Senior Operations Manager

؜ - ؜Cairo ؜ -

Job details

Leading a high performance service desk team responsible to provide Level ‎1
support for all the services acquired by the customer, in order to achieve
customer satisfaction and quality targets (SLAs) while keeping operation costs
within budget.
¤ Supervision of the customer support team to ensure compliance to performance
targets (KPIs) and overall customer satisfaction.
¤ 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.
¤ Schedule team training; leave requests, rostering, and overall staffing
requirements.
¤ Responsibility for ensuring adherence to company policy, process &
procedures.
¤ Review of all necessary reporting to ensure the team meets operational,
Performance Measurements and customer support targets. Daily review of primary
KPI reporting.
¤ Ensure all faults/inquiries are logged and processed in the most efficient
process.
¤ Point of escalation for other entities for the implementation of the
solution to the customer problem within the defined time frames.
¤ Work to excel for customer service and to focus on customer satisfaction
¤ Implementation of the required strategies to ensure ongoing high levels of
Customer Satisfaction through regular reviews defined ownership and continuous
service improvement.
¤ Implementation of strategies and processes to ensure employee satisfaction
and motivation
¤ To provide hands on support of calls and cases if demand exceeds associate
resources available.
¤ Represent the department if required at customer meetings and service
reviews.
¤ Conduct management/staff performance reviews in accordance with company
policy.
¤ Develop interlocks between his/her team and the rest of Service Operations
teams
¤ Develop team targets.
¤ Contribute to the "Service Operation process & procedure improvements" to
increase the team's productivity and lower the number of incoming escalations
within his/her team
¤ Putting plans to ensure staff motivation and decrease attrition rate.
¤ Develop interlocks with other Incident Management teams in other MSCs.
¤ Other administrative tasks as per job requirements.
¤ Assisting staff in identifying their career path.
¤ On Call avaialabilty during OBH.
¤ Undertakes other similar or related tasks as signed by head of department.


about you


¤ 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.
¤ Results oriented.
¤ Exemplary people and change 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 & Coaching skills
¤ Business & Report Writing
¤ Strong Analytical skills
¤ Interviewing Skills
¤ Excellent Problem solving and investigation capabilities
¤ Fluent in both spoken and written English
¤ Solid knowledge on the following technologies: WAN/LAN/WLAN/SD-WAN-Meraki &
Lync & Webex & Zscaler & Riverbed & Palo Alto
¤ Excellent knowledge of Orange services portfolio and IT systems
¤ Excellent knowledge of the Service Operation processes and organization


**additional information


**


department


Customer Services & Operations


contract


Regular

Job Summary

  • Advertiser: Orange
  • Announcement date: 06/05/2022
  • Type of employment: -
  • Experience level: -
  • Educational level: -
  • Job location: Cairo
  • Salary: -
  • Phone number: -

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