Vacancies in Wananchi Group, Kenya 2019
Job Employment Kenya: Vacancies in Wananchi Group, Kenya 2019
Job Description: Today Work Kenya

Wananchi Group (K) Ltd

Job Title: Service
Department: Customer Experience
Employment Status / Type: Full-time.
Position Reporting to:Team Leader Technical Support

Manages Others: No

Job Purpose / Summary: Reporting to the Technical Support Team Leader, the job holder
is responsible for call technical support and troubleshooting guidance
pertaining to Wide Area Network (WAN), Local Area Network (LAN), Internet,
data, voice, mail and managed LAN services queries from customers
satisfactorily within the defined scope and laid down standards processes &
procedures within the Helpdesk or Onsite.
The job holder will be expected to a)
identify customer problems of a technical nature that are relevant for
Technical organization’s quality improvement, b) investigate, c) design ad hoc
reports that can assist the technical team.
The job holder will be expected to
undertake extensive troubleshooting for any escalated matters using the
existing systems and follow up that they have been resolved.
The job holder will be expected to
act as a liaison between the Cs Team and the NOC, Engineering and technical
team in reporting customer calls and queries so as to provide sufficient
information in trying to understand and resolve customer related problems.
Extensive troubleshooting of all
customer escalated matters including but not limited to HFC, GPON, METRO, MPLS,
WiMAX, DTH, TV and managed Wi-Fi.
Research for potential trouble spots
using the available troubleshooting tools and providing workable solutions
and/or escalating to the relevant department for closure.
Good interpretation of customer calls
to meaningful reports and understanding of the Network which can be presented
to the technical team for continuous improvement of customer issues.
Act as a liaison between the
technical team and CS team on customer issues reporting.
Log and follow-up on faults with
internal / external suppliers.
Good knowledge of the troubleshooting
systems so as to analyze, provide feedback and recommendations for
Design and develop reports and
analysis that will assist the technical team to pin point trouble spots which
require immediate actions.
Follow up on any tasks which are
allocated by the Technical Support Team Leader.
Any other duty that may be assigned.
Experience and Background Required:
Technical background is required with
B.Sc. degree in IT, Engineering, Computer Science, Computer Technology or related
Good understanding of all the
troubleshooting systems within the organization.
Good understanding of the METRO,
MPLS, HFC, GPON and Satellite networks.
CCNA /CCNP practical knowledge of its
application and certification is an advantage.
Call Centre experience as an
Agent/Quality or Supervisor is an added advantage.
Understanding and experience on CRM,
trouble ticketing systems, dispatch procedures and processes within the
Customer Experience department.
Experience in a triple play company
would be an added advantage.
Experience in Onsite support and
maintenance is an added advantage.
Knowledge and experience in reading,
analyzing, and interpreting periodical reports and technical procedures.
Experience in writing reports.
Proficient in MS Office – specifically Excel, Word, PowerPoint.
Ability to effectively present
information and respond to questions from groups of managers, clients and
Experience in solving practical
problems and dealing with a variety of concrete variables in situations where
only limited standardization exists.
Interested and qualified candidates
to submit their application including a detailed CV and day time telephone
contact to on or before 30th April 2019.
The subject lines depending on the
application should be “Customer Experience – Service Engineer”.
Job Title: Planning and Data Analyst

Job Purpose / Summary:Reporting to Head of Customer Experience, the Planning &
Data Analyst is expected to turn data into information and information into
insights to guide business decisions.
Analyst will conduct full operations lifecycle activities to include
requirements analysis and design, develop analysis and reporting capabilities,
and continuously monitor performance and quality control plans to identify
improvement areas.
Key Performance Indicators:
Provide weekly, monthly and annual
forecasts and resource planning in order to support the department performance
Interpret data, analyze results using
statistical techniques and provide ongoing reports
Identify, analyze, and interpret
trends or patterns in complex data sets
Generate and distribute management
reports (periodic and ad hoc) in an accurate and timely manner
Develop and implement data collection
systems and other strategies that optimize statistical efficiency and data
Acquire data from primary or
secondary data sources and maintain databases/data systems
Review system reports and performance
indicators to locate improvement opportunities on process, service and resource
Work closely with management to
prioritize business and information needs
Defining inputs for ad hoc Business
Case justification
Analyze business information to
identify process improvements for increasing business efficiency and effectiveness
Participate in cross-functional
meetings to resolve recurring customer issues
Link to IT & other source
departments on system issues relating to reporting
Ensure there is a recovery plan on
data relating to customer support operations
Manage the information systems
through defining data entry & extraction points
Define system access matrixes for
Team as per security and IT Policies
Provide customer support and
assistance in issue troubleshooting and resolution
Experience & Background Needed
A good understanding of customer
support resources, forecasting and planning techniques and how their successful
deployment can deliver step change in the customer experience and operation
2 years’ experience in a large 24/7
and diverse customer support operation, preferably in ICT sector
Experience with Workforce Management
technologies, preferably within a multi-site or multi-skilled, complex
telephony environment
Recent and demonstrable experience in
data analysis, reporting and planning
Technical expertise regarding data
models, database design development, data mining and segmentation techniques
Knowledge of statistics and
experience using statistical packages for analysing large datasets (Excel,
SPSS, SAS etc)
Added advantage – reporting packages
(Business Objects etc), databases (SQL etc), programming (XML, Javascript, or
ETL frameworks)
Strong analytical skills with the
ability to collect, organise, analyse, and disseminate significant amounts of
information with attention to detail and accuracy
Adept at queries, report writing and
presenting findings
BS in Mathematics, Economics,
Computer Science, Information Management or Statistics
and qualified candidates to submit their application including a detailed CV
and day time telephone contact to on or before 30th
April 2019.
subject lines depending on the application should be Planning and Data Analyst.
Group is an equal opportunity employer and will offer competitive remuneration
and benefits to the right candidate.
short-listed candidates will be contacted.

Canvassing will lead to automatic disqualification.


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