Leadership and coaching
Provide day-to-day guidance and mentoring to new and existing staff.
Follow up on the team KPIs ensure meeting the targets.
Act as management escalation point for the business users and ensures that SLA target / KPIs are met.
Delegate tasks and set deadlines.
Discover , gather and request training needs for team members
2- Monitoring and Auditing
Review escalated / major incidents ensuring customer satisfaction.
Identify areas of improvement within the team or interlocks & propose / create improvement plan.
Contribute with the management in team members’ performance review preparation.
Interact with Business Users on regular intervals and, based on the experience, participate and promote the improvement of the processes.
3- New Joiners Process
Participate with the management in the hiring process of two different teams (20+ members).
Create and follow up on a detailed ramp up plan for new comers to the team.
Screening and Interviewing to provide the Service Desk Manager a shortlisted candidates for each new / replacement job
Calculate and generate team productivity report (Scorecard).
Biweekly reporting and monthly business review generation.
Participate with the management Service delivery managers and Incident managers in the quality audit tasks and reporting.
5- Resource Management
Create and Follow up on the shift plan and make sure enough resources to handle daily activities.
Recognize high performance and reward accomplishments.
Motivate team members.
6- Communication and Interlocks
Lead and contribute in transversal projects and tasks.
Lead investigation (if possible for SD) & communication for major outages.
Main SPOC for communications with all stakeholders.
Undertake any other reasonable task assigned by management
Fluent in both English and French.
Excellent verbal and written communication skills.
Great leadership Skills.
Project Management Skills.
Knowledge of commonly-used concepts, practices, and procedures for end user technical support.
Strong Customer Service Experience. 3-4 years experience is a plus.
Excellent Phone Etiquette.
Strong problem solving and research skills.
Functional knowledge of Windows or Linux + Cloud Computing Basics.
Orange Cloud for Business
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.
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