BPO Team Manager

Responsibilities:
The primary responsibility of Team Manager is to monitor and enhance the goal of quality support by providing individual coaching feedback and one- on- ones that focus on improving customer satisfaction and communication skills.
• Provide feedback & coaching to TLs, SMEs to improve service quality
• Assure compliance of metrics & procedures on behalf of the team.
• Manage readiness training by communicating policies & procedures to the team.
• Provide Improvement Action Plans, Feedback and reports to Microsoft.
• Contingency Plan Implementation and Activation.
• Manage TLs, SMEs, Tech Engineers.
• Monitor balance of workload and availability of the team.
• Acquire and update knowledge of Microsoft products, tools, associated working processes, support offerings, and licensing structure on an on- going basis.
• Handle escalations from TLs.
• Motivate and boost team morale to achieve KPI targets.
• Make and review daily, weekly, monthly, and quarterly operational reports.
Requirements:
• Project management experience, able to work independently on multiple concurrent initiatives.
• Excellent oral, written, and interpersonal communication skill.
• Excellent speaking and writing in English.
• Have at least 1- year experience in OM, Assistant Operations Manager or at least 2- year experience in Supervisor role in BPO, Contact center industry.
• Strong determination for KPI achievement.
• Experience in managing the size at least from 50 employees.
• Disciplined and highly motivated to motivate and encourage the team for improvement.
• Having experience/background in IT, Tech Support, high- tech projects is a big plus.
• Experience in managing performance targets desired.
• Proved ability to do staffing and scheduling.
• Demonstrated problem- solving skills, strategic and analytical capabilities.

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Cập nhật gần nhất lúc: 2024-06-03 06:55:03