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.
Report to: Operations Manager
Responsibility:
- Acquire and update knowledge of Microsoft products, tools, associated working processes, support offerings, and licensing structure on an on-going basis.
- Manage TLs, SMEs, Tech Engineers.
- Provide feedback & coaching to TLs, SMEs to improve service quality
- Assure compliance of metrics & procedures on behalf of the team.
- Contingency Plan Implementation and Activation.
- Monitor balance of workload and availability of the team.
- Handle escalations from TLs.
- Make and review daily, weekly, monthly, and quarterly operational reports.
- Manage readiness training by communicating policies & procedures to the team.
- Motivate and boost team morale to achieve KPI targets.
- Provide Improvement Action Plans, Feedback and reports to Microsoft.
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 at least from 50 employees.
- Excellent oral, written, and interpersonal communication skill.
- 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.
- Demonstrated problem-solving skills, strategic and analytical capabilities.
- Having experience/background in IT, Tech Support, high-tech projects is a big plus.
Benefits:
- Monthly Salary (Basic + Allowance) is up to 50.000.000 VND.
- 90% contribution of the gross salary to social insurance
- 12 days of annual leave, 8 days of sick leave
- Annual Health Checkup
- Activities: Birthday party, Employee engagement activities.
- Position promotion, salary increase once/year.
Working Location:
The Sun Avenue Building, 28 Mai Chi Tho St., An Phu Ward, Dist. 2, HCM City
