Team Leader Customer Operations B2B
Location: Avenue du Bourget 3, 1140 Evere
Are you a dynamic leader with a passion for ensuring seamless technical support and exceptional customer experience? Do you thrive in fast-paced environments and enjoy leading teams to deliver top-tier service around the clock?
We're looking for a proactive and strategic Team Leader to manage our B2B Customer Technical Operations team. In this role, you'll oversee 24/7 support for Orange Business Customers, ensuring uninterrupted connectivity and swift incident resolution across, Fixed connectivity and ICT, and domains. If you're ready to make a real impact by driving continuous improvement, empowering your team, we want to hear from you
Your Responsibilities:
* Analyse, Coordinate and initiate the necessary actions for fast interventions following network or customer faults or incidents
* Supervise and ensure the effectiveness and continuous improvement of daily technical operations. Guarantee that Service Level Agreements (SLAs) with customers and Operational Level Agreements (OLAs) with internal teams and partners are understood, followed, and respected.
* Identify weaknesses and possible enhancements, propose and implement operational solutions so as to guarantee continuous improvement of operations and quality for Orange B2B customers.
* Coordinate and initiate the necessary actions for fast interventions in case of escalation following network or customer faults or incidents.
* Are accountable for end-to-end quality, coherence and cost effectiveness of your activity according to the customer needs and financial assumptions/constraints.
* Recruit, coach, motivate and evaluate the team. Detect areas of development in terms of competencies and knowledge and initiate necessary corrective actions.
* Translate Management objectives into team objectives, communicate them to the team and management and take all necessary actions to reach the defined objectives. Measure the performance of the team versus the defined objectives and reports to the team and management.
* Will be on duty to resolve incidents/act as management escalation level outside business hours.
* Proven experience and good knowledge of ICT and FIX (LAN, WAN, Wi-Fi, VPN, IP networks, voice telephony).
* At least 5 years of experience in people management, preferably in technical or customer support roles.
* Strong understanding of customer support processes, network operations, and troubleshooting.
* Knowledge of ITIL, NIS 2, and DORA is a plus.
* Excellent communication skills.
* Problem solver, stress-resistant, and attentive listener.
* Persuasive leader with advanced team-building skills.
* Fluent in Dutch, French, and English.
We offer the opportunity to be at the forefront of ICT evolution, working within a dynamic environment where cybersecurity is a top priority. Join us to leverage Orange's excellent network capabilities and contribute to innovative ICT solutions with a global perspective.
You will make the difference in this highly innovative vibe. As a result, you will develop your full potential by working with highly skilled and passionate colleagues and through continuous training. Moreover, you can count on a highly competitive and versatile compensation (market competitive salary, company car or legal mobility budget, homeworking and net allowance, performance bonus, meal vouchers) and benefits package.
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