MacTay Group

Service Level Analyst

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Job Description

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


Job Description

  • 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

    Job Requirements
    Minimum years of experience


    Other Requirements


    • 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
    • Negotiation 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
    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 around maximizing the output and performance of our many clients through the provision of strategic and operational consulting services.We thus continue to hone long-standing skills and develop new competencies in our fields of expertise so we can consistently offer innovative, timely and relevant solutions t...
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    Job Summary
    September 5, 2016
    Offer Type
    Minimum of 8years
    Salary Range
    N0.00 - N0.00K
    November 30, 1899
    Analyst/ Quality Control
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