Join us at Orange Business!
We are a network and digital integrator that understands the entire value chain of the digital world, freeing our customers to focus on the strategic initiatives that shape their business.
Every day, you will collaborate with a team dedicated to providing consistent, sustainable global solutions, no matter 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 in a field filled with exciting challenges and opportunities.
Lead by example, motivate and manage the team consisting of Analysts, specialists and Experts to attain goals and objectives set for the team.
To ensure a high quality of service is maintained at all times and to take necessary measures to remedy the situation (e.g through a service improvement plan) in case of issues.
Have a continuous improvement philosophy in mind.
Close follow-up of activity by ensuring follow-up of KPI’s and projects
First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner.
People growth and development to ensure skills levels match both current and future operational and customer requirements.
Work on career evolution of team members
Implementation of the required strategies to ensure ongoing high level of Customer Satisfaction through regular reviews and provide continuous improvement towards service excellence
Responsibility to ensure adherence to company policy procedures & processes.
Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
Ensure integrity of data in reports and dashboard
Implementation of strategies (company’s, higher management and own), and processes to ensure customer and employee satisfaction.
Conduct employee performance reviews in accordance with company policy.
Conduct debriefs and weekly meetings with team and participate actively in business unit and customer meetings.
Participate actively in new projects implementation and deployment.
Team roster and transport planning
Develop a good business relationship with peers and Business Unit
Ensure fairness and equity among team members and while doing recruitment.
Knowledge and ability to work in a virtual multi-site platform (pole-mutualisé) model is a must.
Skills profile
Good communication skills (Both spoken and written English and French)
Excellent customer-facing skills are required.
Good time management, project Management, Agility and organisational skills
Teamwork, use of a team approach to solve problems when appropriate.
Ability to build relationships with peers and management levels and customers.
Proactive, self-motivated and determined attitude.
Tenacity.
Flexibility in terms of working hours.
Ability to work under pressure & multi-tasking.
Results orientated, and problem-solving skills.
Need a willingness to learn and expand knowledge.
Troubleshooting and incident resolution
Use of new managerial techniques like Agility
Qualifications
Degree holder with at least first years of experience
Management experience would definitely be an advantage
Other qualifications may be considered for experienced candidates
You bring open mindedness, ability to handle pressure, leading with courage and empathy, assertiveness and communicate effectively.
• Global Opportunities: Work in multi-national teams with opportunity to collaborate with colleagues and customers from all over the world.
• Flexible Work Environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working).
• Professional Development: training programs and upskilling/re-skilling opportunities.
• Career Growth: Internal growth and mobility opportunities within Orange.
• Caring and Daring Culture: Health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events.
• Reward Programs: Employee Referral Program, Change Maker Awards.
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