CSM Team Manager
ref :583792 | 12 May 2025
apply before : 10 Aug 2025
- CityStars, Cairo, Égypte - Egypt
about the role
• Overall productivity & profitability of the CSM team
• The CSM resource sizing for new business opportunities
• The pricing and costing of CSM resources in Egypt
• Ensuring all Open SIPs are followed up with and meeting the GPO targets for SIP updating and follow-up
• Ensuring all trainings needed by CSM from service perspective are delivered
• Ensuing the account allocation is done fairly between different CSMs
• Involvement in high level escalations in case of customer business impact (3rd level of escalation after CSM involvement)
• Involvement in escalations addressing CSM performance and delivery
• Ensuring all needed ITIL intermediate level trainings and certifications are acquired as required
• Handling incoming business resulting from cost optimization projects
• Overall supervision of the CSM functions
• Ensure CSM KPIs and CSAT are achieved and on target
• Attend Monthly meetings with different regional CSM heads
• Attend meeting with GPO to be aware with latest updates about Process and cascade the information to the team
• Conduct employee performance reviews in accordance with company policy.
• Ensure staff engagement and motivation all the time
• Development of staff to ensure skills levels match both current and future operational and customer requirements.
• Responsible for hiring and conducting interviews
• Responsibility for ensuring adherence to company policy, process & procedures.
• Other administrative tasks as per job requirements.
• Assisting staff in identifying their career path.
• In addition to normal CSM duties:
o To have overall accountability for the Quality of solutions provided to Customers
o To be the customers' primary point of contact within Orange Business Services, for all Service related issues
o Have awareness of overall and service management profitability of their customers
o To proactively identify existing Customer needs, and opportunities to grow the customers' relationship with Orange
o Involve in Service Improvement Program (including assistance in handling chronic incidents and incorporating necessary actions from the root cause analysis into the SIP).
o Ensure customers' issues are managed and resolved in a timely manner
o Accountable for preparation and delivery for customers reports
o Ensure customers have full visibility of anticipated service interruptions so as to proactively inform their end-users in advance
o Provides capacity analysis, forecasts and recommendations
o Reviews any internal root cause analysis (RCA) applicable to their customers and generate customer-facing RCA to be communicated to customers
o Responsible for data integrity of customer information in all systems/tools
o Provides customer with up-to-date documentation
about you
- Degree level or equivalent (Business or Science Degree); ITIL certification
- Possess 8 years of experience, preferably in a customer support in the telecommunication industry
- Excellent customer service skills.
- Outstanding Interpersonal and communication skills.
- Excellent time management, and organizational skills.
- Ability to work under pressure and deal with multiple tasks.
- Creativity and problem-solving aptitude.
- Excellent decision making skills
- Excellent Managerial and leadership skills
- Presentation skills.
- Result oriented.
- Exemplary people and change management skills.
- Project management skills.
- Hands-on experience in Performance review, evaluation, putting development plans, and motivating team players is preferable.
- Team Building Skills
- Conflict Resolution
- Ability to deal with different cultures and behaviours
- Decision-Making techniques
- Delegation Skills
- Coaching skills
- Business and Report Writing
- Strong Analytical skills
- Interviewing Skills
- Excellent Problem solving and investigation capabilities
- Fluent in both spoken and written English
additional information
You have unique experiences, skills and passions. Why not bring them all to Orange?
Here, you can experience a rich, rewarding career and lifestyle that will surprise you with its breadth and potential. Imagine the excitement and satisfaction of what you can do where you can go, and the difference you can make here at Orange.
We value our employees through various recognition programs at country and region and global level. One such program is Orange Stars Bravo which is designed to reward individual achievements that are contributing to building our company's internal culture and bringing it to life.
department
Global Delivery & Operations
Orange Business 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
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
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