- Manage team of customer operations associates (COAs)
- Manage day-to-day operational tasks
- Single point of contact for all operational requirements and all escalations within the scope of COAs/service management
- Drive the operation effectively by following & applying the ITIL, ITSM & industry best practices
- Manage and improve the effectiveness and efficiency of the service support delivery team
- Conduct customer operations associates tasks' reviews
- Define & ensure implementation of all key delivery strategies, processes, procedures, guidelines, tools, methods
- Drive Service Improvement Program, Initiate and execute structural improvement and efficiency programs
- Ensure appropriate quality controls and adherence to standards
- This is a customer-facing role and is ideal for an excellent communicator with a positive outlook and a get-the-job done attitude. You should be ready to support multiple customers and services.
- Good communication skills (verbal and written) - Portuguese, English and Spanish
- Good in creating service review and management reports
- Good analytical skills and ability to identity trends
- Ability to lead customer facing communication
- Knowledge of IT service manage standards
- BE/(IT/Computer Science)
- Should have either Agile or ITIL certification. Technical certification like CCNA/CCNP, MCSE, VCP, Azure/GCP etc. will be added advantage
- At least 3 years of managing service operations
- Experience in managing large scale Network, IT infrastructure, datacenter, cloud support operation
- Experience in driving Service improvement program, quality audits and ISO standards (2K, 27K, 9K)
- Knowledge and understanding of IT Technologies, products, and services
- Medical plan
- Dental plan
- Life insurance
- Meal allowance
- Transportation allowance
- Bonus plan
- Gympass
- Day care
- Private pension fund
- Birthday gift (day off)
- Give a day, get a day (day off)
- Maternity Leave (6 months)
- Paternity Leave (15 days)
- Orange Employee Solutions (psychological and legal assistance)
- Shiatsu
- Labor gymnastic
- Teleworking Reimbursement
COA Operational Manager - Rio de Janeiro, Brasil - Orange Business Services
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The benefits of being Orange
Orange Business Brazil was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures, and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.
Because Orange Business Brazil hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:
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