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Recruitment in Orange Telkom Kenya

Position: Customer Experience Analyst - Quality  
 
Region: Nairobi
 
Reporting to:Customer Experience Manager - Quality
 
Range: R3
 
Department:Customer Experience Centre 

Role Purpose: He/she will Execute Quality Analysis and Quality Assurance by ensuring services provided by Customer Care are up to the expected standards, meet customer needs and provide the best customer experience. 

Work with the Training Team, Team Leaders and Managers to highlight on quality gaps and assist in developing relevant training programs and ways to ensure best quality is delivered

Key Duties and Responsibilities
 
Operational:
  • Responsible for Quality audits/monitoring of all customer experience sections for all customer interactions via calls, tickets, emails, letters, files and social media
  • To analyze monitoring feedback and propose/recommend actions for appraisal and improvements as it applies per transaction
  • To document coaching needs per individual/team level and share with respective Team Managers for action
  • To manage and monitor team’s performance and demonstrate best practice in all aspects of Customer Experience
  • To undertake training needs analysis for training and development of the Customer Experience team
  • To ensure all auditors follow established standard processes and procedures in their execution of quality audits and coaching
  • To document, collate and analyze statistical information on quality parameters audited on a daily basis to assist in evaluating the efficiency of Customer Experience teams and to inform on service improvement
  • To prepare and analyze quality reports and share the reports on a timely manner meeting all deadlines
  • To provide guidance and support to auditors to whom transactions are allocated for audit
  • To monitor and manage the changing needs of the Customer, making recommendations for service improvement and implementing those improvements to the satisfaction of customers
  • Ensure Coaching Improvement Plans are documented and kept in an representative’s file
  • Ensure the Coaching Improvement Plan is adhered to and the required objectives are met
  • Perform any other duty as my be assigned by the controlling officer
Academic Qualifications
  • Degree/Diploma/Certificate in related field from a recognized institution.
  • 2-6 years’ in a similar position.
Professional Knowledge
  • Computer Literate
  • Strong skills in Ms-excel  and Ms- PowerPoint
  • Sound knowledge of the telecommunication industry
Professional Skills:
  • High coordination skills
  • Good planning skills
  • People motivation skills
  • Strong negotiation skills
  • Has initiative and self-drive
  • Capacity to propose solutions, make advices, convince
  • Work integrity and correctness
  • Continuous adaptation to new techniques and technologies
  • Initiative and analytic mind
  • Listening ability to make proper decisions
  • Confident, independent and mature, to handle difficult issues swiftly
This position is open to Kenyan citizens only. 

Position: Prepaid Products and Services Development Manager 
 
Region: Nairobi
 
Reporting to: Head of Products and Services Development
 
Range: R2L
 
Department: Marketing & Strategy

Role Purpose:
 Deliver the prepaid products & services roadmap in line with the business objectives, budget constraints and marketing planning of the year. 

Fuel innovation by keeping in touch with the market trends. Act as an end to end project manager.

Key Duties and Responsibilities.
 
1.1. Interface between Marketing and ITN teams
  • Act as a facilitator between product managers and technical teams
  • Provide guidance to product managers, especially in the specification phase
  • Support and provide directions to the technical team throughout the product development

1.2. Prepaid P&S development roadmap and innovation
  • Define and maintain the Prepaid P&S development roadmap
  • Identify, evaluate and recommend new technologies and solutions supporting the Marketing strategy
  • Understand the market (industry, customer and competition) to develop and manage opportunities to grow Prepaid products and services revenues
  • Provide techno-commercial guidance to company management on innovative services
  • Prepare budget forecast for CAPEX and OPEX requirements.
  • Achievement of  set  Monthly, Quarterly, Semi Annually or Annual Marketing targets, especially in terms of project delivery
1.3. Manage Prepaid Products & Services development
 
Accountable in specifying, developing & launching Prepaid products & services
  • Coordinate and facilitate project approval, RFQ, Vendor selection and product development up until the commercial launch of services
  • Provide regular reporting on project progress in terms of Cost, Quality, Functionality, Delay
Design
  • Production and presentation of opportunity studies for new products: market and revenues assessment, customer needs and value proposition, high-level product description.
  • Production and presentation of marketing requirements / product specification with detailed functional description and customer journey as well as a full business plan
Implementation
  • Support ITN in the early identification of bugs and prioritization of correction depending on severity
  • Report any deviation to the project plans (in terms of cost, quality, functionality, delay)
Validation
  • Ensure technical tests are performed
  • Perform functional and end users tests 
  • Ensure Business process tests are performed
  • Coordinate FUT
Commercial launch
  • Commercial launch preparation.
Academic / Professional Qualifications
  • Bachelors Degree or an advanced Diploma in a Engineering related field
  • Ideally with complementary education and experience in Marketing and knowledge in IT domain
  • Experience in project management and CRM &  Billing systems
  • Experience in vendor management, vendor selection and negotiation.
Key Competencies:
  • Commitment, diligence and dedication.
  • Honesty and Integrity
  • Superior analytical skills and Intuitive mind.
  • Thorough and Assertive
  • Attention to detail
  • Team player
  • Good computer skills (SAGE/Excel/PowerPoint/Word/
This position is opened to Kenyan citizens only. 

Position:Resourcing Manager
 
Region: Nairobi
 
Reporting to: Head of Resourcing
 
Range: R2L
 
Department: Human Resource

Role Purpose: Resourcing Manger is responsible for managing recruitment process and workforce planning in liaison with the Head of Resourcing.

Key Duties and Responsibilities:
  • Manage the recruitment process end to end life-cycle, including departmental manpower planning and requisition, adverts, shortlisting, interviews, initial assessments, interviews, and offers.
  • In Liaison with the Head of Resourcing, prepare and plan for employee talent sourcing both internally and externally
  • Work with internal teams and hiring managers to assist with recruitment efforts.
  • Develop recruitment strategy. This may include job posting optimization, digital and non-digital employment advertisement, comprehensive recruitment campaign planning, talent planning, etc…
  • In liaison with Corporate Communications,  advertise for internal vacant positions
  • Participating in the graduate internship programmes.
  • Be involved in external talent search events e.g. career fairs and talks. Develop college recruiting programs
  • Short listing candidates in conjunction with recruiting departments.
  • Conducting interviews as well as preparation of interview summary reports for panelists’ sign off
  • Coordinating recruitment at the regions through HR Business Partners Develop relationships with third party recruitment agencies and staffing firms and manage the procurement and measurement process.
  • Liaising with the Training function to ensure on-boarding plans are consistent with new employee reporting dates.
  • Liaising with Heads of Departments/their nominees to clarify routine recruitment and placement queries.
Academic/ Professional Qualifications
  • Bachelor's Degree in HR related subjects/social sciences.
  • HR professional qualifications an added advantage    
  • A minimum of three years relevant experience is required  with a particular bias on talent acquisition and recruitment          
  • Valid professional membership from IHRM-K or other relevant institution   
Key Competencies:
  • Organizational skills
  • Attention to detail;
  • Ability to prioritize activities and multi-task
  • Analytical skills 
  • Sense of initiative
  • Adaptable to change
This position is opened to Kenyan citizens only.

Position: Learning Coordinator   
 
Region: Nairobi
 
Reporting to:Customer Experience Manager - Training
 
Range: R3
 
Department:Customer Experience Centre

Role Purpose: 
 He /She will execute learning programs in the Customer Experience Center to ensure service provided by Customer Experience Officers is up to the expected standards, meets customer needs and results in Customer Satisfaction. 

Work with Customer Experience Managers, Training & Quality Teams, to highlight learning gaps and assist in developing relevant training programs and ways to ensure best quality of service is delivered.

Key Duties and Responsibilities
  • Identify and analyze training needs &/or skill development within the Customer Experience Sections and align to various learning interventions in line with business objectives
  • To conduct training needs analysis on individual & teams previously trained so as to proactively identify specific and appropriate training interventions
  • To take responsibility for planning , designing, coordinating and delivering training which meets all criteria to the relevant target audience in order to ensure an optimum learning environment alongside skill transfer in line with needs analysis
  • To be the liaison person between subject matter experts to align Customer Experience Training programs in terms of design, content and training standards impacting business objectives
  • To evaluate training programs using assessment tools and industry metrics on an ongoing basis to determine the extent to which learning initiatives meet the core business need and ensuring best use of Orange Kenya resources. 
  • Provide training advice while integrating general best practice, external business trends and research through effective facilitation and learning in order to meet business targets and increase Customer Satisfaction
Academic Qualifications
  • Diploma/Certificate in related field from a recognized institution
  • Experience in Customer Care and Sales functions
  • Experience in  training needs analysis and design is an added advantage
  • Certified Professional Trainer qualification is desirable but not mandatory
Professional Skills:
  • Good planning skills
  • People motivation skills
  • Strong negotiation skills
  • Has initiative and self drive
  • Capacity to propose solutions, advice, convince
  • Work with integrity and correctness
  • Continuous adaptation to new techniques and technologies
  • Initiative and analytic mind
  • Listening ability to make proper decisions
  • Confident, independent and mature, to handle difficult issues swiftly
  • Strong Communication  and Presentation skills
  • A team Player and information sharing spirit
  • A positive influencer
This position is opened to Kenyan citizens only. 

Position: Customer Experience Analyst - Reporting 
(2 Positions)

Region:
 Nairobi
 
Reporting to:Customer Experience Manager - Workforce and Reporting
 
Range: R3
 
Department:Customer Experience Centre

Role Purpose:
 He/she will be involved in extracting data from systems in a call centre and transforming that data to deliver meaningful information to the business. 

Must be capable of building and developing relationships at all levels within the business and will equally be confident and comfortable with challenging reporting tasks required.

Key Duties and Responsibilities
 

1.1.Operational:
  • Create updates and maintain databases for ticketing, calls flow and KPI metrics. This is accomplished by analyzing past trends, forecasting future issues and creating a plan to resolve customer issues and to maintain customer satisfaction levels
  • Compile ongoing and recurring  reports from the back office and front office customer experience managers
  • Schedule report collation to ensure  deadlines are met
  • Collate Operational results from the system and staff
  • Distribute requested reports to Customer Experience  Managers within set time limits
  • Provide accurate reports, using reliable data and data sources
  • Conduct call volumes and Service level trend analysis
  • Investigate results achieved to ensure accuracy of data
  • Communicate and present results in formats that accurately reflect data
  • Identify new sources of information required for analysis.
  • Develop front office productivity and performance reports
  • Evaluate the IVR options ,analyze and  gather required data and reports on a daily basis
1.2. Managerial Activities
  • Develop and Motivate team members to achieve company objectives   alongside theirs (Management By Objectives)
  • Provide Leadership and proper management of day to day activities
Academic Qualifications
  • Bachelor’s Degree or Equivalent from a recognized university.
  • 2-6 years’ in a similar position.
  • 2 years’ minimum experience in call centre
Professional Knowledge
  • Business knowledge
  • Knowledge of customer application
  • Exposure to PMO processes & methodology
  • Experience in Telecommunication / ICT industries and good understanding of these services and solutions are preferred.
  • High Proficiency in MS Word, Excel, PowerPoint & Microsoft Project
Professional Skills:
  • Excellent communication skills
  • Commitment to customer
  • Influencing and delegating
  • Continual Improvement
  • Self-motivated
  • Advocate for change
  • Must be a strong team player
  • Must be self-driven, energetic, resourceful, creative
  • Ability to project a strong, positive image of him/herself and the Company.
  • Ability to Engage and partner with customer and internal staff as required.
  • Work in a virtual team environment
This position is opened to Kenyan citizens only. 

If you fit the required profile, please apply highlighting how your qualifications, experience and career aspirations match the requirements for this position.  

Application should be sent by latest 1st May 2015, please provide an updated Curriculum Vitae (CV) including details of your current telephone contacts and names of three referees. 

Apply through recruitment@orange-tkl.co.ke and quote the job title in the subject field. 


Only shortlisted candidates will be contacted.

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