Senior Operations Manager
ref : 553346 | 14 mai 2019
date limite de candidature : 12 août 2019
CityStars, Cairo, Égypte - Egypte
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
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 (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
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
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