Orange recrute 01 Senior Operations Manager
orange
Cairo,Egypte
Informatiques, Télécommunications
Senior Operations Manager
Ref : 559749 | 03 déc. 2020
Date limite de candidature : 15 déc. 2020
Egypt Cairo – EgypteLeaflet
Votre rôleManage and develop resources and team members to perform efficiently and effectively.
Monitor and measure the KPI of the team and ensure the resolution of all incidents as per the agreed SLA with the customer
Act as an escalation point in the incident management cycle
Participate in 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.
Contribute to the ESC Service Desk process & procedure improvements” to increase the
Team’s productivity and lower the number of incoming escalations within his/her team.
Schedule staff training, leaves requests, rosters and fulfill overall staff administrative requirements.
Undertakes other similar or related tasks as signed by ESC Service Desk Management
Votre profilLeadership and Coaching Skills
Interpersonal and Conflict management skills
Time Management skills
Self Motivated
Ability to deal with different cultures and behaviours
Decision-Making skills
Business and Report Writing
Presentation Skills
Strong Analytical skills
Excellent customer service skills
Fluent in both spoken and written English (French is a plus)
Solid knowledge on the network and IT services and technologies.
Excellent knowledge of Orange services portfolio and IT systems
Le plus de l’offreProfessional Experience :
4+ years in Telecommunications industry or customer service environment preferably with some
Exposure in team leadership role
Voice CCA and Contact center knowledge
ITIL knowledge -certification is a plus
Project Management knowledge – certification is a plus
EntitéCustomer Services & Operations
ContratCDIPOSTULER