarded