Team Manager (BPO, Customer Service, Contact Center

Contingency Plan Implementation and Activation Monitor the balance of workload and CSR availability.
Review daily, weekly, monthly, and quarterly operational reports.
Acquire and update knowledge of all Microsoft tools and associated working processes.
Handle escalations from CSRs.
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.
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.
Provide Improvement Action Plans, Feedback, and reports to Microsoft.

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

Annual Health Checkup
Working 5 days a week with 2 unfixed days off (Schedule will be arranged by Head of Department)
Full salary during the probationary period
90% contribution of the gross salary to social insurance from the company side
Competitive salary depending on experience
12 days of annual leave, 8 days of sick leave

Cập nhật gần nhất lúc: 2025-11-26 22:20:03