Client Technical Support Team Manager

SUMMARY: 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. Team Mangers are responsible for schedule adherence and communication with customers on recovery issues, maintaining composure in critical situations and communicating well with both internal and external employees.
Responsibilities

Manage CSRs
Provide Improvement Action Plans, Feedback and reports to Microsoft
Assure compliance of metrics & procedures on behalf of CSRs
Handle escalations from CSRs
Contingency Plan Implementation and Activation
Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an on-going basis
Manage CSR readiness by communicating policies & procedures to the team
Provide feedback & coaching to CSRs to improve service quality
Motivate CSRs and boost team morale
Review daily, weekly, monthly and quarterly operational reports
Acquire and update knowledge of all Microsoft tools and associated working processes
Monitor balance of workload and CSR availability

Job Type: Full-time
Salary: Up to 53,000,000₫ per month

Job Requirements:

Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Project management experience, able to work independently on multiple concurrent initiatives.
Excellent speaking and writing in English.
Experience in managing performance targets desired.
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.
Proved ability to do staffing and scheduling.
Experience in managing the size from 50 employees.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Strong determination for KPI achievement.
Excellent oral, written, and interpersonal communication skill.

Certification requirements:

Six Sigma Yellow or Green Belt, or equivalent quality management certification preferred.
COPC Certified Coordinator preferred
High Performance Management Training

Salary Package:

Activities: Birthday party, Employee engagement activities.
Every 6-month bonus is up to 70% of the monthly salary.
Insurances followed Vietnamese Labor Law.
Position promotion, salary increase once/year.
Monthly Salary (Basic + Allowance) is up to 2250 USD.

Cập nhật gần nhất lúc: 2022-12-22 04:02:04