Team Leader
3 days ago
**Responsibilities**
- Act as level 1 escalation and engage crises management process if needed on that level.
- Work with management on team training plan.
- Work with management on service acceptance.
- Work with management on incident auditing for team members.
- Work on preparing Rosters for the team and handle changes through the month.
- Ensure incidents are allocated to the most appropriate next step as part of the incident flow process and perform technical escalations in line with company procedures.
- Liaise and refer issues to correct/relevant resolution entities and other vendors as appropriate.
- Build relationships with peer and management levels.
- Follow up on the team KPIs analysis and communicate to the team members ways to improve it.
- Follow up on chronic and complex problems/incidents and drive those incidents for quick and efficient solution.
- Determination to process tasks according to predefined processes, ensure awareness & follow up among the team members is essential.
- Provide technical assistance to the customer service management organization for the creation of the Root Cause analysis (RCA).
- Lead communication in complex situations with internal and external stakeholders.
- Undertake any other reasonable task assigned by management
**about you**:
- Excellent communication (oral and written), interpersonal, organizational and presentation skills.
- Flexibility during, public holidays and weekends.
- Undertake any other reasonable task assigned by management.
- People management skills.
- Fluent in English.
- Good consulting and problem-solving skills
- Able to work independently and efficiently to meet deadlines.
- Prompt, responsive, responsible and friendly approach to customer problems.
- Able to understand complex Customer infrastructure and good understanding of Services proposed by Orange.
- Excellent customer skills and focus are required.
- Ability to work under pressure and multitasking skills are required.
- General knowledge of the technologies the team supporting.
- Will perform as a mentor, leading/ coordinating/ managing a number of individuals in support of management
- Provide day-to-day guidance and mentoring to new and existing staff.
**additional information**:
**Educational background and Professional Experience**:
- Bachelor Degree in Telecommunication Engineering, or Computer science (or other equivalent and related degree).
- Solid virtual team management experience.
- Good level of practiced technical knowledge.
**department**:Customer Services & Operations
**contract**:Regular
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