Customer Service Team Manager (Night Shift)
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View: 133
Update day: 04-05-2024
Location: Ho Chi Minh
Category: IT - Software Executive management
Position: Trưởng nhóm / Giám sát
Salary: Lên đến 2,250 USD
Education: Đại học
Experience: 1 - 3 Năm
Job description
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
Acquire and update knowledge of Microsoft products, support offerings, and licensing structure on an on-going basis
Acquire and update knowledge of all Microsoft tools and associated working processes
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 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
Motivate CSRs and boost team morale
Provide Improvement Action Plans, Feedback and reports to Microsoft
Job requirement
Certification requirements:
COPC Certified Coordinator preferred
High Performance Management Training
Six Sigma Yellow or Green Belt, or equivalent quality management certification preferred.
Job Requirements:
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.
Experience in managing the size from 50 employees.
Excellent speaking and writing in English.
Experience in managing performance targets desired.
Proved ability to do staffing and scheduling.
Project management experience, able to work independently on multiple concurrent initiatives.
Strong determination for KPI achievement.
Disciplined and highly motivated to motivate and encourage the team for improvement.
Excellent oral, written, and interpersonal communication skill.
Demonstrated problem-solving skills, strategic and analytical capabilities.
Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Job benefit
- Chế độ bảo hiểm
- Du Lịch
- Chế độ thưởng
- Chăm sóc sức khỏe
- Đào tạo
- Tăng lương
Deadline: 03-06-2024
Click to apply for free candidate
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