Head of UC CM&RM
Ref : 553906 | 16 mai 2019
Date limite de candidature : 13 juin 2019
CityStars, Cairo, Égypte – Egypte
Les commerciaux Orange Business Services équipés de tablettes
ESC Transversal operations is responsible to perform release& change management activities for fully managed/Shared IPT UC services & solutions.
This position is for Mangment position for the team with duties below:
Manage and develop resources and team members to perform efficiently and effectively.
Monitor and measure the KPI of the team.
Act as escalation point for the Team activity.
Manage the recruitment of team members.
Manage the service improvement plan related to the team.
Represents the team in the customer meeting & service reviews.
Ensure that all processes, procedures and troubleshooting guidelines are documented and well maintained.
Provide statistical reporting to management with a trend analysis for the team’s productivity.
Define clear SMART goals, objectives and career development plans to all team members, and carry responsibility for the team performance management.
Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.
Communicates and solve concerns and local policies among management and team members.
Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
Undertakes other similar or related tasks as signed by departmental management.
5-6 years management experience
Leadership and Coaching Skills.
Interpersonal and Conflict management skills.
Time Management skills.
Ability to deal with different cultures and behaviours.
Business and Report Writing.
Strong Analytical skills.
Excellent customer service skills.
Fluent in both spoken and written English
Solid knowledge on UC ESC technologies
Excellent knowledge of Orange process and experience in ESC.
Bachelor of Science in Communications/Computer Science or equivalent.
Management diploma is a plus
ITIL experience and certifcation
Le plus de l’offre
Customer Services & Operations
Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.