Specialist - Network Customer Solutions.Technology Information at MTN

JOB DESCRIPTION

Primary Job Purpose:  

• Determine, assess, report and ensure the delivery of committed solutions of all Network Quality and Coverage problems reported by customer care, service providers and senior management for MTN SA 

RESPONSIBILITIES
Context: 

• Addressing these aspects timeously and optimally is expected to reduce or prevent negative impacts to the achievement of business objectives of the applicable business units of MTNSA:
• Network quality improvement and future coverage focus in a high service-demanding market.
• Direct Impact on Churn and customer centricity.

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA’s)
Task complexity:

• Strategy Development
• Provide input into network quality and coverage strategies

Network Quality & Coverage 

• Responsible for regional co-ordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage 
• Provide input on network quality and coverage improvement priorities across the network
• Monitor and implement corrective and preventative measures as required
• Investigate customer complaints for possible enhancements in network quality and coverage
• Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes
• Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality
• Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
• Identify key improvement areas based on customer feedback
• Assist in designing processes to ensure quick customer complaint handling
• Take responsibility for regional network quality & coverage issues, including:
• Respond to all incoming coverage and network quality queries within set KPI period
• Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data)
• Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
• Inform Network Coverage CS team/Customer via FLS - Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported
• Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn
• Oversee regional CE installation process from when WA is issued
• Sign of Cell Extender installations once installation is completed
• Ensure a communication platform with Regional SP’s to sustain customer satisfaction & support with regards to Network Quality & Coverage.
• Perform follow up test drives to ensure faults have been resolved as expected
• Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration) 
• Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

Team Leadery / Leadership / Managerial Tasks:  

• Custome advocate
• Serve as customer advocate for regional customer issues reported.

Project management/scheduling

• Conduct effective scheduling to ensure that all customer queries are dealt with per agreed KPIs.
• Leadership is demonstrated during the clear translation of customer requirments when liaising with the planning and optimisation function. Working with all key interfaces of the applicable business units are critical to ensuring cooperation and aligned outcomes, to effective serve the customer.

Communication and Influence

• The NQC Coordinator is able to lead by communicating ideas with peers and leaders and is able to convince and influence others. 
• Excellent communication and negotiation skills are essential as this forms an important part of the relationship with customers, partners and suppliers.

In addition the NQC Coordinator must:

• Be proficient in the ability to manage job outputs, time scales and escalate any problems where necessary.

Role Dependencies:

• Be able to work in other divisions and with other people comfortably.
• Team Members
• Lateral Dimensions: These indicate the areas where the individuals could contribute uniquely in addition to the indicated duties, as well as how they could be affected by others or circumstances not necessarily under their control.

Creativities (improvement/innovation inherent)  

•  Research methodologies, technologies, standards and practices.
•  Suggest improvements to management and implement new systems for better control.
• Direct impact on churn reduction.

Vulnerabilities (control span) 

• Interfacing and co-operation of business units. 
•  Dependency on network group to supply a committed solution.

Collaboration:  Refers to formal and informal relationships
Responsibility towards:

• Direct reports: Quality and Coverage Supervisor.
• Matrix reports: Regional Managers; 
• Key customers: Network Group, Customer Services, Service Providers ; MTN High Profile clients.
• Key suppliers: Network Group, Customer Services.

Discretionary Space: The degree to which individuals are allowed to exercise independent thought and judgement.
Independent thought and Judgment:

• Suggest system improvements to National Quality & Coverage Supervisor.
• Research new technologies.

Authorities:  

• Provide loan handsets or Install external antennas to improve indoor reception. 
• Prioritisation of reported problems based on feasibility analysis and current network roll out.
• Request and authorise credits of up to 3-months subscription

QUALIFICATIONS

• Minimum Requirements  - minimum necessary, and not the ideal / preferred should be included.
• Education: 
• Minimum of 3 year degree/diploma  in I.S.Communications or Electronics.
• Fluent in English

Experience:   

• Minimum 3 years’ experience in Telecommunications environment; with experience in supervising others.
• 3 years experience in GSM Data technology is advantageous.
• Experience working in a medium  organization

Training:   

• PC Literate – excellent knowledge of business systems and MS office
• CME 20  

Head - Big Picture Focus (10)

• Analytical Thinker -   Manages the alignment and execution of tactical activities
• Problem Solver  -  Assists in solving business challenges but looks to others for advice and guidance
• Operational Value Creator -  Executes on innovative commercial practices and identifies areas for continuous improvement

Heart – Emotionally Intelligent (20)

• Culture and Change Champion -  Role models ethical practices by living the MTN values and vital behaviours for others to follow
• Supportive People Manager – Is self-aware and supports team capability development through opportunity creation for realising potential
• Relationship Manager  -  Builds relationships with customers and teams to uphold the MTN brand

Hands – Results Focused (50)

• Results Achiever  -  Drives team objectives and contributes to sustainability of results
• Operationally Astute -  Clarifies priorities, plans, organizes and co-ordinates the work of others  

Skills / physical competencies:

• Presentation Skills: Must be comfortable to present to customers, corporate and staff.
• Technical Skills: Has the functional and technical knowledge and skills to do the job at a high level of accomplishment;
• Analytical Thinking Ability:  Must be able to analyse Network Faults in the RF Environment related to Network Quality & Coverage with tools provided. 
• Business Acumen: Knowledgeable in current and future policies, practices, trends and information affecting the organisation. Awareness of the competition. 
• Problem Solving Skills: Uses analytical and logical methodology to solve difficult problems with effective solutions. Makes use of all resources to get answers. 
• Interpersonal Skills:  Relates well to all kinds of people.  Builds appropriate rapport.  Builds constructive and effective relationships.  Uses diplomacy and tact.  Able to defuse even high-tension situations comfortably.
• Computer Skills; MS Office, TEMS, Data related products, installations etc.
• Project Management Skills:  Planning, prioritizing reported faults in relation to time and availability.