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
Contingency Plan Implementation and Activation
Provide feedback & coaching to CSRs to improve service quality
Acquire and update knowledge of all Microsoft tools and associated working processes
Provide Improvement Action Plans, Feedback and reports to Microsoft
Assure compliance of metrics & procedures on behalf of CSRs
Motivate CSRs and boost team morale
Manage CSRs
Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an on- going basis
Monitor balance of workload and CSR availability
Handle escalations from CSRs
Review daily, weekly, monthly and quarterly operational reports
Manage CSR readiness by communicating policies & procedures to the team
Certification requirements:
High Performance Management Training
Six Sigma Yellow or Green Belt, or equivalent quality management certification preferred.
COPC Certified Coordinator preferred
Job Requirements:
Excellent speaking and writing in English.
Having experience/background in IT, Tech Support, high- tech projects is a big plus.
Proved ability to do staffing and scheduling.
Demonstrated problem- solving skills, strategic and analytical capabilities.
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.
Project management experience, able to work independently on multiple concurrent initiatives.
Excellent oral, written, and interpersonal communication skill.
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.
Experience in managing performance targets desired.
Salary Package:
Every 6- month bonus is up to 70% of the monthly salary.
Activities: Birthday party, Employee engagement activities.
Position promotion, salary increase once/year.
Insurances followed Vietnamese Labor Law.
Monthly Salary (Basic + Allowance) is up to 2250 USD.