Technical Operations Adviser

3 months ago


القاهرة, Egypt Orange Business Full time

**votre rôle**:

- Soutien à froid et à chaud
- Assurer un accompagnement et un soutien de proximité auprès des équipes opérationnelles et contribuer au traitement des cas complexes en coordonnant éventuellement différents interlocuteurs sur l’ensemble du parcours client
- Détecter les difficultés ou dysfonctionnements récurrents, en les analysant et en initialisant les actions d’amélioration
- Définir et décliner les actions d'accompagnement métier de manière individuelle ou collective (compétences SI, processus, technologies, posture relationnelle, etc.) en collaboration avec le manager.
- Contribuer à l'animation des équipes transversales, telles que des groupes ad-hoc ou des task forces, pour faciliter le traitement des sujets d'amélioration identifiés et soutenir l'implémentation efficace des solutions.
- Vous jouez un rôle clé en tant que partenaire privilégié d'un métier spécifique en coopération avec les managers opérationnels dans le but de permettre un niveau de performance adéquat et constant des équipes ; à ce titre, vous aidez à l’analyse des indicateurs, être force de proposition, et piloter la bonne mise en œuvre des actions.
- Formation
- Concevoir et dispenser des formations en mettant en œuvre les moyens pédagogiques les plus adaptés.
- Intégrer les nouveaux usages et outils digitaux dans les formations (méthodes agiles, Klaxoon, quizz...).
- Contribuer à la digitalisation des formations qui seront proposées en eLearning.
- Faire du coaching auprès des collaborateurs sur des points identifiés.
- Contribuer à l’évaluation et à la montée en compétences des opérationnels, et au suivi vers les managers.
- Contribution à des projets (Direction métier, opérationnels )
- Participer à la boucle d'amélioration continue des processus et systèmes d’information, en interface entre les équipes opérationnelles et les directions métiers/SI et contribuer globalement à la capitalisation en partageant les résultats avec ses pairs
- Faciliter la communication et la collaboration entre les équipes opérationnelles et les autres parties prenantes, en veillant à maximiser l'efficacité et la performance.

**votre profil**:
Un poste clé au cœur des activités du département Soutien Métier
- Connaître les processus, outils et pratiques de l’écosystème « Service Clients »
- Savoir communiquer avec pédagogie
- Apporter une contribution dans le diagnostic de cas complexes
- Être force de proposition
- Coopérer et savoir travailler en transverse
- Savoir accompagner le changement
- Maitriser les outils digitaux
- Français lu et écrit obligatoire

**le plus de l'offre**:
N/A

**entité**:
Global Delivery & Operations
- Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business

**contrat**:
CDI



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