Applications are invited from interested and suitably qualified graduates for Innovatum Technology Limited Recruitments. The Application deadline is 22nd April 2019.
Innovatum Technology Limited – We are an outsourcing and Project Execution Company that is technologically inclined in Nigeria, and do hereby seek applications from qualified and suitable candidates for the position below from a growing offline and online Technological outfit that specializes on Social media.
We are recruiting to fill the following positions below:
Job Title: Advocacy – Team Leader
Location: Nigeria
Responsibilities
- Facebook’s expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly.
- Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
- Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement
- Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals.
- Strong communication to ensure quarterly strategy, as well as monthly and weekly priorities, are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, Facebook) with to-the-point communication.
- Able to adapt quickly to changes in workflows/processes/procedures/product features
- Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
- Able to clearly outline current performance drivers of their market and actions to improve
- Maintain a professional and personable demeanor at all times
Qualifications
- Minimum of B.Sc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
- Minimum of three years working experience at handling customers within service/technical fields
- Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided, as well as in English where required as a second language for the provision of Services.
- Ability to explain what’s driving their teams’ performance in a concise and data-driven way.
- Ability to identify and grow talent, lead, motivate and coach direct reports
- Proven ability to identify training needs and support development of programs
- High level of integrity as demonstrated personally and professionally
- Proven ability and passion to coach in one-on-one and also in a team setting with a clear data-driven approach and tangible output for agents to improve.
- Outstanding customer service skills
- Excellent written and verbal communication skills. Comfort communicating with all levels of management and the ability to adjust messaging to different target audiences with to-the-point communication
- Excellent organizational skills and a detail-oriented approach to problem-solving
- Demonstrated proficiency in multi-tasking and prioritization
- Clearly demonstrated a passion for ensuring the success of Facebook’s culture of excellence and commitment to quality and customer service
- Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
- Familiarity with project management
- Moderate understanding of business process improvement methods
- Understanding of departmental policies and procedures
Remuneration
Very attractive and negotiable.
Job Title: Quality Analyst – Advocacy
Location: Nigeria
Responsibilities
- Quality Specialist will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel,
- Quality Specialist will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel,
- Provide feedback, coaching and mentoring to Personnel as needed,
- Work closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
- Quality Specialists are also responsible for refresher training on process changes and analysis and reporting,
- Working closely with Facebook to update and implement quality criteria and process changes.
Qualification and General Skills
- Minimum of BSc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
- Minimum of 3 years of experience in a training role in a technical support or client care operation
- Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
- Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided
- Fluent English is mandatory
- Experience handling customers within service/technical fields within Call center environment
- Expert familiarity with and quality review in all departments
- Able to adapt quickly to changes in workflow
- Excellent written, verbal, and customer service skills
- Mastery of all customer-communication
- Comfortable communicating with all levels of management
- Excellent organizational skills and detail-oriented approach to problem solving
- Demonstrated proficiency in multi-tasking and prioritization
- Clearly demonstrated passion for ensuring the success of Facebook culture of excellence and commitment to quality and customer service
- Flexibility to work rotating shifts
- Excellent computer skills
- Project management experience to include an understanding of business process improvement methods
- Understand departmental policies and procedures
- Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
Remuneration
Very attractive and negotiable
Job Title: Community Manager (Online)
Location: Nigeria
Responsibilities
- Execute FB’s agreed content strategy for the program
- Handle day-to-day community moderation of Facebook groups, which includes approving posts, approving member requests, and moderating comments
- Foster a sense of community by listening and responding to our users and encouraging dialogue in our groups
- Establish and deliver community engagement goals on a weekly and monthly basis
- Utilize data and analytics to drive decision making and advise social content and editorial decisions
- Provide feedback on the skills and trainings our communities are looking for
- Provide feedback about the quality of advocacy activation (e.g. how they did in panels)
- Collaborate with internal stakeholders and cross-functional partners to identify new ways to drive engagement and interaction within the community
- Represent the Facebook brand with authenticity and integrity in every interaction
Qualification and General Skills
- Minimum of BSc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception
- Minimum of 2 years of community management experience/social media marketing
- Has the ability to live and work in Lagos, Nigeria
- Has ample experience managing online communities and is able to be
- creative and innovative in the social media space
- Has the ability to use Customer Relationship Management tools: sending, tracking and following up on several conversations daily
- Has excellent social skills; owns the room when presenting; takes pride in being an excellent brand ambassador to Facebook in front of some of our most influential advocates
- Has excellent communication and customer service skills
- Oral and written fluency in English a must; and in Yoruba or Igbo, a plus
- Can work independently, but also manage/ influence others
- Ability to prioritize tasks and manage deadlines amidst a fast-paced, ambiguous environment
- Loves technology and is passionate about Facebook’s mission
- Is comfortable taking and giving feedback.
- Has a can do attitude and is flexible enough to change their style/ approach
- Is curious and eager to learn is passionate, hungry and eager to build awareness about how Facebook can help SMBs
- Has high professional and ethical standards
Remuneration
Very attractive and negotiable
Job Title: Marketing Expert – Team Leader
Location: Nigeria
Responsibilities
- Facebook’s expectation of team leads is that 70% of their time is dedicated to coaching, shadowing and supporting their agents directly. Effective use of key dashboards and call activity reporting to ensure excellent performance rigor.
- Ability to identify and grow talent, lead, motivate and coach direct reports in order to establish and develop an effective team; identify outliers and manage the team’s performance to continuous KPI achievement
- Managing day-to-day operations – ensure consistent quality and productivity across channels (call, email, chat, etc.) to add maximum value for advertisers. Ensure consistent performance according to the relevant service level metrics or revenue/funnel goals. Strong communication to ensure quarterly strategy as well as monthly and weekly priorities are understood and adhered to by agents. Able to adjust messaging to different target audiences (agent, Ops Manager, Facebook) with to-the-point communication.
- Able to adapt quickly to changes in workflows/processes/procedures/product features Proactively share existing bottlenecks and challenges with quantified impact on operations to allow appropriate prioritization
- Able to clearly outline current performance drivers of their market and actions to improve
- Maintain a professional and personable demeanor at all times
Qualification and General Skills
- Minimum of B.Sc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
- Minimum of three years working experience at handling customers within service/technical fields
- Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided, as well as in English where required as a second language for the provision of Services.
- Ability to explain what’s driving their teams’ performance in a concise and data driven way.
- Ability to identify and grow talent, lead, motivate and coach direct reports
- Proven ability to identify training needs and support development of programs
- High level of integrity as demonstrated personally and professionally
- Proven ability and passion to coach in one-on-one and also in a team setting with a clear data driven approach and tangible output for agents to improve.
- Outstanding customer service skills
- Excellent written and verbal communication skills. Comfort communicating with all levels of management and able to adjust messaging to different target audiences with to-the-point communication
- Excellent organizational skills and detail-oriented approach to problem solving
- Demonstrated proficiency in multi-tasking and prioritization
- Clearly demonstrated passion for ensuring the success of Facebook’s culture of excellence and commitment to quality and customer service
- Previous personnel management experience with service/technical fields within Call Center environment or tech/service/sales industry
- Familiarity with project management
- Moderate understanding of business process improvement methods
- Understanding of departmental policies and procedures
Remuneration
Very attractive and negotiable
Job Title: Advocacy ID Agent
Location: Nigeria
Responsibilities
- Identify and qualify business owners who have a positive sentiment towards Facebook and are going their businesses with Facebook
- Work reactively and proactively to build the community of business Advocates.
- Responsible for Quality of Advocates and KPI of metrics around Productivity.
- Collaborate with internal stakeholders and cross-functional partners to identify new ways to identify advocates
- Represent the Facebook brand with authenticity and integrity in everyinteraction
Qualification and General Skills
- Minimum of BSc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception
- Minimum of 2 years of advocacy management experience
- Has the ability to live and work in Lagos, Nigeria
- Has ample advocacy management experience and is able to be creative and innovative in the community management space Has excellent social skills; takes pride in being an excellent brand ambassador to Facebook in front of some of our most influential advocates
- Has excellent communication and customer service skills Oral and written fluency in English a must; and in Yoruba or Igbo, a plus
- Can work independently, but also manage/ influence others
- Ability to prioritize tasks and manage deadlines amidst a fast-paced, ambiguous environment
- Loves technology and is passionate about Facebook’s mission
- Is comfortable taking and giving feedback.
- Has a can do attitude and is flexible enough to change their style/approach
- Is curious and eager to learn
- Is passionate, hungry and eager to build awareness about how Facebook can help SMBs
- Has high professional and ethical standards
Remuneration
Very attractive and negotiable
Job Title: Marketing Expert – Quality Analyst
Location: Nigeria
Responsibilities
- Quality Specialist will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel,
- Quality Specialist will be responsible for monitoring call, email, chat and any other support interactions quality of Personnel,
- Provide feedback, coaching and mentoring to Personnel as needed,
- Work closely with the operation Team Leaders and Personnel to meet the relevant service level metrics.
- Quality Specialists are also responsible for refresher training on process changes and analysis and reporting,
- Working closely with Facebook to update and implement quality criteria and process changes.
Qualification and General Skills
- Minimum of B.Sc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
- Minimum of 3 years of experience in a training role in a technical support or client care operation
- Experience preferred in quality assurance role, working closely with all departments to prioritize efforts while providing timely and high quality service.
- Fluent, have acceptable accents, and speak clearly and understandably in each of the language(s) in which the Services are provided
- Fluent English is mandatory
- Experience handling customers within service/technical fields within Call center environment
- Expert familiarity with and quality review in all departments
- Able to adapt quickly to changes in workflow
- Excellent written, verbal, and customer service skills
- Mastery of all customer-communication
- Comfortable communicating with all levels of management
- Excellent organizational skills and detail-oriented approach to problem solving
- Demonstrated proficiency in multi-tasking and prioritization
- Clearly demonstrated passion for ensuring the success of Facebook culture of excellence and commitment to quality and customer service
- Flexibility to work rotating shifts
- Excellent computer skills
- Project management experience to include an understanding of business process improvement methods
- Understand departmental policies and procedures
- Passion for management and review of all quality issues to include training, customer service, communication, workflow, reporting, SLA’s, coaching, appraisals, etc.
Remuneration
Very attractive and negotiable
Job Title: Community Trainer
Location: Nigeria
Responsibilities
- Facilitate workshops at conferences or events in Nigeria and other SSA countries
- Attend and lead webinars (with SSA HV as required) team for product updates/ trainings
- Facilitate train the trainer workshops for the Policy program, facilitate refresh workshops for existing trainers; observe new trainers and provide immediate feedback and coaching
- Serve as FaceBook (FB) expert in the FB Trainer Network group and help answer questions that arise about the platform
- Provide feedback on the skills and trainings our communities are looking for
- Research, flag and possibly attend key industry events (including competitor events)
- Share monthly reports with Facebook on training activities
- Ensure that learning incorporates regional/cultural requirements such that solutions are adapted to unique geographical needs
- Partner and collaborate with internal teams on the design, creation, delivery, and effective measurement of innovative training solutions (as required).
- Collaborate with the FB Hub Team to organize and coordinate the logistics for workshops, conferences and events
- Role will require up to 40% travel
- Minimum of 2 years of event facilitation and training experience
- Manage people, performance and day-to-day operations of the Community Training team with high quality standards.(Senior CT)
- Minimum of 2+ years of people management experience
- Minimum of 4 years of event facilitation and training experience
Qualification and General Skills
- Minimum of BSc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
- Must have the ability to live and work in Lagos, Nigeria (and other SSA countries as required)
- Has ample training experience, and is enthusiastic about providing feedback to help make trainings more engaging and effective
- Very strong written and verbal communication skills
- Has excellent social skills with strong experience communicating with a variety of audiences and engaging and influencing stakeholders, owns the room when presenting; takes pride in being an excellent brand ambassador to Facebook in front of some of our most influential advocates.
- Loves technology and is passionate about Facebook’s mission
- Oral and written fluency in English a must; and in Yoruba or Igbo, a plus
- Is comfortable taking and giving feedback.
- Has a can do attitude and is flexible enough to change their style/ approach
- Is curious and eager to learn
- Is passionate, hungry and eager to build awareness about how Facebook can help SMBs
- Has high professional and ethical standards
Remuneration
Very attractive and negotiable
Job Title: Reporting Analyst
Location: Nigeria
Responsibilities
- Data analysis, spotting data trends, performing gap analysis, generating reports, and recommending improvements to current business metric collection process
- Produce and deliver tracking and reporting for key KPI/SLA’s in the business
- Responsible for designing key dashboards and scorecards for Senior Leadership and Business Unit (Team Leaders, Training Team, Quality Analysts, etc.
- Perform ad-hoc data analysis to support the business initiatives
- Create and maintain efficient and secure systems for recording data and producing relevant documentation
- Maintaining the daily relationship with the business intelligence supplier
- Seek opportunities to drive innovation and process improvement within the reporting spectrum
Qualification and General Skills
- Minimum of BSc/HND in any approved university and course, with either NYSC Certificate of Completion or Exception.
- Minimum of 2 years of experience working in a reporting environment, with proven ability to deliver high quality & accurate reports within demanding timescales
- Strong technical and numerical skills with advanced Excel skills
- Strong communication skills (both written and verbal) – ability to clearly communicate complex quantitative analysis in actionable insights
- Detail-oriented and passion for problem solving
- Ability to work on own initiative or as part of a team
- Knowledge of data tools
Remuneration
Very attractive and negotiable
How To Apply
Interested and qualified candidates should send their Resume to: Using the position as the subject of the mail on or before the closing date stated above.
Application Deadline 22nd April, 2019.
Note: Please adhere strictly to the Job Description (JD) and requirements. CVs without the required experience will be discarded.
