Operations Manager (IoT)

Orange Business; La Tour; Sur place; EUR 45 000 - 75 000; Plein temps

Résumé du poste

An established industry player is seeking a dynamic leader to head their Incident/Monitoring Management team. This role involves ensuring customer satisfaction through effective management of service incidents and continuous improvement initiatives. The ideal candidate will possess strong telecommunications knowledge, leadership skills, and the ability to foster a proactive team environment. With a commitment to excellence, this position offers the opportunity to make a significant impact in a global communications setting, ensuring high service quality and operational efficiency. If you are passionate about driving results and enhancing customer experiences, this is the perfect opportunity for you.

Qualifications

• Minimum 5 years' experience in customer service and telecommunications.
• Degree or equivalent in IT, Telephony, Telecommunications, Engineering, or Management.

Responsabilités

• Lead the Incident/Monitoring Management team, ensuring KPI compliance.
• Facilitate restoration of normal service with minimal business impact.
• Manage team scheduling, capacity planning, and resource productivity.

Connaissances

Telecommunications

Knowledge Management Systems

Customer Relationship Management

Analytical Skills

Leadership

Time Management

Formation

Degree in IT or Telecommunications

ITIL Foundation

Six Sigma Certification

Description du poste

EVP Video

Company mission statement

Orange Business manages and integrates the complexity of international communications, enabling our customers to focus on strategic initiatives that drive their business. With extensive experience and knowledge in global communication solutions, and understanding of multinational business with local support in 166 countries and territories, we ensure our customers receive consistent, global solutions wherever they operate.

About the role

Responsibilities:

1. Lead and motivate the Incident/Monitoring Management team, comprising analysts and specialists, ensuring KPI compliance and customer satisfaction.
2. Facilitate the restoration of normal service with minimal business impact within agreed service levels and business priorities.
3. Ensure timely response to calls, minimize abandoned calls, and maximize first-call resolution to enhance customer satisfaction.
4. Analyze, process, and resolve incidents or escalate appropriately in a timely manner.
5. Manage escalations promptly and effectively.
6. Develop staff skills to meet current and future operational and customer needs.
7. Implement strategies to maintain high customer satisfaction through regular reviews and service improvements.
8. Ensure adherence to company policies, procedures, and processes.
9. Provide timely reports, measure employee performance, and ensure data integrity in reports and dashboards.
10. Participate in new project implementation, governance calls, and continuous service improvement initiatives.
11. Manage team scheduling, capacity planning, and resource productivity.
12. Oversee recruitment, training material creation, and documentation accuracy.
13. Manage multiple projects and improve end-to-end delivery models.
14. Ensure service quality, SLAs, and crisis management are maintained.
15. Oversee daily desk operations, escalations, and communication with customers and partners.
16. Encourage knowledge sharing and maintain an updated knowledge base.

About you

Skill Profile: Telecommunications, Knowledge Management Systems, Process and Standards, Service Desk Organization, Customer Relationship Management.

Abilities: Excellent communication skills in English and French, customer-facing skills, time management, teamwork, relationship-building, proactive attitude, flexibility, multitasking, results-oriented, troubleshooting, analytical skills, IT knowledge, leadership, creativity, and innovation.

Additional information

Education, Qualifications, and Certifications: Degree or equivalent in IT, Telephony, Telecommunications, Engineering, or Management; ITIL Foundation; desirable: Six Sigma, ISO knowledge; minimum 5 years' experience; customer service and telecommunications experience preferred.

Equal Employment Opportunity

Orange Business is an Equal Opportunity Employer, committed to diversity and non-discrimination based on age, gender, race, ethnicity, sexual orientation, gender identity or expression, religion, national origin, marital status, disability, or veteran status.