Operations Team Manager

ITECHWX
Mức lương
Đang cập nhật
Địa điểm làm việc
Bình Thạnh, Hồ Chí Minh
Kinh nghiệm yêu cầu
Cập nhật
Chi tiết tin tuyển dụng

Mô tả công việc

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.

Quyền lợi

Giờ làm việc linh hoạt

Productivity curve is not something steady and consistent as it depends on each person's unique traits and preferences. At our company, as long as your team is in sync and your goal is hit, you can flexibly decide when you want to work.

,

Miễn phí đồ ăn và thức uống

Avoid wasting time and energy to buy food at the restaurant or hawker center by yourself. We'll provide the best food for you and your team. Make better use of your valuable time to rest, bond, and do other things that matter to you.

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Bảo hiểm y tế

To ensure your health and wellbeing, you have various medical plans to choose from depending on your situation and unique needs. From partial up to full medical coverage, we got you covered.

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Hoạt động team-building

Our company simply cannot function well without teams of people working together. That said, we provide numerous team-building activities and events for you and your team to nurture meaningful relationships between every individual.

Cập nhật gần nhất lúc: 2023-05-29 17:35:17

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ITECHWX

Quy mô: Cập nhật
Trụ sở: Opal Tower, 92 Nguyen Huu Canh street, Binh Thanh District

Thông tin chung

Ngành nghề
Thư ký - Trợ lý
Cấp bậc
Nhân Viên
Kinh nghiệm yêu cầu
Đang cập nhật
Trình độ yêu cầu
Đang cập nhật
Số lượng cần tuyển
Đang Cập Nhật
Hình thức làm việc
FULL_TIME
Giới tính
Đang cập nhật
Hạn nộp hồ sơ
29/06/2023
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