Head of Telephony Project Managers & Ordering Teams – Voice Implementation Dept.
Orange Business Services ( France Telecom )
Total years of experience :22 years, 0 Months
- To lead my team, which consist of 15 Voice PMs ( Leads, seniors and technical PMs ) and 3 Voice POCMs, to achieve my company goals and evaluate team learning priorities to meet job skills.
- Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
- Plan and Develop my team to ensure skills levels match both current and future operational and customer requirements .
- Manage the resource and work schedule by performing workload analysis and hiring new resources if needed
- Review the team performance, KPIs, productivity to ensure customer satisfaction.
- Schedule Team training; leave requests, salaries review, bonus plan and overall staffing requirements.
- Establish intensive/regular meetings with customers and business partners to follow-up projects
- Conduct employee performance reviews in accordance with company policy and develop the work process and improve the overall performance of the team.
- Manage any Escalation or customer complains and working on the solution with my team members.
• To Lead my team to achieve my company Goals and Evaluate team learning priorities to meet job skills proficiency levels
• Make recommendation for working groups restructure and business interlocks leading to improved operational efficiency.
• Development of staff to ensure skills levels match both current and future operational and customer requirements.
• Schedule Team training, leave requests and overall staffing requirements.
• Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement.
• Responsibility for ensuring adherence to company policy, process & procedures
• Establish intensive/regular meetings with internal customers and business partners to follow-up projects
• Responsible of updating and communicating training kit associated with Tools and Systems
• Implementation of strategies and processes to ensure employee satisfaction.
• Deputize for departmental manager in their absence.
• Represent the GCSC if required at customer meetings and service reviews.
• Develop the work process and improve the overall performance of the team
• Conduct employee performance reviews in accordance with company policy.
• To undertake any other reasonable task as assigned
• Manage any Escalation or customer complains and working on the solution with my team members
• To Lead my team to achieve my company Goals and Evaluate team learning priorities to meet job skills proficiency levels
• Make recommendation for working groups restructure and business interlocks leading to improved operational efficiency.
• Development of staff to ensure skills levels match both current and future operational and customer requirements.
- Manage the full lifecycle of the voice projects using Orange Business Services project management methodology and project management tools where appropriate including (Integration, Scope, Time, Quality, Communications, Risk and Resource Management).
- Responsible and accountable for customer Project Initiation, Planning, Execution and Monitoring requirements.
- Manage project team work with other teams involved in the project and take responsibility for any matrix dependencies with other projects.
- Manage the customer relationship supporting mutual business objectives, acting as Customer Champion within Orange Business Services Supplier organization, utilizaing escalation procedures if required.
- Communicate to customers and business owners at all time for awareness and support
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