MacTay Group is recruiting for fulltime Service Level Analyst.
MacTay Group - Our client, a global ICT solutions Company, is currently seeking to employ suitably qualified candidates to fill the vacant position below:
Job Title: Service Level Analyst
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
Min Required Experience:
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.
Knowledge & Skills:
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
Excellent verbal and written communication skills in English and the local language
Advanced skills in Microsoft Office, Excel, MSWord and Power Point
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About Mactay Group
Headquarters:MacTay House, 5 Prince Adelowo Adedeji Street, Off Admiralty Way, Lekki, Lagos Nigeria.
MacTay Group - We are a performance-driven organization with a deep-seated passion for enabling growth and development in the people and companies we work with. All our operations are built aroun...Know More about Mactay Group
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