Team Lead (FTE) - French Speaking | Location Bangalore

12/03/2015 14:02

Key Results / Decision areas

  • Service Level Management by driving effective operation, meeting of SLA/O and KPI’s set by customers, participating & presenting Services performance with various reports such as (e.g. Ticket trends, SLA/O achievements, Initiatives taken, Challenges & action taken, various recommendations reports )
  • Increased customer satisfaction due to regular updates on actions and thorough explanations of quality of service reports.
  • Operation Management by driving various initiative in measuring manpower performance, staff requirement and utilization, productivity/efficiency enhancement, team/employee bonding, CSAT
  • Driving Service Excellency along with various initiatives such as
    • Service Improvement Plan(SIP)
    • Continuous Improvement Plan(CIP)
    • Process adherence &improvements, Analyzing various trends records to improve the operation efficiency, producing the reports to manage the Work force management referring the trend & expected volume.
    • Arranging Knowledge base, trainings, knowledge transfers
  • Driving People Management
    • Managing appropriate staffing levels,
    • Managing require Skill levels,
    • Driving Technical Certifications & Training
    • Increasing Team bonding and motivational part
  • Effective Customer Support & driving Customer Relationship Management
  • Driving reviews with Escalations Management area in technology, processes, business requirement
  • Proper Analysis of RFO, RCA reports before submitting to customer of Incident Management, Problem Management, Change Management time to time and upload those into KEDB

Core Competencies and Skills

  • Excellent in managing 24X7 operations for multiple geographies.
  • Excellent in driving daily operations by supervision. Monitoring tickets, driving ageing tickets on regular basis and tracking work/ticket trends.
  • Excellent knowledge in driving oversee projects and facilitate project updates between Orange and Customer teams
  • Excellent in driving the KPI’s, Service Level Objectives to meet the objectives
  • Excellent in handling crisis situations, driving escalations & appropriate communication towards customer
  • Should extend help to team in guiding process handling, communications
  • Excellent in Customer, Account & Team Management (Staffing levels, Skill levels, Technical Certifications, Training, Motivation etc.)
  • Should have excellent analytical, logical skills with out of the box thought process
  • Excellent in Analyzing Report, Capturing reasoning, Trends while presenting reports
  • Excellent in Communication(oral/written) in English and French, Presentation & interpersonal skills
  • Excellent in handling Processes based on ITIL & driving quality measures based on various industry practices such as Six Sigma, ISO 9K,20K,27K.
  • Excellent in driving various improvement areas with Service Excellency along with various initiatives such as Service Improvement Plan(SIP), Continuous Improvement Plan(CIP), Process adherence &improvements, Analyzing various trends records to improve the operation efficiency, producing the reports to manage the Work force management referring the trend & expected volume.
  • Arranging Knowledge base, trainings, knowledge transfers
  • Should have good Business awareness & understanding
  • Strong Customer Focus
  • Should have Convincing skill
  • Ability to work under pressure.
  • Adaptability & responsiveness to department

Education, Qualifications, and Certifications

  • Engineer in Telecom, IT stream
  • ITIL Foundation & Intemediate Service Operation Certified (must)
  • DALF C1 Certification in French Language

Experience 7+ years of experience

  • 3+ Years of relevant experience in Operation Management
  • 2-3 Years of relevant experience in related Technology

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