Service Level Analyst at a Global ICT Solutions Company - MacTay Group
MacTay Group a global ICT solutions company is seeking to engage the services of:
Job Title: Service Level Analyst
Location: Nigeria
Job Description
Qualification:
Not Specified.
How to Apply
Interestes and qualified candidates should:
Click here to apply online
Job Title: Service Level Analyst
Location: Nigeria
Job Description
- Oversee the entire service quality team
- Coordinate the activities required to meet Company’s standards on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management from an internal and external standpoint
- Support Service Manager in preparing monthly SLA report and provide relevant data for managing SLA exceptions
- Proactively review SLA snapshots for any potential SLA breaches and notify the team leads and tower heads for taking preventive actions.
- Responsible for the ultimate result and continuous improvement on Service Level, Customer Satisfaction, Process Improvement, Documentation and Knowledge Management
- Review and grant final approval for all the reports and documents related to service quality management
- Responsible for ensuring proper criteria, directives, business quality management principles are being applied into the Company and are in accordance with Company’s methodology
- Conduct annual customer satisfaction survey and response to the complain
- Assign learning objective and organize training courses , grow capabilities of team members, and improve team productivity and performance
Qualification:
- Bachelor's/ Advanced degree in Business, Management, Hospitality or courses related to service quality studies is a plus.
- At least 8 years of experience in Telecom, Managed Service, System Integration, Management Consulting field or similar industry.
- Advanced skills in managing service quality, understanding
- Working knowledge of managing SLAs
- Working knowledge of managing Customer Satisfaction
- Working knowledge of managing Process Improvement
- Working knowledge of managing Knowledge
- Good leadership & communication capabilities
- Adequate financial and business skills
- Negotiation skills
- Excellent verbal and written communication skills in English and the local language
- Advanced skills in Microsoft Office, Excel, MSWord and Power Point
Not Specified.
How to Apply
Interestes and qualified candidates should:
Click here to apply online
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