Manager - Benchmark and Measurement.Network NG

Reports To

Senior Manager - Access Performance

Division:

Network

Mission:

• Guarantee best in class customer experience while ensuring optimal Network resource utilization
• Competitive benchmarking and network comparative analysis across broad spectrum to engender healthy competition (amongst MSVs, contractors, optimization teams, regions, territories etc.)
• Create a Service Quality and Customer Experience assurance culture within the division

Description:

• Manage and analyze benchmark drive test for the QoSQoE field measurements conducted by 3rd party vendors.
• Generate comparative analysis reports from vendors drive test activities.
• Network Performance analysis and trending; reported to the relevant units for necessary actions.
• Investigate Network related exceptions and give relevant recommendations for network QoEQoS improvement.
• Carry out competitive Networking benchmarking test analysis with recommendation and coordinate activities ensure MTN Nigeria’s competitive edge Performance.
• Proactively and reactively measure and report end-user perceived service quality and provide a basis to drive improved experience.
• Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
• Engage with Managed Service Vendors to deliver improved Customer Experience
• Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
• Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
• Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
• Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
• Ensure NPS and Customer Experience Index improvement as agreed by the business.

Education:

• First degree in Elect/Elect, Computer Sc./Engineering or related fields

Experience:

6 – 13 years technical experience in GSM telecommunication environment of which

• 3 years’ experience in Network Measurement & Benchmarking
• 3 years’ experience in Radio Analysis and Optimization
• Good understanding of GSM Technology, domains and services
• High Proficiency in Excel and PowerPoint Usage