Wananchi Group
Job Title: Cable Network Dispatcher
Reporting to: Dispatch team leader
Job Purpose / Summary: The core roles is to schedule customers, monitor and track dispatch activities and manage SLAs based on defined expectations.
Key Roles:
1) Overall:
Working closely with the contractor dispatch teams to oversee the smooth flow of all dispatch activities including subscriber installations and subscriber maintenance, thus ensuring:
a) Contractor performs subscriber installation within stipulated time quotas as agreed between Wananchi and the contractor.
b) Subscriber maintenance service calls are attended to and service up time is confirmed within the timelines agreed between Wananchi and contractor. This also includes penalties being shared to the contractor on a monthly basis if need be.
c) Work with technical admin and ensure PO requisitions are uploaded on time via pastel including invoice follow ups.
d) Inhouse Field Engineers have enough jobs at all times and that the customers are attended to within the shortest time possible and escalations done where necessary.
2) Subscriber installations:
Working closely with the Wananchi sales department thus ensuring:
a) Work orders are attended timely: Contractor receives work orders in good time in order to install customers based on agreed SLAs.
b) Timely and accurate sales work order production:
i) Conduct analysis to determine the timeliness of work order
production to allow subscriber installation to be performed within the
stipulated SLAs.
ii) Conduct random checks and receive escalations from the contractor
supervisor in regard to the quality of work orders being created by
sales thus ensuring that the information entered on work orders is
according to the standards set and that HP addresses are accurate and
correct.
iii) Pursuing the enforcement of penalties for breach of stipulated thresholds and standards.
c) Timely analysis of installation turnaround time and technical quality SLA performance: Pursuit of quality checks either by conduct of random checks or by monitoring of trouble tickets by subscribers within the first month of installation and escalating to the contractor any quality matters that do not meet the stipulated SLAs.
d) Reconciliation of sales against installation and invoices raised: Work closely with contractor’s installation supervisor to reconcile the sales made against the completed installations.
e) Tracking issues with QC for both B2B and B2C escalations.
f) Coordinated with In-house support teams and make sure quality work orders are assigned to them and closed within the same day SLA.
g) Audit addressing adherence: by sales agents and coordinating enforcement of penalties with the sales administrator.
3) Subscriber maintenance:
Interface between customer service and contractor teams relating to subscriber maintenance Operations.
a) Assign subscriber work orders to contractor teams and ensure they are closed within stipulated SLAs.
b) Analyze work orders received and work together with relevant Customer Service department teams to ensure that the tickets and work orders created require a subscriber Maintenance visits are genuine. This is to avoid useless truck rolls.
c) Track and share penalties with contractors related subscriber operations SLA and quality issues.
Key Performance Indicators:
i) Same day installation and support for all tickets
ii) Timely reports shared to stakeholders
iii) Track Repeat tickets and Support on installations done within 6 months
iv) Timely PO requisition and Invoice tracking on Pastel
v) Timely follow up on escalations from CE and Commercial with feedback shared in time
Interested and qualified candidates to submit their applications including a detailed CV and day time telephone contact to recruit@ke.wananchi.com on or before 11th May 2023
The subject line should read Cable Network Dispatcher.
Wananchi Group is an equal opportunity employer and will offer competitive remuneration and benefits to the right candidate.
Only short-listed candidates will be contacted.
Note: Canvassing will lead to automatic disqualification.