ORANGE – FIXED BROADBAND LEAD

 

Job description

Reporting to the Director of B2B Solutions and Fixed Broadband, the successful candidate will be responsible for leading, managing and developing the operations teams, providing a pro-active first fix and post-sales support to fixed broadband customers.

The main duties include but are not limited to:

Manage after-sales support operations of fixed services.
Manage BO, Technical support, Problems with service experience in sales channels
Maintain Customer Experience.
Provide input to Process teams for development in service channels
Manage L2 support teams for technical support and billing issues
Manage the Fixed Broadband Budget
Examine the technical and charging support processes for new products and services from the point of customer operations
Observe competitive trends in the Fixed Broadband Market
Implement strategies to grow Fixed Broadband customer base and revenue
Design and deliver support and service solutions for managed Service customers.
Monitor the effectiveness of the team against SLA/KPI‟s, driving through change as needed to deliver.
Ensure operational procedures and practices are well defined, documented and consistently applied
Instill a high performance culture in the team with a focus on team work, service excellence and ownership for resolving customer issues
Contribute proactively to new service development
Work closely with ITN to ensure new customers are on-boarded with seamless handover / transition into in-life service
Encourage open communication between team members, allowing the team to bring forward ideas on how they can collectively deliver a more effective service
Set and cascade business objectives and targets to the team.
Ensure teams are skilled, trained and developed to enable them to deliver high quality service and support.
Take responsibility for customer escalations and act as a point of escalation both in and out of hours as required
Drive a continual service improvement programme to ensure continual customer satisfaction ratings and service improvement

Requirements
Skills:

Good understanding of the telecommunication industry.
Strategic thinking.
Objective driven
Customer oriented
Business acumen
Good project management knowledge.
Good management and leadership skills.
Negotiation / Ability to influence peers.
Team player
Strong communication and presentation skills.

Qualifications and experience:

Degree in Sales, Marketing or Business Administration.
5 years’ work experience on sales and marketing positions including at least 2 years in supervisory functions.