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Safaricom is the leading provider of converged communication solutions in Kenya. In addition to providing a broad range of first-class products and services for Telephony, Broadband Internet and Financial services, Safaricom seeks to uplift the welfare of Kenyans through value-added services and support for community projects.
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Organization Name: Enterprise Technical Support Services
Department Description
We are pleased to announce the following Vacancy in the Network & Service Operation Department within the Technology Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Enterprise Customer Support Manager – the holder of the position will provide technical support for Enterprise customers and ensure service requests from customers are fulfilled within defined SLA’s. The role holder will also ensure timely service delivery.
Job Responsibilities
- Address and deliver requested services and assist with general information or customer complaints within defined timelines;
- Perform root cause analysis of reported service requests and incidents;
- Manage escalations from customers and ensure feedback is provided within defined timelines;
- Manage 3rd party vendor(s);
- Provide performance reports and identify gaps aimed at improving services;
- Customer SLA performance reporting;
- Document and review quarterly the processes, procedures and work instructions for Enterprise Service Requests;
- Provide evidence of skill/talent development;
- Maintain certification and accreditation to meet section requirements.
Requirements
- Degree in Computer Science, Information Technology, Electrical & Electronics Engineering;
- Cisco Certification: CCNA is a must;
- ITIL V3 Certification or equivalent is an added advantage;
- CCNP, CCIP, CCSP, MCSE, RHCA is an added advantage;
- 2- 3 years experience in a technical support field in an ISP or Telecommunications Company;
- Experience in current LAN/WAN technologies and Wireless Platforms (3G, WiMax, Fibre, IP MPLS);
- Experience in TCP/IP, LAN, POP3, IMAP, SMTP, Windows Operating Systems, Linux, Unix, Ubuntu & Fedora;
- Experience in managing escalations using defined OLAs & SLAs;
- Experience in managing 3rd Party Vendors;
- Excellent People Skills;
- Problem Solving Skills
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We are pleased to announce the following vacancy in Network Engineering Department within the Technology Unit Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Senior Manager – Transmission and IP Engineering, the position holder shall be tasked with Planning, design and optimization of reliable IP transport systems/networks in support of all Safaricom’s core services including mobile and fixed services.
Job Responsibilities
- Capacity planning in relation to IP NGN and IP Addresses
- Network planning, design, reviewing, optimization and evaluating the network performance
- Timely delivery of key projects to ensure network quality standards are met at all times
- Developing HLD, LLD, NRFU and NMP for new projects
- End to end IP Network Optimization
- Companywide IP address Management
- Align network plans with business requirements to ensure all services are transported efficiently
- Coordinating change management activities to minimize impact on service availability
- Ensure tools availability and accuracy to provide FCAPS and modeling capabilities
- Manage introduction of new features as per the roadmap to continuously improve network capacity and quality.
- Preparation of Tender / Capex documents
- Team Management
- Budgeting
Requirements
- Bachelors degree in Electrical, Electronics, Computer Science, Telecommunications Engineering or related fields
- At least 8 years experience in IP network planning/design and operations in a large service provider environment
- Relevant IP professional qualifications – CCIE Preferred
- Involved in Strategy Modeling, Planning, Design and Optimization of reliable transmission systems /networks
- Working knowledge of IP Simulation and Modeling tools
- In-depth understanding of IP network protocols – BGP, MPLS, OSPF, ISIS, Segment Routing, IP V6 and Simplified MPLS
- Excellent communication and motivational skills in line with the management of a multi skilled team
- Knowledge in transport/data communication planning design and optimization tools
- Excellent communication and interpersonal skills
- Troubleshooting and problem solving skills
- Project management and business cases development
- Accurate documentation and reporting skills
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Department Description
We are pleased to announce the following vacancy in the Enterprise Segments and CVM Department within the Enterprise Business Unit Division. In keeping with our current business needs, we are looking for a person who meets the criteria indicated below.
Brief Description
Reporting to the Senior Manager-CVM, the position holder will create long-term value for Enterprise Business, the customers and users through continuous behavioral analysis, developing timely propositions based on identified patterns, Identification of target market for the propositions and developing stimulation concept and executing BTL (Below the Line) campaigns aimed at influencing customer behavior.
Detailed Description
- Drive product market and consumer intelligence through development of internal and external data sources to improve company understanding of product markets, competitors’ activities, and consumers, in order to make better ‘fact-based’ decisions to direct product marketing management activities;
- Provide reports and actionable insights to the business for guidance on decisions and generating reports and recommendations to the business for use in the pricing of propositions;
- Organic product development by identifying critical gaps in the Company product portfolio, developing and implementing, either organically (build) product development options or Managing third party product relationships, as required;
- Create BTL propositions aimed at reducing inactivity, growing usage, appropriate bundle and right device. This is to be achieved by analyzing changing behaviors and identifying appropriate channels to reach the subscribers, developing offers and measuring impact of the initiatives;
- Developing research sources, tools, and methods to support product marketing management intelligence, monitoring market, competitor activities and movements for price recommendations and decision making.
Job Requirements
- Degree in Statistics, Actuarial Science, IT or Business related discipline;
- 4-6 years hands on experience in an Analysis role in a highly competitive commercial environment;
- Data mining and advance level knowledge of scripting;
- Business solutions knowledge with proven experience in opportunity mapping and developing value propositions;
- Strong awareness of market trends, competitive impacts and market opportunities;
- Creative and visionary with excellent analytical and critical reasoning skills;
- Team player, strong influence and relationship management.
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Brief Description
Reporting to the Workforce Planning Manager in the Customer Operations Division, the job holder will be responsible for ensuring the right balance of staffing levels with volume of work to enable meeting of divisional objectives
Detailed Description
- Forecast modeling: Creating mid-range, short term and intraday forecasts for both voice and non- voice contacts. Leveraging statistical methodologies and tools to ensure +/5% accuracy in forecasting
- Capacity planning: Scheduling all Contact center agents and Support analysts. Achieving a schedule optimization of +/-10%per planning period. Leave management and reconciliation for agents and analysts
- Analysis & Reporting: Analyze data using different tools and prepare recommendations to drive high impact process improvement efforts. Performance impact analysis, and operational planning reports, staffing levels and efficiency reports to be prepared periodically
- Headcount management: Ensure the right capacities are available to achieve business objectives in different contact channels through headcount tracking, forecasting and recommendations to management
- Business continuity planning: Providing management with risk mitigation plans with different scenario analysis to support decision making
- Innovation: Develop ideas, concepts,processes or tools that continuously improve the efficiency and productivity of the Workforce section and the Contact Centre. Enable implementation of best practices in Workforce management in the Contact Center
Job Requirements
- Degree (Minimum of second class Upper) from a recognized university, preferably Mathematics (statistics),Computer science ,Business information technology or an equivalent degree . An advanced degree is highly preferable.
- 2 year+ experience in Workforce management experience is required. I.e Real time analysis, scheduling, staffing optimization etc.
- Strong working knowledge of Microsoft Office applications preferred with ability to create and manipulate spreadsheets with advance formula application.
- Excellent verbal communication and interpersonal skills. Good written communication skills.
- Self-starter and independent. Team oriented and results driven.
- Ability to interface with all levels of management.
- Demonstrated complex problems solving skills.
Strong organizational skills and attention to detail
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Brief Description
Reporting to the Workforce Manager in the Customer care division, the job holder will be responsible for ensuring optimal use of Call Centre human resources per set Divisional objectives.
Detailed Description
- Real Time performance management – Manages SL and idles on each queue effectively distribute available resources accordingly. Implement skill or priority changes as required to ensure optimization of resources as per the specifications of WF Planning Manager/Senior Manager Business Planning & Reporting. Ensure achievement of required occupancy.
- Daily shrinkage management/Off phone scheduling – Manage all intraday off phone activity scheduling in liaison with the relevant stakeholders. Ensure approvals and communication is done within set timelines.
- Attendance management – Monitor scheduled adherence, attendance and recommend actions to be taken to improve attendance.
- Reports/Analysis – Generate and provide near real time analysis on performance metrics for all queues with available tools. Provide explanations on deviations on planned performance, events and product/promotions.
- Workforce process improvements - Develop ideas, concepts, processes or tools that continuously improve the efficiency and productivity of the Workforce section and the call centre.
Job Requirements
- Degree in a business/Statistical discipline. Advanced degree is an added advantage.
- Demonstrable use of analytical tools in data analysis
- Minimum 2 years working experience in the Contact Centre. Previous assisting in the role will be an added advantage.
- Ability to plan, organize and prioritize tasks.
- Excellent communication and interpersonal skills. Good report writing skills
- A team player and creative problem solver
- Other behavioral competencies required include:
- Problem Solving/Designing
- Assessing/Evaluating
- Learning/Researching
- Integrating/Coding/Estimating
- Analysing/Diagnosing.
- Implementing/Coordinating
Method of Application
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