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Operations Manager - Network Access Desk

ref : 554161 | 29 mai 2019

date limite de candidature : 27 août 2019

Moka Road, Rose Hill, Mauritius - Ile Maurice

votre rôle

Managing a team of Network Engineers whose core duty is incident management – after sales service and Customer care service for the French B to B market for voice over IP services products & ADSL  technology among others:

Responsible for the day to day running of the operation

Ensure KPI’s are met - Conduct proactive audit to meet customer satisfaction with improvement plan

Manage customer escalations

Review of tickets where SLA has been bridged and take remedial / corrective actions

Analysis of customer survey/verbatim and take remedial actions to restore customer satisfaction

Ensured delivery of outstanding customer satisfaction

Reporting and analysis of  key performance indicators to ensure that SLA and customer expectations are met /Proactively identified and resolved problems that can potentially risk the quality of service

Interlocks with stakeholders within IBO & FBO

Identify training needs of new and existing staff based on gap identified

Process and resource optimization (Kaizen)

Participate actively in new projects implementation and deployment

People Management

Performance Management

Increased autonomy of team members


votre profil

Degree in Computer Science, Applications or Electronics

ITIL

Project Management principles / knowledge

Customer centric and orientation

Proven experience as Team Lead is an advantage


le plus de l'offre

1


entité

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.


contrat

CDI

Orange Business Services

top employer MU-2019

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