Team Manager (BPO, Customer Service, Contact Center)

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

At least 2 years of experience in the same role or Assistant Operations Manager or a Supervisor role in the BPO, Contact center industry.
Proved ability to do stamping and scheduling.
Others: Working time: 9:00 AM – 6:00 PM, Monday to Friday. Flexibility with working shifts is required as part of managerial responsibilities.
Experience in managing a team of 50 employees.
Excellent oral, written, and interpersonal communication skills.
Excellent speaking and writing in English.
Project management experience, able to work independently on multiple concurrent initiatives.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Strong determination for KPI achievement.
Experience in managing performance targets is desired.

Activities: Birthday party, Employee engagement activities.
20 days leave (12 days of annual leave and 8 days of sick leave)
Full working equipment will be provided.
Annual Health Checkup for employees who have worked for at least 6 months from the date of signing the official labor contract.
90% contribution of the gross salary to social insurance.

Cập nhật gần nhất lúc: 2025-11-12 06:30:02