ADV Confirmee

Orange Business; La Tour; Sur place; EUR 40 000 - 70 000; Plein temps

Résumé du poste

An established industry player is seeking a dedicated Expert ADV DM to join their dynamic team. In this role, you will respond to complex requests, support training initiatives, and manage client communications effectively. You will have the opportunity to develop your skills in a collaborative environment while tackling exciting challenges. Your expertise will help shape the team's success and ensure high-quality service delivery. If you are passionate about customer support and have strong organizational skills, this position is perfect for you.

Qualifications

• Strong communication and organizational skills are essential.
• Experience in project management and conflict resolution is preferred.

Responsabilités

• Support Level 1 pilots and manage complex orders.
• Monitor productivity and provide constructive feedback.
• Develop training programs and support new hires.

Connaissances

Knowledge of tools, processes, and products

Autonomy

Ability to escalate appropriately

Reporting skills

Conflict prevention and management

Strong communication techniques

Organizational skills

Negotiation skills

Formation

Bachelor's degree or equivalent experience

Outils

SharePoint

Description du poste

EVP Video

Company mission statement

Orange Business is a network and digital integrator that understands the entire value chain of the digital world, enabling our customers to focus on strategic initiatives that shape their business. Every day, you will collaborate with a dedicated team to provide consistent, sustainable global solutions, regardless of where our customers operate. With over 30,000 employees across Asia, the Americas, Africa, and Europe, we offer a dynamic environment to develop and perfect your skills amidst exciting challenges and opportunities.

About the role

Fiche de poste – Expert ADV DM

• Respond to requests from Level 1 pilots with expertise and analysis.
• Proactively support the business: provide feedback to identify training needs, updates, documentation, and management cases for briefing.
• Analyze and process complex orders.
• Handle escalations, monitor, and manage follow-up.
• Provide immediate support for complex requests identified by team members or management.
• Monitor activity and alert management to client projects/orders in difficulty or recurring issues.
• Support Level 1 activities during peak times or absences.

Supervision/Monitoring QS

• Develop relational and behavioral skills.
• Maintain ease in communication and relationships.
• Demonstrate listening skills and pedagogical ability (guiding pilots).
• Be responsive in team interactions and stakeholder relations.
• Organize work to ensure team members understand their tasks.
• Monitor productivity and provide constructive feedback and guidance.
• Handle complaints and resolve issues with action plans and follow-up.

Performance and Workload

• Update capacity planning, analyze, and adapt it.
• Collaborate closely with management/RPO to develop dashboards.
• Track quantitative and qualitative indicators, propose action plans based on results.
• Ensure balanced workload distribution among pilots independently.
• Draft and present performance reports to the manager.
• Supervise and contribute to writing operational procedures, scripts, and related documentation.
• Monitor activity, alert management to client project issues or recurring problems.
• Support activity during peaks or absences.
• Conduct audits and quality follow-ups to ensure timely task completion.
• Establish and lead governance meetings with partners.
• Provide backup support to the Manager when needed.

Mail Box Management

• Process and monitor incoming emails.
• Distribute activity among pilots independently.
• Ensure proper functioning and management of the email system.

Training/Tutoring and Support

• Develop training programs tailored to ADV activities.
• Define training plans, mentoring, and support for new hires and pilots on new offerings/activities.
• Support and analyze post-training requests.
• Implement shadowing through paired work with pilots.
• Assist in skill development for pilots and new hires.
• Analyze requests from designated pilots, provide feedback and reports.
• Be a driver of ideas and transformation initiatives.

Team Life

• Lead by example.
• Participate in working groups.
• Propose topics for team briefs.
• Prepare support materials and facilitate briefings.

Continuous Training

• Stay updated on new products and activities within ADV.
• Implement coaching forums.
• Maintain skills and knowledge through internal support and resources.

Document Management

• Build a dedicated SharePoint space for ADV documentation.
• Create and write training materials enabling autonomous activity management.
• Present materials in team briefs and workshops.

Administrative and Management Tasks

• Lead operational meetings.
• Document meeting outcomes.
• Conduct individual coaching and activity reviews.
• Follow up on corrective actions with OPS Manager.

About You

Skills:

• Knowledge of tools, processes, and products.
• Autonomy.
• Ability to escalate appropriately and alert on major risks.
• Reporting skills, clarity in presentation.
• Experience sharing and proposing improvements.
• Conflict prevention and management skills.
• Commitment and respect for commitments.
• Strong communication techniques.
• Understanding of the order-to-bill process.
• Project feasibility assessment, risk analysis, and reduction.
• Organizational skills, including planning and prioritization.
• Negotiation, argumentation, persuasion skills.
• Ability to organize and lead meetings.

Additional Information

• Effective communication.
• Customer orientation.
• Rigor and reliability.
• Team spirit and cross-functionality.
• Diagnose and propose solutions.
• Project management skills.

Equal Employment Opportunity

We promote diversity and encourage applicants of all backgrounds, regardless of age, gender, race, ethnicity, religion, sexual orientation, marital status, neurodiversity, disability, veteran status, or appearance. Orange Group is committed to being a disability-friendly employer and offers equal opportunities: please share any specific needs you may have.