MacTay Consulting has been in existence for over 28 years in Nigeria. We are a member of TACK and TMI, international consulting companies operating in over 60 countries and with a combined experience of over 80years.
Job Title: French Speaking Dispatch
Location
Lagos
Job Field
Administration, Secretarial
Description
MacTay Group is recruiting on behalf of one of our clients a telecommunications and Information Technology Solutions provider in Nigeria.
Job Detail
Responsible for work allocation to the Field Operations Field Engineers
Handle in and outbound telephone calls in line with internal SLAs
Manage work queues Waiting Internal, Waiting External, Spares, Estates, Jeopardy
Effectively using internal and external IT systems and tools
Ensuring internal, external SLAs are achieved or mitigated if applicable
Role
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.
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
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.
Requirements
Technical Competencies
Full professional proficiency in French
Full professional proficiency in English
Excellent people skills
Good customer service skills and telephone manor
IT skills
Geographical understanding
Self-motivation
Manage workload efficiently
Experience using trouble ticketing systems
Good written and communication skills
Behavioural Competencies
Professionalism
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
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
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
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