Operational Support Analyst - Rabat

Company :

BTECHNOLOGIE is a premium center of excellence serving Bouygues Telecom, a subsidiary of the Accenture group. It aims to increase its delivery capacity, improve the perceived quality by its end customers, and support technological growth with a focus on decarbonized economy. Today, the center has over 500 talents and aims to reach 1000 talents by 2026.

Want new career prospects?

We invite you to join our center of excellence in Rabat, where you will participate in large-scale projects with a long-term vision. Every day is an opportunity to take on new challenges and help shape the future of technology. Together, we are building an innovative future, driven by your talent and our passion for excellence. By joining our team, you will be recognized as an internal employee of Bouygues Telecom, a major player in telecommunications.

Our strengths at BTechnologie:
•Benefit from personalized support from your 1st day by our Onboarding team and your future Manager (welcome at our premises in Rabat, onboarding day, friendly breakfast).
•Develop your technical, functional, or management skills, thanks to Accenture's training catalogs and with the help of our Practice Managers and their communities.
•Advance your career through our mobility policy.

Company culture :

BTechnologie is characterized by a corporate culture primarily driven by organization, where rigor, reliability and operational efficiency are key drivers of performance. This structured environment is strengthened by a strong collaborative dimension, promoting team spirit, quality relationships and supportive leadership. The company also embraces a culture of performance and challenge, with a clear focus on results and excellence. Complementing these strengths, an innovative mindset brings openness to change and continuous improvement.

Job :

Main activities:

1. Management and Processing via the Resolv tool:

• Ensure the daily processing of individual feedback from installers (RACC/SAV/BTE) via the Resolv tool.
• Contribute to the deployment and adoption of the Resolv tool among all installers for all management activities.
• Manage reported cases and ensure their resolution or appropriate escalation.

2. Ensure the compliance of failure application at the installer back office level:

• Implement and carry out "picking" actions (sampling control) to verify compliance with processes in case of failure (RACC/SAV/BTE).
• Participate in the deployment and application of failure processing procedures with installers.
• Identify discrepancies and propose corrective actions to improve treatment quality.

3. Performance Analysis and Optimization:

• Perform one-time and in-depth analyses on key performance indicators (KPI) for RACC/SAV/BTE activities.
• Identify the causes of KPI degradation and propose improvement strategies.
• Present the results of your analyses and your recommendations to the relevant teams.
   

Required profile :

Profile Sought:

• Mastery of office tools
• Ability to analyze data and draw relevant conclusions
• Knowledge in fixed Telecom / FTTH
•  Rigor and organizational skills
• Autonomy and proactivity.
• Analytical and synthesis skills
• Good written and oral communication skills
• Ability to work in a team
   

Head office address :

Desired personality traits :

Search for new things / novelty Need for reflection Need for autonomy Involvement at work Ambition