about the role
Tasks and Responsibilities:
Lead by example, motivate and manage the Incident/Monitoring Management team (Customer Technical Support) comprising of analysts and specialists, to ensure compliance to KPI’s and customer satisfaction.
To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels agreements and business priorities
Close follow-up of activity by ensuring calls are answered in a timely manner, minimise abandonned calls, maximise ‘once and done’, enhance customer satisfaction.
Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.
First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.
Development of staff to ensure skills levels match both current and future operational and customer requirements.
Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (call and case audits) and provide a continuous service improvement
Responsibility to ensure adherence to company policy procedures & processes
Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance
Implementation of strategies (company’s, higher management and own), and processes to ensure employee satisfaction.
Conduct employee performance reviews in accordance with company policy.
Conduct debriefs and weekly meetings with team and participate actively in Lob meetings.
Participate actively in new projects implementation and deployment
Skills and Abilities
Ability to build relationships with peers and management levels both with clients and the company management
Excellent manager with the ability to lead a team of analysts and specialists
Excellent customer service skills.
Excellent verbal and written communications skills (English & French)
Must have excellent inter personal and presentation skills
Exemplary time management, organisational and planning skills
Ability to work under pressure and to deal with multiple tasks
Ability to own problems and see things through resolution
Confident in various MS Office Applications (Word / Excel / PowerPoint / Visio)
Degree in Telecommunications / Electronic / Communications / Computer Science and / or equivalent experience
Master Degree or managerial degree would be an advantage.
Experience & Specialist Knowledge
Minimum of 2 years supervisory/managerial experience of a technical team in a customer service environment.
Expertise in Service Desk management would be a definite advantage
Sound knowledge of Networking
Troubleshooting and analytic skills a must
Knowledge of Office (word, excel, powerpoint) tools a must Minimum of 2 years supervisory/managerial experience of a technical team in a customer service environment. Internal CTS candidates with more than 2 years experience are eligible as well.
Proficient in English & French
Good technical knowledge and capable of learning new technologies and applications
Dynamic, flexible and available 24 x7
Customer Services & Operations
Orange Business Services 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.
Supply Chain Management