Senior Officer L1 Optimization

This position focuses on managing Radio Network Optimization and handling customer complaints within the South Region. The role involves continuous monitoring of OSS Key Performance Indicators (KPIs) related to accessibility, retainability, mobility, and quality to ensure that departmental targets are consistently met. The incumbent will analyze and resolve customer complaints, including those escalated through PTA, GCSS, and Level 3 channels. Additionally, the role requires conducting inter-operator drive tests to benchmark network performance, providing insights that support maintaining a competitive advantage. Regular consistency audits of network parameters and features will be performed to identify discrepancies and implement corrective actions. Compliance with PTA drive test requirements and conducting site visits are also integral parts of this role.

Key Responsibilities

- Monitor OSS KPIs focusing on accessibility, retainability, mobility, and quality to achieve departmental targets.
- Analyze and resolve customer complaints received via PTA, GCSS, and Level 3 escalation channels.
- Conduct inter-operator drive tests to benchmark network performance and generate insights for network assurance.
- Perform consistency audits on network parameters and features to detect discrepancies and ensure timely rectification.
- Ensure compliance with PTA drive test standards and conduct necessary site visits to maintain regulatory adherence.
- Collaborate with cross-functional teams to support network optimization initiatives and improve customer experience.

Required Qualifications

- Proven experience in Radio Network Optimization and customer complaint management.
- Strong understanding of OSS KPIs and their impact on network performance.
- Experience in analyzing and resolving escalated customer complaints.
- Familiarity with PTA regulations and compliance requirements related to drive tests.
- Ability to conduct and interpret inter-operator drive test results.
- Analytical skills to perform consistency audits and identify network discrepancies.
- Excellent communication and coordination skills for effective collaboration with internal teams and external stakeholders.

Preferred Qualifications and Benefits

- Prior exposure to working in a telecommunications environment within the South Region is advantageous.
- Knowledge of GCSS and Level 3 complaint handling processes.
- Hands-on experience with network assurance tools and benchmarking techniques.
- Opportunity to work in a dynamic environment focused on continuous improvement and customer satisfaction.
- Professional growth prospects within the network optimization and customer service domains.

This role offers a challenging yet rewarding opportunity to contribute significantly to network quality and customer satisfaction by leveraging technical expertise and analytical capabilities.