Regular - Head of Unified Communications Implementation Experts (Business Talk, Cisco)
Head of Unified Communications Implementation Experts (Business Talk, Cisco)
ref :583146 | 10 Feb 2025
apply before : 11 May 2025
CityStars, Cairo, Égypte - Egypt
about the role
As Head of Unified Communications Implementation Experts, you will be leading teams for supporting different UCC technologies technologies (Business Talk, B2G, B2gaaS, Cisco Webex WTW/WTE MT/DI, Microsoft Teams Operator Connect, ect …) within Employee Experience (EX SVP) as part of GPS (Global Platforms and Services) Expertise Organization for international customers. And you will be fully accountable for the achievement of business and operational targets.
Lead Unified Communications Experts to ensure compliance to performance management targets and customer satisfaction aligned with Employee Experience Strategic Value Proposition (EX SVP). Work closely with the Head of Employee Experience Egypt and his peers located in France and India to achieve the business and operational objectives. Ensure a good cooperation and collaboration with build and transversal teams in GPS Expertise department to improve the support process and end-to-end customer experience. Develop effective relationships with internal/external key contacts and stakeholders. Build and drive customer–focused and quality-centric culture within the teams to ensure operational excellence, and maximum customer’s satisfaction. Implementation of the required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews defined ownership and continuous service improvement. Manage the performance of team members, effectively, by setting clear and measurable objectives for them and provide coaching to achieve their business and operational objectives. Ensure proper alignment of resources and effective utilization of skill sets for running support portfolio. Take ownership of escalated customer problems. Manage efficient resolution of customer's issues and complaints and ensure follow-through to conclusion. Ensure all direct reports adherence to internal policies, processes, and standards. Any other duties and responsibilities commensurate with this role.
about you
Professional Experience +10 years experience in telecommunication and UCC solutions. +3 years management/leadership experience. Very good experience and understanding of different unified communications & collaboration domains and technologies (BT, B2G, B2gaaS, Cisco WTW, MS Teams ect …)
Educational background and qualifications:
Computer, Communication, or Electronics, B.Sc. degree. IT Service Management and process Certification. Relevant professional accreditation in IT Service Management, operations management, and business management will be strongly considered.
Key Skills:
Strong leadership and people management skills, with strong coaching skills and a passion for developing and leading high-performance teams. Strong customer focus, able to respond quickly and effectively to customers’ issues and opportunities, and able to adapt to a fast-changing customer landscape and challenges. Sound Decision-making capabilities. Ability to quickly solve the problems, make decisions under pressure and take responsibility for the outcome. Strong focus on delivering results, ability to think out of the box and beyond your typical area of responsibility and help to solve problems across departments and business verticals. Experience working with virtual and remote team members and stakeholders in large multinational organizations. Effective communication skills at all levels. Excellent organizational and time management skills. Excellent verbal and written English language skills, French language is a strong Plus.
additional information
department
Global Delivery & Operations
Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
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