ref : 553571 | 26 avr. 2019
date limite de candidature : 25 juil. 2019
Moka Road, Rose Hill, Mauritius - Ile Maurice
1.1 The Mission
The Team Leader is accountable to manage and lead operational team of VPO’s activity for Carrefour customer and contributing to the group vision for outstanding customer experience in the customer sevice delivery,
The scope of the activities may be widened depending on future business eveolution.
1.2.1 Team Leadership and Coaching
Create an environment orientated to trust, open communication, creative thinking & cohesive team effort.
Motivate & inspire team members
Lead by setting a good example (role model) – behaviour consistent with words
Facilitate problem solving & collaboration
Maintain healthy group dynamics.
Intervene when necessary to aid the group in resolving issues.
Support new team members in working through induction programme, ensure that they have the necessary knowledge to effectively participate on the team.
Recognise & celebrate team & individual accomplishments & exceptional performance
Contribute to staff appraisals & performance
Be a key player to inculcate orange values within the team,..
1.2.2 Team Management:-
Provide team leadership on day to day activities to support team to meet milestones and deliverables on support activities.
Ensure appropriate staffing levels are maintained to maintain the quality of service
Effective leaves management , organising necessary cover on a day to day basis.
Familiarize the team with clients needs and ensure the team address all relevant areas of customer support within their individual sphere of employment.
Organise & facilitate regular staff meetings.
Provide necessary organisational information to staff team.
Conduct employee performance reviews in accordance with company policy.
Conduct debriefs and weekly meetings with team and participate actively in Lob meetings.
Participate actively in new projects implementation and deployment
Development of staff to ensure skills levels match both current and future operational and customer requirements.
Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (call and case audits) and provide a continuous service improvement
Responsibility to ensure adherence to company policy procedures & processes
Work closely with the Manager, to ensure that each area¿s needs and concerns are captured and represented appropriately and discuss improvement actions required
1.2.3 Operational Management:-
Attend regular meetings as directed by management.
Maintain overview of daily records, incident logs & shift planners.
Monitor all key worker records & support individual key workers to develop positive working relationships with clients.
Keep the management team informed of accomplishments & ongoing issues, participate in achieving resolutions to identified issues.
Facilitate positive working relationships with GBOs and other stakeholers local or internationaaly
To act in the best interests of the organisation & those for who it provides care.
Maintain quality & standards of the organisation in all areas of provision.:
To ensure the restoration of normal operational service with minimal business impact on the Customer within agreed service levels agreements and business priorities
Monitor & Close follow-up of activity by ensuring calls are answered in a timely manner, minimise abandoned calls, maximise ‘once and done’, enhance customer satisfaction.
Monitor & Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.
First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.
Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
Ensure integrity of data in reports and dashboard
Implementation of strategies (company’s, higher management and own), and processes to ensure employee satisfaction.
Team roster and transport planning
Knowledge Management Systems
Process and Standards
Customer Relationship Management
Good communication skills
Excellent customer facing skills are required
Good time management, and organisational skills
Team work, uses a team approach to solve problem when appropriate.
A determination to process tasks according to pre-defined processes is essential.
Ability to build relationships with peers and management levels and customers.
Proactive, self motivated and determined attitude.
Flexibility in terms of working hours.
Ability to work under pressure & multi-task, using a team approach to solve problem when appropriate
Results orientated, and problem solving skills.
Need a willingness to learn and expand knowledge
Troubleshooting and incident resolution
le plus de l'offre
Minimum: Degree in IT or Telecommunications, ITIL V3 Foundation, PMI, CCNA, CCNP
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.
Orange Business Services
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