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orange business services
  1 - 4 Yrs
Opening: 1
Posted 29 day(s) ago
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Job Description
mission / role purpose Manage teams of ESC UCC Services Experts (recruitment, training planning, resource management, task allocation, on call procedures, performance management & reporting). Manage UC operations, change management (moves, adds, changes) right every time, on time resolution & meeting or exceeding the SLAs ensuring outstanding customer experience. Contribute to the development of processes and procedures working with teams globally. key accountabilities key result / decision areas (outcomes) Outstanding Customer Experience Proactively anticipate customer's requirements, deliver to meet or exceed expectations People Development Facilitate development of a performing team for the future People Development Challenges others to develop as leaders while serving as a role model Knowledge Management Promotes and coordinates technical knowledge harvesting within the organization Training & Development Identify, record, plan and administer the training requirements of the team Resource Management Resource management: Hiring, turn-over, training & career path management Matrix Management build & nurture transversal relationship across the Organization to foster collaborative environment People Management Develop and implement initiatives to maintain team's morale and motivation Business Performance Facilitate deliver the performance KPIs as defined by the business Productivity & Efficiency Facilitate efficient resource management with an eye on productivity & cost employing LEAN & Six Sigma methodologies. Managing & Comminicating Change Managing & communicating change based on creative / innovative thinking driven by changing customer / business requirements Knowledge Management Prepare the team for absorption of technologies (e.g. Contact Center - Cisco, Genesys, Cosmocom, recording solutions - Nice, mediasense etc..) Continual Improvement Provides technical direction for growing Enterprise Service integration and growth domain business from service definition, implementation to continually improving operations Continual Improvement Applies significant knowledge of industry trends and developments, best practices, implements effective continual improvement solutions Business Performance Creates and executes development plans and revises as appropriate to meet changing needs and requirements. Performance Management Measure Change Management efficiency - quality and throughput and ensure the team s performance meets or exceeds the set KPIs. Performance Management Analyze performance, debrief with the team and implement service improvement plans as required. Compliance & Adherence Monitor the roll-out and compliance of the defined processes, procedures and audit the adherence to standards. Escalation Management Manage escalations for all technical & procedural issues on incident management, problem management, implementation, change & release management.
Salary   Negotiable
Industry IT Software
SubIndustry Software Development
Functional Area Operations / Customer Support
Specialization Back End Operations
Role Executive / Officer Level
change management
Problem Management
Incident Management
Desired Candidate Profile
Please refer on JD
Highest Qualification
Graduation Any Graduate
Company Profile
orange business services
orange business services
Contact Details
Recruiter Name HR
Website http://orange.jobs/jobs/offer.do?lang=en&joid=79778
Contact No.
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