Operational Manager
- القاهرة
- دائم
- دوام كامل
- Act as the level 1 escalation point for the team
- Responsible with the management to monitor team performance in technical and nontechnical aspects throughout the half
- Perform regular analysis of the team's work through daily reviews in preparation of the team's monthly scorecards to be delivered by the 15th of the following month
- Ensure that the team's work is managed with the appropriate priority and that the load is rightly distributed among team members on duty
- Owns complex issues in the team and lead improvement plans accordingly
- Lead the technical knowledge and skills enhancement & training plans with the support of the team seniors
- Engage in crisis management activities and post crisis reviews when needed
- Responsible for leading the newcomer's induction through the induction program with the involvement of other team members
- Responsible for the team's knowledge management and its regular update
- Responsible for new customers and new services/offers handover to operation along with the seniors within the team
- Create, validate and update documents created to support the team
- Attend regular meetings with team members, management and other team stakeholders when needed
- Represent the service desk in regular service reviews with the account team and customer contacts
- Perform regular analysis on the team KPIs, communicate them to team members and initiate ways to improve them
- Prepare the roster of the team and perform changes during the month
- Undertake tasks assigned by managementabout you- Excellent communication, interpersonal, organizational and presentation skills
- Good leadership and conflict resolution skills
- Good consulting, coaching and problem-solving skills
- Ability to demonstrate emotional intelligence and communicate effectively to team members
- Able to work efficiently and independently to meet deadlines
- Able to understand complex customer infrastructure and has a good understanding of services offered
- Ability to work under pressure and deal with multiple tasksadditional information
- Global opportunities: Work in multi-national teams with the 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