Workforce Management Centre (WFMC) Latest Jobs [Over 40 Positions]

Posted on :

13 Apr, 2017

Category :

Administrative Jobs in Nigeria, Information Technology Jobs, Sales Jobs in Nigeria

Workforce Management Centre (WFMC) – Our client, a reputable Software company, is recruiting to fill the following positions below:

Job Title: Direct Sales Agent (DSA)
Location: Lagos
Industry: Health
Slots: 43

Job Summary

  • The overall responsibilities will be to find new business prospects, generate sales leads and contacts that will lead to closed sales.

Responsibilities

  • Selling the HMO’s products and services through a variety of sales activities (e.g., networking, prospecting, seeking referrals, working marketing leads, etc.) Initiate the sales process, making sales presentations to sales prospects.
  • Pursue identified prospects via consistent visits/ calls and follow up for timely closure within specified time frame
  • Establish an excellent on-going working relationship with prospects and clients; optimize each contact with new and existing clients.
  • Achieve other targets as per budget including Average Premium, no of accounts, number of enrollees (members), average size of deals, and other key Sales efficiency and productivity tracking ratios as communicated.
  • Prepare daily call memo’s, weekly activity reports and monthly sales forecasts to be forwarded to supervisor
  • Other related duties as directed by supervisor.

Requirements   
Education & Experience:

  • A university degree – BA or BS  or HND is required
  • Post qualification work experience of at least 3 years preferred
  • Must be customer and result-oriented. Must have a flair for selling and building relationships.
  • Must be a good team player
  • Must be analytical, methodical, thorough, and accurate.

Desired Skills:

  • Excellent written and verbal communication skills
  • Excellent presentation skills
  • Analytical, creative, strong selling skills; excellent relationship management skills. Must function well in a result oriented, performance driven controlled environment.

Application Closing Date
13th April 2017.

How to Apply

Interested and qualified candidates should:
Click here to apply online

 

Job Title: IT Business Manager
Location: 
Lagos

Summary

  • The IT Business Manager is overall accountable for the management of the Company in the relevant site/country.
  • The responsibilities include: Defining strategic and business goals, acting as the Company representative in the site/country and facing government and local authorities, media, industry associations, banks.
  • Monitoring and controlling operational delivery; providing leadership and management to all local employees; building the company brand in the local market and ownership of Company financial results.
  • This position’s primary responsibility is to ensure the organizational effectiveness by providing leadership for the organization’s operational and functional teams.
  • Working with the management team and functional leaders, the position contributes to the development and implementation of organizational strategies, policies and practices.

Responsibilities
Operations Management:

  • Ensure KPI’s and SLA’s targets are met through the different company divisions. Follow-up with management in case of breached SLA.
  • Manage Availability and Utilization of resources through the center. Agreement on productivity savings and growth targets as required
  • Ensure headcount planning is updated and relevant with the most accurate information.
  • Responsible for agreement of client provided forecasts and enabling/undertaking actions in order to accomplish the headcount and resources goals based on it
  • Establish and align departmental policies, and procedures in accordance with Global Company requirements.
  • Play a significant role in long-term planning, including an initiative geared toward operational excellence. Ensure that the quality of the services matches with the company expectations.
  • Maintain good Partner relationship with our Clients local and global
  • Develop and implement initiatives that positively impact operational efficiency. Proactively propose plans for operational optimization.
  • Be informed of any relevant operation related issues in order to provide insight and guidance, this in order to solve the situations with agility and understanding to prevent same issues to happen in the future. Follow-up on high level escalated issues from and ensure that management is aligned with the proper resolution and future prevention.

People Leadership & Management:

  • Develop, nourish and inspire the human asset of the company on a day to day basis
  • Increase management’s effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities.
  • Ensure the Site is in consistency and alignment with the global processes implemented by the organization in regards – Financial and operational Reporting; Selection; On-boarding; Performance management; Succession mapping for key roles; Training needs and Development plans.
  • Develop and implement KPI’s for the next level of Management and measure effectiveness to ensure business goals are met
  • Produce a capacity plan and provide short term capacity solutions for the Talents sourcing in alignment with the HR function – this can be delegated to the Deputy Site Manager in terms of daily, weekly or monthly tasks – however the ultimate responsibility of meeting quota demands on a monthly basis remains in the scope of the Sime manager
  • Coach, mentor and guide his/her management team on how to work with people; structure teams and evaluate performance of team members

Financial Management:

  • Responsible for the financial management of the respective site.
  • Oversee and direct daily, monthly and quarterly assessments and forecasts of site financial performance against budget, financial and operational goals.
  • Reconcile monthly activity, generating year-end reports, and ensuring the site fulfilling tax related requirements
  • Monitor the departments to ensure that they efficiently and effectively provide needed services while staying within budgetary limits
  • Oversee and monitor short and long-term financial and managerial reporting
  • Maintain and monitor all accounting systems and procedures capturing all pledges, billings and receipts and for the recording of all revenue transactions, recommend and implement improvements to systems

Business and Strategic Development:

  • Develops strategic plan for the location, by studying technological and financial opportunities; presenting assumptions; recommending objectives to the COO, CEO and the Global Management Team
  • Builds company image by collaborating with customers, government, community organizations, and employees; enforcing ethical business practices.
  • Accomplishes site objectives by establishing and managing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections
  • Act as Legal representative for the company in the Location and has ultimate responsibility for the whole Site
  • Translates the Global Strategy of the organization into business/ operational objectives for the specific location, assigns tasks and KPIs to his/hers managerial team
  • Regularly communicates and deliver important companywide messages to the Management teams; presents at Town halls
  • Establish and implement operational processes across all associated with the successful management of the Site activities, actively seeking to identify cost effective solutions to improve the strategic and tactical running of the operation
  • Resource budget and planning – P&L management
  • Co-ordinate operational change management processes to ensure cost efficiencies and effectiveness
  • Drive business strategy for the location in accordance with the company overall strategy to maximize operational excellence

Requirements

  • Bachelor or Master (preferred) degree on IT/Telecommunications, Economics or Business administration
  • Management experience in comparable position, handling a company of 80+ people for a minimum of 3+ years
  • Experience in people and strategic site management
  • Experience in outsourcing project management and budgetary handling
  • Experience in international company with remote leadership
  • Strong operations capabilities in customer service
  • People leader
  • Multi-cultural and open to pluralism
  • Transparent, honest and hard working
  • Self-motivated/organized, proactive and with initiative. Strong team-working abilities and leadership
  • Management of results through others – ability to manage others by setting clear goals and objectives and later measuring performance against these objectives
  • Analysis, problem-solving and decision making from high level perspective
  • Strong communication and organizational skills
  • Good working knowledge of English language – spoken and written language is a plus.

Application Closing Date
21st April, 2017.

Method of Application
Qualified and interested candidates should forward their CV’s to: [email protected] Please indicate the job title as the subject of the email e.g. “IT Business Manager”

Note: Only qualified candidates will be contacted

 

Job Title: Expert, Technical Support (Level 2)
Location:
Lagos

Job Description

  • The Expert, technical support (Level 2) is a higher-level person, in charge of taking more difficult cases or situations through elevations coming from Software Support Engineer Level 1.
  • Expected as well to provide faster and more accurate support.

Duties and Responsibilities

  • Take and resolve Technical Elevations coming from Level 1.
  • Be the bridge of contact between Level 1 and Level 3 when needed.
  • Take and resolve Premier Contract cases when requested.
  • Mentor Level 1 engineers if needed or requested by the manager.
  • Provide concrete and reliable information to the clients, in compliance with the respected procedures.
  • Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
  • Communicate with the client to collect all required additional information needed for the case resolution.
  • Ensure complete and detailed track of each update related to the case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
  • Follow best practice ticket management processes, i.e. ensuring tickets owned are handled and updated timely and every effort is made to make service levels
  • To use professional business language when communicating verbally or in written with the customers. Any usage of slang, argot, offensive or informal language is inappropriate and may lead to disciplinary sanctions
  • Meet all personal targets and try to over achieve the metrics on a daily and monthly basis.
  • Comply with and execute appropriately all specific tasks related to the position or ad hoc tasks
  • Send all data and reports requested by his/her direct Manager.
  • Collaborate with other team members to provide high quality support and quick resolution of the client’s requests.
  • Present a positive, effective and flexible contribution to achieving team targets and objectives by sharing best practices.
  • Protect confidential and sensitive (incl. protected) information and materials.
  • Ensure constant self-development by using each moment and way to improve in the day to day work, following web based trainings, personal experience and any other available tools.
  • Adhere to all internal and client’s Policies and Procedures.
  • Proactively check for updates of procedures and give feedback to his/her direct Manager.
  • In case of necessity, serve as a back-up of a colleague by taking additional cases and updating the status of the client’s requests.
  • Attend Face to Face meetings with his/her direct Manager.
  • Participate actively in team meetings.
  • Seek for the continuous improvement of the provided service’s quality.
  • Operate under close supervision of his direct Manager.
  • Make a correct use of his/her office phones only for work related needs- contact with the client and/or communication with all parties involved in the case’s resolution.
  • Be part of the Queue Monitoring when requested and ensure accomplishment of the service level agreements.
  • Strictly follow his/her working schedule and be available on his workplace from the beginning till the end of his shift.
  • Execute any additional task requested by the direct Manager.

Requirements

  • HND/BSc. in related fields.
  • More technical experience and knowledge than a level 1 is required.
  • At least 3 years of experience acting as a Level 1 Support Engineer is required
  • Technical education at a high level is preferable.
  • Previous experience on the software
  • Previous customer service experience is needed
  • Engineer certified on the product supported when needed.
  • Customer orientated, motivated to take charge of both customer engagement and problem resolution.
  • High customer service, telephone, oral and written skills.
  • High written and oral knowledge of English and/or another language, depending on the profile
  • Proficient knowledge of various hardware, software and Microsoft® operating systems.
  • High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc) – Technical skills must be higher than L1 engineer.
  • Analytical and Troubleshooting skills
  • Self-management and self-control
  • Team player

Application Closing Date
21st April 2017.

Method of Application

Interested and qualified candidates should kindly forward their CV’s to: [email protected] Please indicate the job title as the subject of the email e.g. “Expert Technical Support (Level 2)”

Note: Only qualified candidates will be contacted.

 

Job Title: Software Support Engineer (Level 1)
Location:
Lagos

Job Description

  • The Technical Support Consultant Level 1 is the entry point for customers. It is expected from him/her to provide customer service and technical support based on internal procedures and quality metrics.
  • H/She is responsible for handling, classification, tracking and resolving client’s requests (tickets) sent via email or ticketing system and for the right end-to-end management of the ticket assigned to him/her.

Responsibilities

  • Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
  • Communicate with the client in order to collect all required additional information needed for the case resolution.
  • Ensure complete and detailed track of each update related to the case handling, including all communication, by documenting all steps in the troubleshooting and resolution of the incident.
  • Follow the best practices in the ticket management processes, i.e. ensuring that all clients’ tickets are assigned, checked, daily updated, and every effort is made to meet the required service level.
  • Provide concrete and reliable information to the clients, in compliance with the respected procedures.
  • Accept, prioritize, analyze and close all assigned to him/her client’s requests with the needed quality within the expected deadlines.
  • Communicate with the client in order to collect all required additional information needed for the case resolution.
  • To use professional business language when communicating verbally or in written with the customers. Any usage of slang, argot, offensive or informal language is considered to be inappropriate and may lead to disciplinary sanctions.
  • Meet all personal targets and try to over achieve the metrics on a daily and monthly basis.
  • Comply with and execute appropriately all specific tasks related to the position or ad hoc tasks.
  • Send all data and reports requested by his/her direct Manager
  • Collaborate with other team members to provide high quality support and quick resolution of the client’s requests.
  • Present a positive, effective and flexible contribution to achieving team targets and objectives by sharing best practices.
  • Ensure constant self-development by using each moment and way to improve in the day to day work, following web based trainings, personal experience and any other available tools.
  • Adhere to all internal and client’s Policies and Procedures.
  • Proactively check for updates of procedures and give feedback to his/her direct Manager.
  • In case of necessity, serve as a back-up of a colleague by taking additional cases and updating the status of the client’s requests.
  • Attend Face to Face meetings with his/her direct Manager.
  • Participate actively in team meetings.
  • Seek for the continuous improvement of the provided service’s quality.
  • Operate under close supervision of his direct Manager.
  • Make a correct use of his/her office phones only for work related needs- contact with the client and/or communication with all parties involved in the case’s resolution.
  • Be part of the Queue Monitoring when requested and ensure accomplishment of the service level agreements.
  • Strictly follow his/her working schedule and be available on his workplace from the beginning till the end of his shift.
  • Execute any additional task requested by the direct Manager.

Requirements

  • HND/B.Sc. in related fields.
  • Minimum of 2 years IT Care experience in a complex organization.
  • PC experience – comfortable working with Windows operating systems and Microsoft Office Suite.
  • Technical experience is an advantage.
  • Previous customer service experience is desirable.
  • High Technical Skills/Knowledge (Databases, Diverse Operating Systems, Programming, Networking, etc.)
  • Analytical and Troubleshooting skills.
  • Self-management and self-control.
  • Team player.
  • Customer orientated, motivated to take charge of both customer engagement and problem resolution.
  • High customer service skills- attitude on telephone, verbal and written skills.
  • Good written and oral knowledge of English and/or another language, depending on the profile.
  • Good knowledge of various hardware, software and Microsoft operating systems.

Application Closing Date
21st April, 2017.

Method of Application

Interested and qualified candidates should kindly forward their CV’s to: [email protected] Please indicate the job title as the subject of the email e.g. “Software Support Engineer (Level 1)”

Note: Only qualified candidates will be contacted.

 

Job Title: Service Desk Administrator
Location: Lagos

Job Summary

  • To provide a 24×7, multi-lingual, single contact point for our customers worldwide for software services related incidents and to enable the smooth flow of these incidents across our whole organization to the appropriate Software subject matter experts for both technical and non-technical requests.

Responsibilities

  • Provide collaboration & communication interface between customers and subject matter experts (SME) in Software Services.
  • Assure the total customer experience is achieved, by providing to the end customer the most complete answers.
  • Provide management and incident routing for non-technical & technical requests.
  • Fully document every ticket, including all resolution steps.
  • Handling cases within the corresponding turnaround time.
  • Follow best practice ticket management processes.
  • Participate in product forums and web knowledge bases i.e. Maintain product knowledge up to day by investigating and get informed of all product releases.
  • Create a positive work environment for our contact center agents.
  • Attend Team/ Face to Face meetings with the Team Lead.
  • Be available for work at the scheduled shift start.
  • Ensure constant self-development using day to day work; web based training, and any other available tool.
  • Present a positive, effective and flexible contribution to achieving team targets and objectives.

Requirements

  • HND/BSc. in related fields.
  • 2-years IT customer service experience required.
  • Any technical certification will be a plus.
  • Comfortable working with several tools at the same time.
  • Solid communication skills, written and verbal (English)
  • Basic knowledge of various hardware and software, including but not limited to Microsoft operating systems.
  • Excellent customer service skills.
  • Customer oriented ability and excellent understanding of customer impact.
  • Ability to work with minimum supervision (results driven).
  • Team player.

Application Closing Date
21st April, 2017.

How to Apply
Interested and qualified candidates should send their CV’s to: [email protected] Please indicate the job title as the subject of the email e.g. “Service Desk Administrator”

Note: Only qualified candidtates will be contacted

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