Responsibilities:
Business management:
• Make sure the team follows the compliance and security policies.
• Offer the non- technical training (including but not limited to business processes, case handling skills, telephone, and email skills, out of office processes, leave procedures, and demission procedures) to help the new members to get familiar with the process and tools.
• Find out the root cause of cases that customers are not satisfied with and do the analysis to make improvement.
• Follow up on the progress of each case in time to ensure the effective actions are taken.
• Review cases daily and find out the problems to make sure customer issues are well- resolved.
• Participate in internal weekly and monthly Business Review Meetings to present operational results and action plans.
• Make sure the team meets MS KPI.
• Collect data and create reports to meet business needs.
Managing Collaborative Activities:
• Provide team members with necessary support and assistance to keep team morale and ensure the smooth operation of the team.
• Coach team members to work with internal teams to ensure the right individuals and resources are well- allocated.
• Work with Microsoft to get effective support on critical and complex issues.
• Collaborate on cross- group and cross- product issues by working with resources from other groups to solve customer problems. Help drive cases with the highest priorities by working with managers, engineers, and other stakeholders.
Business Communication:
• Participate in customer facing business review meetings to gather feedback and resolve issues.
• Maintain good business relationship with customers.
• Offer the professional image towards Microsoft (Customers).
• Drive the negotiation, creation, execution and modification of business processes and procedures.
Qualifications:
• Have at least 2 year- experience in the same role or 1 year at supervisor level in contact center industry.
• Excellent customer service awareness.
• Excellent team leadership skills, able to unite the team, and help team members maximize their strengths and improve their weaknesses.
• Ability to train and mentor, experience in quality monitoring and improvement.
• Good English listening, speaking, reading, and writing skills, able to use it as a working language.
• Be proficient in using office software, such as PowerPoint, Excel, etc.
• Excellent presentation skills.
• Good process and risk management skills can ensure that the performance of the team is stable and continuously improved.
• Have a sense of community and responsibility, be able to align the policy of team, good at management and communication of employees, and be willing to make additional contributions for team.
• Have practical management experience or basic management ideas, excellent analytical skills, and problem- solving skills.
