Latest Jobs in Abuja at HoRLaR I.T. Solutions, 17th February 2015

We are driven by an insatiable taste for excellent customer experience, not just the products and past successes. We make products and services, wrapped them with superior customer experience aim at improving daily lives and business returns. We are in a "pursuit of excellence".

We are recruiting to fill the position below:

Job Title: Contact Centre Professional

Location: Abuja

Job Description

• The Contact Centre unit is part the Customer Service Department headed by the Chief Customer Officer (CCO). Contact Centre has the mandate of handling all the requests made by clients in a timely and efficient manner.
• The centre as a whole has standardized goals to achieve as well as each agent. The Contact Centre Professional is responsible for ensuring that the clients who initiate contact with the contact centre receives a satisfactory level of service with their requests, questions and concerns.
• The position collaborates with the following department to achieve the set goals: Telemarketing, Sales, Application Development, Routing/Termination and Strategic Planning.

Essential Job Function

• Take calls from/chat with clients, listening to their requests and queries
• Develop a real rapport with customers to gain their trust and confidence and to get a clear picture of their individual needs
• Answer simple queries swiftly and politely
• For more complex queries, ask further questions to help gather more information about each customer’s exact needs
• Guide customers through the various mobile marketing products and services we provide
• Ensure that the correct action is taken to meet that clients’ mobile marketing needs and preferences
• Escalate issues when and where necessary
• Determine requirements by working with customers
• Answer inquiries by clarifying desired information; researching, locating, and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfil requests by clarifying desired information; completing transactions; forwarding requests.
• Sell additional services by recognizing opportunities to up-sell or cross-sell product and services; explaining new features.
• Maintain call centre database by entering information.
• Keep equipment operational by following established procedures; reporting malfunctions.
• Update job knowledge by participating in educational opportunities both in-house and off-site
• Enhance organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Maintain stipulated call centre KPI

Success Criteria:
The Contact Centre Professional is measured regularly against the standard Contact Centre KPIs. Success criteria include:

• Meeting and exceeding client expectation assessed through regular client feedback
• First contact resolution percentage
• High call quality as measured against the company standards
• The Primary criteria for success is the ability to achieve an average of ninety percent rating in customer satisfaction at the end of each month.

Qualifications/Requirements

• Minimum of OND qualification
• Minimum of 2 years call centre experience

Skills and Knowledge:

• Must be able to talk, think and type at the same time
• Must be able to pay attention to details
• Must be able to touch-type and attain a minimum of 40 words per minute
• Must be proficient in use of computer especially MS office packages
• Must have good command of English Language
• Dynamic and enthusiastic person with good written and verbal communication skills
• Persuasion and Influencing skills, strong negotiating skills
• Good work organization, time management skills and ability to work under pressure
• Ability to work quickly, methodically and accurately
• Sound interpersonal skills
• Ability to work as part of a team
• Self-motivated, delivers quality work and is proactive
• Result driven as this is a high-performance, output environment
• Ability to work to targets
• Ability to self-manage and self-motivate- must be a self-starter and work with minimal supervision.

Job Title: Web Content Developer/Content Editor

Location: Abuja

Job Descriptions

• The Content Marketing unit, headed by the Director of Content, functions under the Customer Service Department headed by the Chief Customer Officer.
• The goal of the Content Marketing unit is to create, strengthen and propagate HoRLaR I.T. Solutions' content marketing programmes by creating and distributing valuable, relevant and consistent content to attract and acquire targeted HoRLaR I.T. Solutions targeted audience.
• The Content Marketing Unit also drive the content creation culture of the firm.
• The Web Content Developer/Content Editor oversees all marketing content initiatives, both internal and external, across multiple platforms and formats to drive sales, engagement, retention, leads and positive customer behaviour.
• This individual is an expert in all things related to content and channel optimization, brand consistency, segmentation and localization, analytics and meaningful measurement.
• The position collaborates with the departments of public relations, communications, marketing, customer service, IT and human resources to help define both the brand story and the story as interpreted by the customer.

Essential Job Functions

• Create, develop and manage content for the organization's web presence (requires working with content management software)
• Meet the required number of articles per week, average article ratings and content participation
• Respond to comments to the posted contents
• Producing new content and writing it in an interesting and appealing manner
• Sourcing images and artwork, and commissioning photographers
• Liaising with clients or internal departments
• Coordinate web projects across departments
• Maintain a consistent look and feel throughout all web properties
• Working with a cross-departmental team, maintain and develop the master content calendar for all web properties
• Copy, edit and proofread all web content
• Oversee freelancers, including writers, copy editors and community outreach organizers
• Work with Google Analytics and Webmaster to gather and analyse web metrics
• Drive and maintain content marketing culture across the firm
• Providing feedback to other contributors, and editing other writers' content.
• Optimizing content for search engines and lead generation.
• Growing blog subscribers and expanding the overall blog's reach.
• Creation of a strategy for developing SMS/MMS outreach and advertising, apps, etc. as needed.

Success Criteria The Web Content Developer/Content Editor is measured on the continual improvement of customer nurturing and retention through storytelling, as well as the increase in new prospects into the enterprise through the consistent development and deployment of content to each person and group. Success criteria include:

• Positive brand recognition and consistency across chosen published channels.
• An increase in defined customer engagement metrics (measured by users taking the desired action...i.e. conversions, subscription, purchase, etc.).
• Website and social media traffic growth.
• Conversion metrics definition and growth.
• Social media positive sentiment metrics.
• Customer feedback and survey data.
• Increases in key search engine keyword rankings.
• A decrease in sales/buying cycles.
• Clearly defining content distribution during particular stages of the buying cycle (lead nurturing).
• Identifying up-sell and cross-sell opportunities through content analysis, and deploying content assets for higher conversion rates.
• Primary criteria for success are customer and employee affinity. Success is measured around lifetime customer value, customer satisfaction, and employee advocacy.

Skills and Knowledge

• Ability to tell great story
• Proven editorial skills.
• The ability to lead and inspire large teams of creative personnel and content creators to achieve company's stated goals.
• Skill at both long-form content creation and real-time (immediate) content creation and distribution strategies and tactics.
• The ability to think like an educator, intuitively understanding what the audience needs to know and how they want to consume it.
• Clear articulation of the business goal behind the creation of a piece (or series) of content.
• Leadership skills required to define and manage a set of goals involving diverse contributors and content types
• Project management skills to manage editorial schedules and deadlines within corporate and ongoing campaigns. Ability to work in a 24 hour project cycle-utilizing teams or contractors in other countries.
• Familiarity with principles of marketing (and the ability to adapt or ignore them as dictated by data).
• Incredible people skills.
• Basic technical understanding of HTML, XHTML, CSS, Javascript, web publishing, etc.
• Fluency in web analytics tools (Adobe Omniture, Google Analytics), social media marketing applications (HootSuite, Tweetdeck, etc.) and leading social media monitoring platforms (Radian6, etc.).
• A willingness to embrace change and to adapt strategies on the fly.
• Great powers of persuasion and presentation (Visio, PowerPoint)
• Experience creating a resource or library of content organized indicating SEO, translations and version control.
• Needs to be continually learning the latest platforms, technology tools and marketing solutions through partnerships.
• Able to screen out sales pitches and look for the relevant brand and customer story.
• Comfortable with acting as the company's spokes man and advocate via media appearances, interviews, sales calls, trade shows, etc.

Qualification/Requirements

• Two (2) years' experience in Content Marketing
• Bachelor's Degree in Journalism, Marketing, English or other related field.
• Search Engine Optimization experience
• Excellent written and verbal skills in English

Job Title: Graphic Designer

Location: Abuja

Job Description

• The Graphics & Multimedia unit, headed by the Creative Director, functions under the department of Content Marketing headed by the Director of Content.The goal of the Graphics & Multimedia unit is to translate the firms marketing and brand strategies into comps that render beautifully in print and on the web.
• The Graphic Designer is responsible for providing visual solutions to the marketing and communication needs of the firm using a mix of creative skills and commercial awareness. He is expected to deliver quality visuals with the aim of creating increased client engagement.
• The position collaborates with the marketers, customer service professionals, photographers, copy-writers, IT professionals and human resources to help define and deliver graphic ideas for both print and web.

Essential Job Function:

• Meet with relevant departments to discuss their graphic needs and objectives
• Prioritize graphic need across the firm
• Work with different departments to deliver the organizational multimedia goals and targets
• Thinking creatively to produce new ideas and concepts
• Using innovation to redefine a design brief within the constraints of cost and time
• Contributing ideas and design artwork to the overall brief
• Demonstrating illustrative skills with rough sketches
• keeping abreast of emerging technologies in new media, particularly design programs such as InDesign, QuarkXPress, FreeHand, Illustrator, Photoshop, 3ds Max, Acrobat, Director, Dreamweaver, etc.
• Commissioning illustrators and photographers;
• Working as part of a team with printers, copywriters, photographers, stylists, illustrators, other designers, account executives, web developers and marketing specialists.
• Prepare illustrations or rough sketches of material, discussing them with clients and/or supervisors and making necessary changes.
• Study illustrations and photographs to plan presentation of materials, products, or services.
• Review final layouts and suggest improvements as needed.
• Produce still and animated graphics for on-air and taped portions of television news broadcasts, using electronic video equipment
• Help to further evolve HoRLaR I.T Solutions’ brand and creative direction

Success Criteria:

• The Graphic Designer is measured on the continual improvement of metrics of clients’ reaction the graphics in the content marketing assets, social media and print. Success criteria include:
• Positive brand recognition and consistency across chosen published channels (web & print).
• An increase in defined customer engagement metrics(measured by users taking the desired action...i.e. conversions, subscription, purchase, etc.).
• Website and social media traffic growth.
• Conversion metrics definition and growth.
• Social media positive sentiment metrics.
• Customer feedback and survey data.

Qualifications/Requirement

• Two (2) years’Graphics Design experience
• An exceptional and practical knowledge of Adobe Photoshop, Adobe InDesign, Adobe Illustrator, CorelDraw etc.
• A minimum of OND

Skills and Knowledge:

• Good knowledge of adobe products such as Photoshop, Illustrator, InDesign, etc and their open-source alternatives
• Excellent understanding and application of typography
• Ability to demonstrate excellence understanding and application of color and color theory
• Basic understanding of web design ie HTLM5, CSS and JavaScript
• Know how to layout designs to optimize for sales conversion
• Thinking creatively to produce new ideas and concepts
• Knowledge of e-learning Design with authoring tool such as articulate storyline, Adobe captivate, Adobe presenter and lectora.
• Project management skills to manage editorial schedules and deadlines within corporate and ongoing campaigns.
• Ability to work in a 24 hour project cycle-utilizing team members.
• Incredible people skills.
• Good knowledge of branding.
• Good communication skill.
• A willingness to embrace change and to adapt strategies on the fly.
• Great powers of persuasion and presentation (Visio, PowerPoint)
• Needs to be continually learning the latest platforms, technology tools and marketing solutions through partnerships.
• A good team player; and effective stakeholder and project manager
• Professional discipline, the ability to express creative ideas and a keen attention to detail
• An idea-oriented critical thinker with a proactive and dynamic approach; and a determination to succeed.
• Comfortable with acting as the company's spokesman and advocate via media appearances,interviews, sales calls, trade shows, etc.

Job Title: Web Application Developer

Location: Abuja

Job Description

• The Application Development unit functions under the I.T. department headed by the Chief Information Officer (CIO).The goal of the Application Development unit is to continually review and update current web, mobile and desktop infrastructure, develop new applications as needed by the firm and align the firm’s goals with its information technology needs.
• The Web Application Developer plans, designs, codes, debugs and hacks new and existing web applications for the firm. He also takes responsibility of the full cycle project leadership including application architecture, design input, application layout/user interface, database design/programming, and the client-side with the server-side coding.
• The position collaborates with the following department to get full dynamics of the organisational I.T. needs: Customer Service, Marketing, Sales, H.R. and Routing & Termination.

Essential Job Function:

• Responsible for supporting the firm’s Information Systems by rewriting the applications, adding new feature and developing entirely new systems as the need arises.
• Develop new web applications as identified by clients and management through packaged and customized applications.
• Maintain and enhance existing web applications and all internal systems are integrated.
• Perform complete testing of web applications unit and system, engaging users as necessary.
• Conduct all user acceptances testing, and report results.
• Design and implement user-driven templates, databases and interfaces for ease of use.
• Develop database-driven web interfaces for rapid, real-time information sharing.
• To maintain the organization’s corporate website ensuring strong functionality and optimization
• Identification of opportunities for scalability and improvement
• Engagement in web application development and improvement life-cycle

Success Criteria:
The Web Application Developer is measured on the continual improvement of the firm’s I.T. web infrastructure determine by clients’ response ratings in terms of usability, applicability and relevance. Success criteria include:

• Steady increase in the firm’s competitive web based products and services
• Resultant increase in client engagement measured by web site traffic, time on site, reduced conversion window and increased sales.
• Increase in number automated processes resulting less overhead to the firm
• Primary criteria for success are ability to meet the firm’s demand for new products and services, web application improvements and actualize the firm’s goals

Qualifications/Requirements

• Minimum of two (2) years’ experience in Web Application Development
• Experience in Object Oriented Programming

Skills and Knowledge:

• Demonstrate experience building real online applications in a LAMP environment
• Ability to develop enterprise applications with PHP through Object Oriented Programming
• Deep expertise and hands on experience with web Applications and programming languages such as HTML, CSS, JavaScript, JQuery and API's.
• Deep functional knowledge or hands on design experience with Web Services (REST, SOAP, etc.)
• Ability to develop scalable applications using OOP
• Ability to hack web applications thus demonstrating deep understanding of web application security
• Ability to develop web applications for common CMS such as Joomla, WordPress and Drupal
• Experience in planning and delivering software platforms used across multiple products and organizational units.

Job Title: Podcaster

Location: Abuja

Job Description
The Podcast Producer is part of the Content Marketing team, headed by the Content Manager.
The position collaborates with the following department to achieve its corporate goals and objectives: Telemarketing, Customer Service, Sales, H.R. and Strategic Planning.

Responsibilities

• Entirely responsible for planning, producing, launching and publicizing HoRLaR IT Solutions' podcast channel
• Develop the annual podcast strategy
• Plan podcast episodes and smoothly execute each episodes
• Determine, source and vet guests when required
• Working with our host to decide on each show's topic
• Coordinating with guests ahead of the show
• Writing and developing marketing ads
• Analysing data to gauge listener's interest in topics and guests
• Organizing listener emails and voicemail comments and questions
• Leverage SEO and podcast optimization to generate new listeners

Requirements

• Podcasting experience
• Having a personal podcast channel will be an added advantage

Skills:

• Ability to manage complex project
• Cognate experience in podcasting.
• Ability to tackle challenging problem without supervision
• Excellent on air persona
• Ability to command attention and communicate with large audiences
• Extremely organized and proactive

How to Apply
Interested and qualified candidates should send their applications and CV's to: [email protected]

Note: Interested applicants for this position MUST follow the following instructions, or the application will not be considered:

• The document should be submitted as an attachment in PDF or MS Word format
• Contact Centre Professionals should be used as the subject line of the email
• Submit one application
• Only electronic applications will be accepted

Application Deadline 27th March, 2015