Operations Manager

ref : 555683 | 02 oct. 2019

date limite de candidature : 31 déc. 2019

Moka Road, Rose Hill, Mauritius - Ile Maurice

votre rôle

1.1 The Mission

The Team Leader  is accountable to manage and lead  operational team for DEF delivery activity  for DEF  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 Main responsibilities and Required Skills

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

votre profil

Bilingual – English & French written and spoken

IT Proficient: MS Office Software Suite: Word, Excel, Outlook,VB/SQL scripting



Knowledge Management Systems

Process and Standards

CallDesk Organisation

Customer Relationship Management

le plus de l'offre

Minimum: Degree in IT or Telecommunications

ITIL V3 Foundation



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 MU-2019

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