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Job description / Role
About the role
- Supervision of the team to ensure compliance to performance management targets and customer satisfaction.
- Conduct employee performance reviews in accordance with company policy
- Schedule team leave request, roaster, and overall staffing requirements
- Ensure all incidents are processed, resolved or sent to appropriate next level fix agent respecting published incident handling and quality guidelines following an appropriate business sense to treat urgent incidents of high business impact
- Contribute in setting support model for new applications by cooperating with Service Level Engineering and Development teams
- Build and review of all necessary reporting to ensure operational KPIs and customer support targets are met
- Team development to ensure skills levels match both current and future operational and customer requirements
- Managing all applications hosted in the cloud in devops mode
Requirements
About you
- Fluent in English & French is a must
- Ability to work under pressure and to deal with multiple tasks.
- Excellent customer service skills.
- Good IT/communications background and problem-solving skills.
- Excellent leadership & interpersonal skills.
- Excellent management skills.
- Excellent organizational and communication skills.
- Good understanding of culture differences and diversity.
- Presentation skills.
- Coaching and mentoring skills.
- Prioritization and time management.
- Proactive, Self-motivated, and determined attitude.
- Having an agile mindset & open for change
Department
Chief Technology Info Office
Orange Business 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.
About the Company
Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.