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
Recruit 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 requirements.
Undertakes other similar or related tasks as signed by ESC Service Desk
Management
5+ years in Telecommunications industry or customer service environment
preferably with some exposure in team leadership role
Leadership and Coaching Skills
Interpersonal and Conflict management skills
Time Management skills
Self Motivated
Ability to deal with different cultures and behaviours
Decision-Making skills
Business and Report Writing
Presentation Skills
Strong Analytical skills
Excellent customer service skills
Technical hands on experience in the UC & security domain is a plus
Fluent in both spoken and written English (French is a plus)
Solid knowledge on the network, UC, security and IT services and technologies.
Excellent knowledge of Orange services portfolio and IT systems
ITIL knowledge -certification is a plus
Awareness about Project Management, Six Sigma and agility concepts is a plus
previous team management exposure is a plus
Customer Services & Operations
Regular
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 c…
Company Overview: DiDi Global Inc. is the world's leading mobility technology platform. It offers a wide range of app-based services across markets including Asia- Pacific, Latin America and Africa, including ride hailing, taxi hailing, chauffeur, hitch and other forms of shared mobility as well as…
Job Role / Function **Customer Service** Years of Experience **Unspecified** Career Level **Manager** Gender **Unspecified** Expiry date **30 Nov 2022** Job Description * Minimum 15 years of BPO experience * Proven working experience as a Customer Service Manager for at least 6 * years. * E…
Job Title: Senior Manager Operations Job Description **Principal Duties and Responsibilities:** * Leading a team of Operational Managers to perform in all aspects of the outsource / call center environment including (but not limited to): Workforce, Quality, Hiring, HR, Training, Operational perf…
Requirements: * Excellent leadership, people management, communication and influencing skills at a senior level * Minimum Experience of 10 years working in an Outsourcing or BPO operations management * Experienced in managing large multi-site /Multi skilled contact centers * Ability to buil…
Eligibility Requirements: Basic qualifications * Bachelor's degree or equivalent. * Direct experience managing and leading an operation * Experience with performance metrics, process improvement and Lean techniques. * Excellent communicator, in fluent written and spoken English, with…
Job Title: Senior Operations Manager for Contact Center Job Description 1 Year Experience as Operations Manager is a Must Technical Support Experience is a Must * * Maintain and grow revenue of program(s); responsible for profitability including revenue, margins, billing, seat utilization a…
Company Description ** Informa PLC is a leading international events, intelligence and scholarly research group.** Our purpose is to champion the specialist. Through hundreds of powerful brands we work with businesses and professionals in specialist markets, providing the connections, intelligen…
Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we …
At Careem we are led by a powerful purpose to simplify and improve lives in the Middle East, North Africa and Pakistan. We're pioneering the development of innovative services to aid the mobility of people, the mobility of things and the mobility of money. We're in the driving seat as we help to de…