Operations Manager SCF

Orange Business; La Tour; Sur place; EUR 40 000 - 80 000; Plein temps

Résumé du poste

Join a forward-thinking company as a leader in Incident Management, where you will inspire and manage a dedicated team. This role offers the chance to enhance customer satisfaction while developing your skills in a dynamic environment. With a focus on operational excellence and continuous improvement, you'll play a vital role in restoring services and resolving escalations efficiently. If you're proactive, results-oriented, and enjoy collaborative problem-solving, this opportunity is perfect for you. Embrace the challenge and make a significant impact in the telecommunications sector.

Qualifications

• Degree in IT or Telecommunications is essential.
• ITIL V3 Foundation is optional but beneficial.

Responsabilités

• Lead and manage the Incident/Monitoring Management team effectively.
• Ensure compliance with KPIs and enhance customer satisfaction.
• Participate in new project implementations and manage team logistics.

Connaissances

Telecommunications

Knowledge Management Systems

Customer Relationship Management

Teamwork

Problem-solving

Formation

Degree in IT

Degree in Telecommunications

ITIL V3 Foundation

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 team dedicated to providing 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 refine your skills in a field filled with exciting challenges and opportunities.

About the role

Overall description :

• Lead by example, motivate, and manage the Incident/Monitoring Management team comprising analysts and specialists to ensure compliance with KPIs and customer satisfaction.
• Facilitate the restoration of normal operational service with minimal business impact on the customer within agreed service levels and business priorities.
• Follow up on activities to ensure calls are answered promptly, abandoned calls are minimized, and issues are resolved efficiently, enhancing customer satisfaction.
• Ensure all incidents and inquiries are analyzed, processed, and resolved or escalated to appropriate support levels in a timely manner.
• Act as the first point of contact for escalations, managing and resolving them promptly.
• Develop staff to ensure their skills meet current and future operational and customer requirements.
• Implement strategies to maintain high levels of customer satisfaction through regular reviews and continuous service improvement.
• Ensure adherence to company policies, procedures, and processes.
• Complete timely reporting and develop new methods for measuring employee occupancy and performance.
• Ensure data integrity in reports and dashboards.
• Implement strategies at various levels to ensure employee satisfaction.
• Conduct employee performance reviews as per company policy.
• Lead debriefs and weekly team meetings, actively participating in line-of-business (LOB) meetings.
• Participate actively in new project implementations and deployments.
• Manage team roster and transportation planning.

About you

Knowledge:

• Telecommunications
• Knowledge Management Systems
• Processes and Standards
• Service Desk Organization
• Customer Relationship Management

Abilities:

• Excellent communication and customer-facing skills
• Good time management and organizational skills
• Teamwork and collaborative problem-solving
• Proactive, self-motivated, and determined attitude
• Tenacity and flexibility in working hours
• Ability to work under pressure and multitask
• Results-oriented with strong problem-solving skills
• Willingness to learn and expand knowledge
• Troubleshooting and incident resolution skills

Minimum qualifications: Degree in IT or Telecommunications; ITIL V3 Foundation (optional)

Additional information

Equal Employment Opportunity

We encourage diversity within our teams regardless of age, gender identity, race, ethnicity, religion, sexual orientation, marital status, neurodiversity, disability, veteran status, or appearance. Orange Group is a disabled-friendly company and an equal opportunity employer. Please inform us about any specific needs you may have.