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- Job Description
Manager – Service Coordination Centre (SCC)
This position is responsible for managing and leading the FOIS operations team Service Coordination Centre (SCC), a Field engineer dispatch and spare part/logistics co-ordination team. Role is responsible to manage operations, people process, Service Level and Quality of Service. It mainly involve driving performance, productivity , continues improvement.
Service Coordination Centre ( SCC ) is a 24*7 operated desk, which manages coordination support in two regions , Asia Pacific Islands & European continent. The core responsibility of this function is coordination between various teams like Field Engineer, Logistics / Courier Companies, Technical Support Helpdesks and other internal teams within Orange Business Services. Coordination can be through emails, phone calls, instant messenger and official tool – Clarify. Since it is 24 * 7 operated desk, team work in rotating shifts like Day, afternoon, midafternoon and night.
Key Accountabilities
- Responsible for meeting all service level & customer satisfaction targets. Also responsible to manage operations, people, process, Service Level and Quality of Service
- Responsible for incident management , problem management , workflow analysis and process improvements, ensuring team performance as per agreed standards
- Should be able to identify customer requirements, same time ensure revenue is captured.
- Regular interaction with key stake holders both internal and external to ensure high level of customer satisfaction and help in documenting Standard Operating Procedure (SOPs), process maps in terms of updates and escalation matrix
- Should be able to motivate team to deliver required Operational objectives. People Management
- Creation of Back-ups for all the critical processes,
- Succession planning for self Training the team members on all the new rules & procedures.
- Holding team meetings on a monthly basis. Identifying training need analysis for Career Development of the team
- Empowerment and Delegation Performance Improvement Plan
KRAs
- Proven ability in handling operations, escalations and complex technical issues with excellent customer service skills, also identify root cause of concerns/issues and fix the process
- Understand and provide timely valuable input to Key Performance Indicators (KPI) measurements and is also able to take on new challenges
- Identifies knowledge gaps to impart process trainings / updates and mentors to build strong result driven team. Also identify training requirements.
- Provide on-going communication between different stake holders
- People management, people development, Priortize work as per high severity and business
Take leading role in communicating issues with stakeholders that impact service delivery for our customers
- Ensure adherence to company processes to ensure quality, customer satisfaction and restoration of customer service as soon as possible
- Outline training program for the agents to ensure development of team
- Proactively identify issues that affect the team performance/operation and raise with appropriate entities and line manager for solution
- Point of escalation for other entities for the implementation of the solution to the customer problem within the defined time frames
- Work with other customer support groups in order to provide quicker restoration of customers services
Skills
Ability to work under pressure and to deal with multiple tasks.
- Excellent customer service and problem resolution skills.
- Excellent interpersonal, team-build and leadership skills.
- Exemplary time management, organizational, presentation and communication skills.
- Ability to build relationships with peer and management levels both with clients and the company management.
- Proactive, self-motivated and determined attitude.
- Good PC skills and application knowledge.
- Proficient in English
Key Skill(s)
About Company
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