Customer Service Team Manager (Night Shift)

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☞ CÔNG TY TNHH ITECHWX

视图: 137

更新日: 04-05-2024

位置: Ho Chi Minh

类别: IT-软件 执行管理

水平: Trưởng nhóm / Giám sát

薪水: Lên đến 2,250 USD

水平: Đại học

经验: 1 - 3 Năm

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职位描述

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

工作要求

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.

工作兴趣

  • Chế độ bảo hiểm
  • Du Lịch
  • Chế độ thưởng
  • Chăm sóc sức khỏe
  • Đào tạo
  • Tăng lương
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最后期限: 03-06-2024

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