Jobs in Egypt - Senior Operations Manager at Orange

Senior Operations Manager at Orange

Location: Nasr City

Job Description:

¤ 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.

Job Requirements:

Technical Knowledge/ Skills/ Training required:

¤ 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

        To Apply:
https://orange.jobs/jobs/offer.do?joid=84319&lang=en

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