Network Operation Manager

The Mission The Team Leader is accountable to manage and lead operational team of VPO’s activity for Carrefour customer and contributing to the group vision for outstanding customer experience in the customer sevice delivery,

Responsibilities:

1. Team Leadership and management

• Create and environment orientated to trust, open communication, creative thinking, enhancing motivation of team members
• Lead by setting a good example and facilitate problem solving and collaboration
• Ensure appropriate staffing levels are maintained to maintain quality of service
• Effective leaves management, organising necessary cover on a day to day basis
• Conduct employee performance reviews in accordance with company policy
• Development of staff to ensure skills levels match both current and future operational customer requirements
• Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews
• Responsibility to ensure adherence to company policy procedures and processes

• Attend regular meetings as directly by management
• Maintain overview of daily records, incident logs and shift planners
• Monitor all key worker records and support individual key workers to develop positive working
• relationships with clients
• Keep the management team informed of acoomplishments and ongoing issues, participate in achieving resolutions to identified issues
• Facilitate positive working relationships with GBO's and other stakeholders local or internationally
• To act in the best interests of the organisation and those for who it provides care
• Maintain quality and standards of the organisation in all areas of provision
• To ensure the restoration of normal operational service with minimal business impact on the customer within agreed service levels agreements and business priorities
• Monitor and close follow-up activity by ensuring calls are answered in a timely manner, minimise abandoned calls, maximise customer satistaction
• Monitor and close follow-up activity by ensuring al incidents/inquiries are analysed, processed in a timely and effective manner
• First point of contact for escalations, manage escalations and ensure that they are dealt within a timely manner
• 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 employee satisfaction
• Team roster and transport planning

• Minimum Degree in IT or telecommunications
• Minimum of 2 years in a similar role
• Good communication skills
• Excellent customer facing skills are required
• Good time management and organisational skills
• Fluent in english and french-written and spoken