Role Summary:

The Disconnects Analyst is responsible for disconnects data and cost analysis ensuring data is entered with the expected quality. Customer communication and order processing ensuring orders are delivered and completed on time with the expected quality.

Internal Departments they will interact with:

Supplier Management, PNOC, NOC, Sales, Support, Assurance, Legal, Finance

Main Responsibilities:

• Responsible for all orders and tasks assigned to him/her
• Manage third party resource (internal & contracted), ensuring that the customers’ orders are delivered and completed on time and to the specified quality and customer requirements
• Communicate regularly with the customers, providing them with clear and regular updates during the whole the delivery life-cycle
• Escalate to the Line Manager as well as the Delivery Management team when needed (delivery at risk, customer complaint, etc.)
• Provide support and advice to other team members

• Provide support to the Line Manager

• Maintain appropriate documentation and data in systems relevant to the Delivery process and support the delivery goals, KPIs.

• Train and support new starters.

• Identify and help implement improvements to help drive operational efficiency, Process/operational maturity, and improve customer experience.

• Calculate ETLs and raise AR requests to billing

• Analyze disconnect data ensuring disocnnects are properly completed with the correct details updated in the system and take corrective actions when needed
• Support CoR initiatives by analazing disconnect data and ensuring corrective actions are taken to fix/update discrepancies
• Perform disconnect cost analysis to ensure costs are properly linked to revenue orders
• Ensure vendor billing has stopped post disconnect date

Ideal Candidate Profile:

• Experience in ICT company

• CRM systems

• Analytical and problem-solving skills

• Ability to work accurately & quickly to meet deadlines
• Has a strong attention to detail & accuracy whilst maintaining a high throughput of work

Essential Criteria:

• 1+ years operational experience in complex ICT/Telecommunications delivery and/or support environments

• Good knowledge and preferable experience of using CRM Systems

• General ICT industry knowledge and standards.

Desirable Criteria:

• ITIL Foundation (desirable but not mandatory)

• Ability to present to a forum and/or senior management (desirable but not mandatory)

• Educated to degree level in ICT/Business Administration/Computing (desirable but not mandatory)

Other Similar Job Functions:

• Service Delivery

• Project Management

Qualifications/Courses:

• Bachelor degree (desirable but not mandatory)

• ITIL Foundation (desirable but not mandatory)

Hours/Travel/Shift:

09:00 – 17:30