Vacancies: HR Specialist, MIS Specialist( Contact Centre, West Africa), CCOD( Contact Centre)
Huawei Technologies is a leader in providing next generation telecommunications networks for operators around the world. The Company is committed to providing innovative and customized products, services and solutions to create long-term value and potential growth for its customers.
Huawei’s products and solutions cover wireless products (HSDPA/WCDMA/EDGE/GPRS/GSM, CDMA2000 1xEv-DO/CDMA2000 1X, WiMAX), core network products (IMS, Mobile Soft switch, NGN), network products (FTTx xDSL, Optical, Routers, LAN Switch)., application and software (IN. mobile data service, BOSS), as well as terminals (UMTS/CDMA). Major products are based on Huawei’s self-designed ASIC chips and shared platforms to provide high-quality and cost-effective products and solutions with quick response.
Huawei’s products are deployed in over 100 countries, and serve 28 of the world’s top 50 operators, as well as over one billion users worldwide.
Position: HR Specialist
Requirement:
- University Degree Holder.
- More than 3 years HR management experience in large organization.
- Demonstrate good experience and knowledge in HR management in contact center environment.
- Previous experiences in managing large-sized outsource and a multi-lingual contact center operation is an added advantage.
- Excellent written and spoken English.
Responsibilities:
- Recruit administration and operation staff in line with business needs. (Cost, Quality and Time).
- Maintain a skill and performance database and collaborate with relevant senior managers on staff career development and training plans.
- Implement performance-linked remuneration and benefits in line with requirements for operating cost-effective and competitive outsource contact center business.
- Maintain an effective HR manual as well as HR & performance related records.
- Implement effective and efficient salary/benefits/leave administration as well as the payroll processes and system.
- Prepare HR reports for management review and decisions
General Requirements:
- Experience in a Telecom Engineering Company. Telecoms Vendor or ICT is preferred and is of top-priority.
- Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
- Good Customer service orientation, communication skills, good team spirit and has ability to work independently
- Should be ready to work under pressure in all kind of working condition.
- Proficient in Microsoft office (word, excel and Power Point)
- Applicants should be open to learning new skills and technology
- Self-motivated, flexible, enthusiastic and fluent in English both oral and written
- Must be ready for international project to the other African countries.
- Successful applicants should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
- The successful applicant should be good at information gathering and analysis
Work Location: Nigeria/Ghana
Contact Email: hrspeciaiist@huawei.com
Position: MIS Specialist, Contact Centre, West Africa
Requirements:
- University Degree holder.
- More than 3 years management experience in contact center CRM or service industries.
- Must demonstrate good management knowledge and experience on contact center and CRM operations.
- Previous management experience in managing outsource and multi-language contact center operations an advantage.
- Must have working knowledge on how to manage at the highest level of productivity, profitability and customer service.
- Must have good capability in problem-solving; respond quickly and effectively to complex service and business issues.
Responsibilities:
- Track and report contact center operations to monitor achievement of all targets jointly set with the company client e.g. SLA’s. Customer Satisfaction Measures, Operating Expenses, Cost and Quality.
- Track and report day-to-day contact center operations to ensure in line with clients’ contracted standards and budget but targeting to exceed clients’ service expectations through excellent performance and regular action based communications whilst seeking operational cost savings.
- Track and report performance of sale revenues, customer loyalty and retention initiatives.
- Measure and monitor closely contact center operations KPIs and seek improvements against world benchmarks.
- Track and report CSI, goals and policies effectiveness.
- Prepare and analyze MIS reports for management review and decisions.
General Requirements:
- Experience in a Telecom Engineering Company. Telecoms Vendor or ICT is preferred and is of top-priority.
- Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
- Good Customer service orientation, communication skills, good team spirit and has ability to work independently
- Should be ready to work under pressure in all kind of working condition.
- Proficient in Microsoft office (word, excel and Power Point)
- Applicants should be open to learning new skills and technology
- Self-motivated, flexible, enthusiastic and fluent in English both oral and written
- Must be ready for international project to the other African countries.
- Successful applicants should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
- The successful applicant should be good at information gathering and analysis
Work Location: Nigeria/Ghana
Contact Email: Specialist@huawei.com
Position: CCOD, Contact Centre
Requirements:
- University Degree holder.
- More than 3 years experience on resource and workforce management in contact center environment.
- Previous management experience in large-sized outsource and mufti-lingual contact center operations is an added advantage.
- Must have experience in work force planning involving forecasting and scheduling. Knowledge on operating Workforce Management Tool.
- Excellent written and spoken English.
Responsibilities:
- Perform quality assurance duties to facilitate all aspects of contact center operations achieve and exceed all KPI/SLA and customer satisfaction targets.
- Perform process improvement duties in contact center operations to continuously improve work processes, policies and procedures.
- Implement continuous improvement mechanism such as COPC, Six-Sigma…etc.
- Plan and foresee potential business and operational risks. Initiate plans and actions to protect company interests.
- Prepare and analyze internal and external quality assurance and process improvement reports for management review and analysis
General Requirements:
- Experience in a Telecom Engineering Company. Telecoms Vendor or ICT is preferred and is of top-priority.
- Bachelor Degree in Electrical, Computer Science or telecommunications Engineering or relevant Degree as applicable
- Good Customer service orientation, communication skills, good team spirit and has ability to work independently
- Should be ready to work under pressure in all kind of working condition.
- Proficient in Microsoft office (word, excel and Power Point)
- Applicants should be open to learning new skills and technology
- Self-motivated, flexible, enthusiastic and fluent in English both oral and written
- Must be ready for international project to the other African countries.
- Successful applicants should be Goal-oriented with good interpersonal and communication skills, and be a very good team player.
- The successful applicant should be good at information gathering and analysis
Work Location: Nigeria/Ghana
Contact Email: Contact@huawei.com
How to Apply:
All applications must be sent via email to the outlined email address and must be received on or before 4th September 2012. Applicants should specify on their applications and CV’s the Job title and the Job Position they are applying for and should send their CV with their names and job title. All applications that do not follow the instructions above will be disqualified. Applicants that do not meet the requirements need not bother to apply. Applicants can follow up on the recruitment adverts and available positions in the career website: visit http://career.huawei.com/career/en
Huawei Technologies Co. Nig. Ltd.
Plot 98, Adeola Odeku Street, South Atlantic Towers, Victoria Island, Lagos
NB: Each position is a fixed contract term appointment for not less than 1 year or more at first. IT is renewable subject to performance.
For more information, please visit http://www.huawei.com
