Posted on :
9 Jul, 2013
9 Jul, 2013
Job Title: Co-ordinator: Quality and Coverage
South Africa | Commerce Square | Network Group
• Determine, assess, report and ensure the delivery of committed solutions of all Network Quality and Coverage problems reported by customer care, service providers and senior management for MTN SA
Task complexity: Strategy Development • Provide input into network quality and coverage strategies Network Quality & Coverage • Responsible for regional co-ordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage • Provide input on network quality and coverage improvement priorities across the network • Monitor and implement corrective and preventative measures as required • Investigate customer complaints for possible enhancements in network quality and coverage • Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes • Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality • Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment • Identify key improvement areas based on customer feedback • Assist in designing processes to ensure quick customer complaint handling • Take responsibility for regional network quality & coverage issues, including: o Respond to all incoming coverage and network quality queries within set KPI period o Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data) o Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults o Inform Network Coverage CS team/Customer via FLS – Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported • Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn • Oversee regional CE installation process from when WA is issued • Sign of Cell Extender installations once installation is completed • Ensure a communication platform with Regional SP’s to sustain customer satisfaction & support with regards to Network Quality & Coverage. • Perform follow up test drives to ensure faults have been resolved as expected • Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration) • Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity Team Leadery / Leadership / Managerial Tasks: Custome advocate Serve as customer advocate for regional customer issues reported. Project management/scheduling Conduct effective scheduling to ensure that all customer queries are dealt with per agreed KPIs. Leadership is demonstrated during the clear translation of customer requirments when liaising with the planning and optimisation function. Working with all key interfaces of the applicable business units are critical to ensuring cooperation and aligned outcomes, to effective serve the customer. Communication and Influence • The NQC Coordinator is able to lead by communicating ideas with peers and leaders and is able to convince and influence others. • Excellent communication and negotiation skills are essential as this forms an important part of the relationship with customers, partners and suppliers. In addition the NQC Coordinator must: • Be proficient in the ability to manage job outputs, time scales and escalate any problems where necessary.
1. Be able to work in other divisions and with other people comfortably.
2. Team Members
• National Diploma in I.S., Communications or Electronics.
• Three years experience in Telecommunications environment. • Three years experience in GSM Data technology is advantages.
Knowledge: • Knowledge of GSM systems / equipment and / or allied technologies. • Good understanding of MTN as a whole. Skills / physical competencies: Presentation Skills: Must be comfortable to present to customers, corporate and staff. Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment; Analytical Thinking Ability: Must be able to analyse Network Faults in the RF Environment related to Network Quality & Coverage with tools provided. Business Acumen: Knowledgeable in current and future policies, practices, trends and information affecting the organisation. Awareness of the competition. Problem Solving Skills: Uses analytical and logical methodology to solve difficult problems with effective solutions. Makes use of all resources to get answers. Interpersonal Skills: Relates well to all kinds of people. Builds appropriate rapport. Builds constructive and effective relationships. Uses diplomacy and tact. Able to defuse even high-tension situations comfortably. Computer Skills; MS Office, TEMS, Data related products, installations etc. Project Management Skills: Planning, prioritizing reported faults in relation to time and availability. Research skills: Strives to constantly improve individual knowledge on network technology and systems. Behavioural qualities: • Problem solving skills. • Team player. • Minimum supervision required. • Work well under pressure. • Work Independently • Good communication skills
VIEW MTN SOUTH AFRICA WEBSITE
Vacancy Search & apply
Reference No IRC114191
Position Type Permanent
Affirmative Action N
Additional Training: • PC Literate – excellent knowledge of business systems and MS office • CME 20
How to Apply:
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