Senior Operations Manager

3 weeks ago


مصر, Egypt Orange Business Services Full time

**About the role**:
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

**About you**:
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

**Additional information**:
Previous team management exposure is a plus

**Department**:
Customer Services & Operations

**Contract**:
Regular



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