Control Centre Shift Operator at ETC Workforce Services Limited

ETC Workforce Services Limited - We are a leading workforce management, outsourcing and advisory organization, empowering businesses to focus on their core competencies while we handle the complexities of HR, staffing, and operational support.

We are recruiting to fill the position below:

Job Title: Control Centre Shift Operator

Location: Lagos, Nigeria
Reporting To: Control Centre Manager

Role Purpose

• We are seeking a vigilant and analytical Control Centre Shift Operator to monitor and manage customer complaints, with a specific focus on bilateral technical and commercial issues.
• This role is critical to ensuring service compliance, timely fault resolution, and supporting revenue assurance across operational units.

Key Responsibilities

• Generate and dispatch daily Disconnection/Reconnection (DC/RC) orders to ESC/ESR/technical hubs based on predefined parameters.
• Collate and report all DC/RC orders dispatched to technical hubs.
• Monitor and report bilateral faults and resolutions 24/7 via the customer complaint portal, adhering to service standards.
• Ensure feeder fault tickets and associated work orders are created daily on the asset management portal.
• Escalate unresolved issues to relevant departments and follow through to ensure service compliance.
• Monitor and ensure quality assurance in resolving customer complaints.
• Analyse and report technical and commercial faults and resolutions from field locations.
• Escalate unresolved faults and SLA violations based on stipulated standards.
• Conduct trend analysis of DC/RC activities, fault management, and franchise operations to support planning for technical and commercial functions.

Minimum Requirements

• First degree in any relevant discipline.
• 2 - 3 years of experience in an operations environment.
• Experience in a utility company is an added advantage.

Skills & Competencies:
Technical Competencies:

• Mid-level to advanced proficiency in Microsoft Excel
• Strong data analysis and complaint management skills

Behavioural Competencies:

• Excellent interpersonal and communication skills
• Strong problem-solving abilities

Application Closing Date
Not Specified.

How to Apply
Interested and qualified candidates should:
Click here to apply online