Senior Operations Manager

ref : 553346 | 14 mai 2019

date limite de candidature : 12 août 2019

CityStars, Cairo, Égypte - Egypte

votre rôle

Manage 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


Undertakes other similar or related tasks as signed by  ESC Service Desk Management

votre profil

Leadership 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'offre

Professional Experience:

3+ years in Telecommunications industry or customer service environment preferably with some

exposure in team leadership  role


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

top employer EG-2019

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