___________________________________________________________________________________________________________ Come work with us.
The Wananchi Group Is Africa's pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services.We're in the process of rolling out Africa's most innovative cable and WiMax network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth.We're seeking to fill the following positions in the Group.
Customer Care Supervisor - Retail Centre (Mombasa)
Basic Function
The position exists to manage and oversee a high traffic retail centre that serves Wananchi Group customers.The incumbent will plan, promote and administer the Customer Service Operations at the retail centre to ensure a high quality level of service and interface with customers.This position is based in our Mombasa office.
Accountabilities
· Supervise a team of agents by providing leadership and managing performance in order to provide a delightful customer experience to Wananchi Group customers.
· Provide motivation, leadership and role model expected behaviors in areas of job performance, work ethic standards, self-management and employee empowerment.
· Ensure high level of customer service and staffing levels through efficient scheduling and adjustment to meet service demands.
· Together with team, identify process improvement opportunities & proactively develop implementation plans.
· Establish, monitor, coach, and provide daily, weekly, and monthly feedback regarding performance against required individual goat achievement.
· Develop and implement development & performance improvement plans as appropriate.
· Communicate and manage expectations for quality and accuracy of work.
· Identify variances and create effective plans to address gaps.
· Maintain a high level of product, process and competitive knowledge.
Education, Experience and Skills
· 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
· Excellent organization and time management skills.
· Strong analytic skills and comfort in PC based reporting systems and processes.
· Ability to maintain productivity under pressure and to multitask effectively.
· Must have superior coaching, leadership and interpersonal skills.
· Punctual, regular, and consistent attendance.
· Tact, diplomacy and sensitivity.
· Minimum of a-bachelors degree .
Headend Technician
Basic Function
The position exists to deliver an array of Video, Internet and Voice services across a state of the art digital transmission network.Accountabilities
· Installation of equipment and configuration of digital and IP TV Headend.
· Proactively tune satellites channels & when needed correct problems tike interference or low signal.
· Insert messages/commercials on specified channels
· Insert movies and or audio programs on specified channels
· Timely detection of problems, troubleshooting and resolution of faults on Headend network.
· Management and proactive use of tools provided to ensure high availability and attainment of service levels.
· Escalation and reporting of faults within a defined escalation structure in the organization.
· Perform basic daily operation tasks; assess the severity of issues and coordinate the resolution of alt issues in the production environment.
· Schedule emergency work needed to be performed at any time.
· Perform engineering duties as assigned by supervisor.
· Troubleshoot power supply issues.
Education, Experience and Skills
· Diploma in telecommunications or a related field.
· 2 years previous experience.
· Knowledge of HFC base triple play
· Knowledge of Headend
· Monitoring through NMS.
· Fusion spicing, coaxial splicing and Actives.
· Self motivated
· Fast learner
· Valid driving license
If you're prepared for a challenging and exciting, high-growth career, send your application and detailed CV to: hr @ ke.wananchi.com, with the title of the position you are applying for as the subject of your e-mail.
The application deadline is 26th February 2010. Only short listed candidates will be contacted.
Wananchi Group (K) Ltd.Gateway Business Park,Mombasa Road.
___________________________________________________________________________________________________________
Any questions on this opportunity please email: kenyanjobsandvacancies@googlemail.com or get us on facebook
The Wananchi Group Is Africa's pioneering provider of Triple Play (broadband, multi-channel television and voice telephony) and VSAT (broadband data and internet) services.We're in the process of rolling out Africa's most innovative cable and WiMax network to complement the existing VSAT infrastructure and are seeking to recruit ambitious, dynamic and innovative individuals who will drive our growth.We're seeking to fill the following positions in the Group.
Customer Care Supervisor - Retail Centre (Mombasa)
Basic Function
The position exists to manage and oversee a high traffic retail centre that serves Wananchi Group customers.The incumbent will plan, promote and administer the Customer Service Operations at the retail centre to ensure a high quality level of service and interface with customers.This position is based in our Mombasa office.
Accountabilities
· Supervise a team of agents by providing leadership and managing performance in order to provide a delightful customer experience to Wananchi Group customers.
· Provide motivation, leadership and role model expected behaviors in areas of job performance, work ethic standards, self-management and employee empowerment.
· Ensure high level of customer service and staffing levels through efficient scheduling and adjustment to meet service demands.
· Together with team, identify process improvement opportunities & proactively develop implementation plans.
· Establish, monitor, coach, and provide daily, weekly, and monthly feedback regarding performance against required individual goat achievement.
· Develop and implement development & performance improvement plans as appropriate.
· Communicate and manage expectations for quality and accuracy of work.
· Identify variances and create effective plans to address gaps.
· Maintain a high level of product, process and competitive knowledge.
Education, Experience and Skills
· 3-4 years of supervisory experience in a customer service environment, primarily focused on customer care and sales. A technical environment is preferred but not required.
· Excellent organization and time management skills.
· Strong analytic skills and comfort in PC based reporting systems and processes.
· Ability to maintain productivity under pressure and to multitask effectively.
· Must have superior coaching, leadership and interpersonal skills.
· Punctual, regular, and consistent attendance.
· Tact, diplomacy and sensitivity.
· Minimum of a-bachelors degree .
Headend Technician
Basic Function
The position exists to deliver an array of Video, Internet and Voice services across a state of the art digital transmission network.Accountabilities
· Installation of equipment and configuration of digital and IP TV Headend.
· Proactively tune satellites channels & when needed correct problems tike interference or low signal.
· Insert messages/commercials on specified channels
· Insert movies and or audio programs on specified channels
· Timely detection of problems, troubleshooting and resolution of faults on Headend network.
· Management and proactive use of tools provided to ensure high availability and attainment of service levels.
· Escalation and reporting of faults within a defined escalation structure in the organization.
· Perform basic daily operation tasks; assess the severity of issues and coordinate the resolution of alt issues in the production environment.
· Schedule emergency work needed to be performed at any time.
· Perform engineering duties as assigned by supervisor.
· Troubleshoot power supply issues.
Education, Experience and Skills
· Diploma in telecommunications or a related field.
· 2 years previous experience.
· Knowledge of HFC base triple play
· Knowledge of Headend
· Monitoring through NMS.
· Fusion spicing, coaxial splicing and Actives.
· Self motivated
· Fast learner
· Valid driving license
If you're prepared for a challenging and exciting, high-growth career, send your application and detailed CV to: hr @ ke.wananchi.com, with the title of the position you are applying for as the subject of your e-mail.
The application deadline is 26th February 2010. Only short listed candidates will be contacted.
Wananchi Group (K) Ltd.Gateway Business Park,Mombasa Road.
___________________________________________________________________________________________________________
Any questions on this opportunity please email: kenyanjobsandvacancies@googlemail.com or get us on facebook
