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Team Leader

  • Plaine Wilhems
  • Negotiable
  • Permanent
  • Added 12/09/2017 
  • Closing 12/10/2017
  • Recruitment Consultant

Description

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Tasks and Responsibilities:

  • Lead by example, motivate and manage the Incident/Event Management/Service Request fulfilment (Customer Technical Support) team comprising of Analysts and Specialists.
  • To ensure compliance to KPI’s QS, DA20, GTR, customer satisfaction and operational excellence
  • To facilitate the restoration of normal operational service with minimal business impact on the Customer within agreed service levels agreements and business priorities
  • Close follow-up of activity by ensuring all incidents/inquiries are analysed, processed and resolved or sent to appropriate next level of support in a timely and effective manner.
  • First point of contact for escalations, manage escalations and ensure that they are dealt with in a timely manner

Qualifications:

  • Degree in Telecommunications / Electronic / Communications / Computer Science and / or equivalent experience
  • Master Degree or managerial degree would be an advantage. 

Experience & Specialist Knowledge:

  • Minimum of 2 years supervisory/managerial experience of a technical team in a customer service environment.
  • Expertise in TOIP, VOIP, XOIP and IPBX would be a definite advantage
  • Sound knowledge of Networking
  • Troubleshooting and analytic skills is a must
  • Knowledge of Office (Word, Excel, Powerpoint) tools is a must
  • Good interpersonal skills
  •  Excellent Written and Spoken French required

Orange Business Services Mauritius Limited

Orange Business Services Mauritius Limited

 

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